The Proactive Report

JUNE 4, 2017

I recently had the pleasure of interviewing Yang Cheng, Assistant Professor of Public Relations, Department of Communication at North Carolina State University, on her research paper about the role of social media in crisis management. Think United Airlines recent crisis. Social Media Crisis Research Paper.

Crisis Management 113

Crisis Management Social Media Crisis Airlines 113

Melissa Agnes

SEPTEMBER 25, 2014

Adversity draws people together and creates focus and energy; harnessing that energy to shape a new future is one of the best ways of putting a crisis experience to good use. Post-crisis review. Listen: TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus.

Crisis Management 239

Crisis Management Crisis Airlines Energy 239

ImPRessions - Crenshaw Communications

APRIL 25, 2017

At least one company learned something about PR and reputation from the United Airlines fiasco earlier this month. This time it was a scuffle between an American Airlines flight attendant and a passenger who had tried to put a stroller in the overhead compartment. This is how it’s done.

Airlines 136

Airlines Crisis Viral Reputation 136

5W PR

AUGUST 16, 2020

In a world where today’s COVID-19 crisis is much bigger than the brand but can have a tremendous effect on its business and operations, it’s highly advisable and not too late to craft and employ a social media crisis management strategy. Priority One.

Crisis Management 88

Crisis Management Social Media Crisis Communications 88

PRSay

APRIL 6, 2018

United Airlines. From a crisis management point of view, 2017 had it all! Why new rules are needed for crisis management. As creators of the award-winning digital crisis management platform, “In Case of Crisis,” we talk regularly to crisis management practitioners. Wells Fargo.

Crisis Management 124

Crisis Management Crisis Airlines Viral 124

PRSay

MAY 26, 2023

“Whenever we get into any crisis moment, the guiding principles for us are compassion and action,” said Linda Rutherford, chief administration and communications officer for Southwest Airlines. Who are the involved audiences, what’s going on with them and how can we show movement?”

Airlines 60

Airlines Crisis Communications Employee 60

ImPRessions - Crenshaw Communications

JULY 23, 2024

The Windows OS crash triggered by the faulty update disrupted airline reservation systems, financial institutions, and even hospital care. It was then up to Crowdstrike CEO George Kurtz to respond to the crisis. Swift acknowledgment and ownership of the crisis is key Crowdstrike’s response came as a status post on X.

Leadership 170

Leadership Crisis Airlines System 170

5W PR

JUNE 17, 2024

Operating a travel-related business today is more challenging than ever, with a saturated market and intense competition from low-cost airlines, ecotourism trends, and major online platforms. Crisis Management In the travel industry, many things can go wrong, potentially impacting a brand and sales negatively.

Travel 78

Travel Crisis Management Tourism Storytelling 78

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

Yet, even though reputation management is prized, it’s not always well understood. It’s often confused with crisis management, but while the two overlap, they are distinct. Crisis management involves responding to a simmering or sudden event that negatively impacts reputation.

Reputation 203

Reputation Crisis Management Airlines Corporate 203

Melissa Agnes

SEPTEMBER 26, 2014

I had the opportunity to present a crisis management workshop to some very savvy and fascinating professionals within the healthcare sector of the United Arab Emirates and Saudi Arabia. Facebook Changes That May Impact Your Crisis Communication Reach. Upcoming Webinar: Crisis Response Strategies for In-House Counsel.

Crisis Management 199

Crisis Management Airlines Crisis Resources 199

PR News

DECEMBER 21, 2016

Is there an industry more vulnerable to crises than the airline industry? The post Delta, We Thank You and Your Competitors for the Crisis Management Test Cases appeared first on PR News Blog.

Crisis Management 48

Crisis Management Crisis Airlines Industry 48

Melissa Agnes

MARCH 13, 2014

By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time.

Crisis Communications 279

Crisis Communications Crisis Airlines Communications 279

Melissa Agnes

MARCH 14, 2015

In 2009, Canadian musician Dave Carroll published the first of three videos telling the story of how United Airlines carelessly broke his guitar. The power of story-telling in (and out of) crisis management. Dave’s biggest crisis management advice he has to offer to organizations. About guest, Dave Carroll.

Airlines 113

Airlines Crisis Management Transportation Crisis 113

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. As a result, the company and Munoz, both came under intense criticism.

Crisis 271

Crisis Branding Brand How To 271

Norton's Notes

JANUARY 8, 2015

Fernandes has been the CEO since 2001 and by all accounts he is a likeable character with a cult celebrity status in Indonesia who is seen as transforming the airline. As we know any crisis of any nature is a huge test for a high profile CEO but his approach has been described as a “well-oiled communications machine.”

Crisis Management 28

Crisis Management Crisis Twitter Airlines 28

ImPRessions - Crenshaw Communications

APRIL 10, 2017

But for public relations and crisis experts, United’s immediate response was also troubling. As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville.

Airlines 159

Airlines Hotels Crisis Reputation 159

Prohibition

DECEMBER 17, 2021

Strategic communication during a crisis offers organisations the credibility they need to develop their strategies and re-enter the marketplace in order to provide relevant services to their stakeholders. Who needs crisis communication? In today’s fast-paced world, businesses are not immune to the exposure of a crisis.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Melissa Agnes

FEBRUARY 12, 2015

If you work for an organization that manufactures transport vehicles or if you work in the transportation / travel industry (whether you’re a car company, a plane manufacturer, an airline, a train builder, etc.) you absolutely need to be assessing, preventing and planning for the risk of a hack. Think about it.

Transportation 113

Transportation Training Airlines Crisis Management 113

Solo PR Pro

FEBRUARY 7, 2023

In a recent episode of That Solo Life: The Solo PR Pro Podcast , hosts Karen Swim and Michelle Kane discuss the nightmare that was Southwest Airlines’ system failure over the holidays. In the case of Southwest Airlines, more than 16,000 flights were canceled over the recent holiday season, in part due to severe winter weather.

Airlines 58

Airlines System Reputation Travel 58

ImPRessions - Crenshaw Communications

MAY 15, 2019

Boeing’s PR crisis deepened this week as a fuller picture emerged of its handling of serious problems surrounding the 737 Max. The narrative has moved from tragedy to scandal.

Reputation 245

Reputation Airlines Automotive Software 245

Reputation Us

APRIL 12, 2017

Whenever a corporate crisis or public gaffe occurs, I often get questions from colleagues, friends and family on what my PR perspective is. This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” Good grief! WORDS TO ACTION.

Crisis 74

Crisis Airlines Viral Corporate 74

ImPRessions - Crenshaw Communications

JUNE 26, 2019

A truly critical event, like one that involves loss of life, major litigation, or a viral story like the United Airlines incident of 2017 usually requires an ongoing commitment by the company chief. It’s not always about crisis management. To announce a new strategy.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

David PR Group

APRIL 8, 2019

The international grounding of the Boeing 737 Max 8 impacted dozens of airlines and thousands of passengers, and it represent ed a logistical nightmare for every airline. If you don’t currently have a crisis plan, consider develop ing one. And it’s not Southwest’s fault that the planes are out of service.

Crisis 58

Crisis Airlines Reputation Travel 58

Melissa Agnes

OCTOBER 19, 2014

Bill and I go into detail of what should be happening internally in every hospital across the country – and the world – including what their responsibility is versus what the CDC’s responsibility is in addressing, preparing for and actively managing this crisis.

Crisis 248

Crisis Government Crisis Communications Crisis Management 248

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. This crisis could have been avoided if the PR department had been sufficiently embedded in the organization. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

Norton's Notes

OCTOBER 18, 2016

Humorous responses to the crisis, like a mod for a videogame which has incorporated the note 7 as an in game weapon – are tricky to deal with and should sometimes be ignored. And here in this reference lies the crucial point: Consumers often have short memories if crisis management is executed brilliantly.

Crisis Management 28

Crisis Management Crisis Airlines Consumer 28

The Stalwart Blog

DECEMBER 24, 2019

I mentioned in a previous video blog that I thought Boeing would get out of this 737 MAX 8 crisis okay because they received endorsements from American Airlines and Southwest Airlines. So goes the top dog. Both companies stated they intended to continue flying the aircraft.

Crisis 78

Crisis Airlines Small Business Video 78

Burrelles Fresh Ideas

JANUARY 16, 2024

From my favorite airline (which is open and sincere in good times and bad) to my credit card company (who handled a data breach quickly and efficiently), down to my neighborhood auto repair shop (which is almost honest to a fault), these traits are a major driver in my day-to-day purchase decisions.

Crisis 85

Crisis Airlines Crisis Communications Social Media 85

Barokas

MAY 3, 2017

PR crisis, with the most viral ones coming from Pepsi and everyone’s least favorite airline, United. Just as Pepsi’s colossal misstep was fading from memory, United Airlines said “my turn” and experienced what was maybe the worst PR week in recent memory after forcibly removing a passenger from an overbooked flight.

Social Media 60

Social Media Airlines Media Viral 60

Melissa Agnes

OCTOBER 19, 2014

Bill and I go into detail of what should be happening internally in every hospital across the country – and the world – including what their responsibility is versus what the CDC’s responsibility is in addressing, preparing for and actively managing this crisis.

Crisis 100

Crisis Crisis Management Government Crisis Communications 100

Prohibition

DECEMBER 9, 2021

Each PR crisis will affect each company, brand or individual in a different way – that’s because they’re all different. And not every company has an appropriate response to that specific crisis. This is where effective PR crisis management comes in. Create a written crisis plan.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Cision

JUNE 8, 2015

Within minutes, the airline acknowledged the situation on Twitter and Facebook. The airline continued to communicate via social media throughout the ordeal and was universally lauded for its social media response to this crisis. Just like that airline, you may end up lauded for your transparency, and quick social response.

Crisis Communications 120

Crisis Communications Social Media Crisis Communications 120

NewsWhip

NOVEMBER 2, 2021

Airlines have been under close scrutiny, with their new policies needing to comply with the national vaccine mandate in the United States. More specifically, articles with narratives opposing mandates tended to come from conservative publications.

Crisis 78

Crisis Branding Brand Airlines 78

Flack's Revenge

MARCH 30, 2020

This is especially true for companies that are visible and have significant roles, e.g. cater to consumers or employ large numbers; and those that are in the crosshairs, like airlines, or have good news (e.g., Amazon to hire 100,000 more workers and give raises to current staff to deal with coronavirus demands ).

Crisis 199

Crisis Pitching Airlines Technology 199

Presspage

NOVEMBER 8, 2024

Particularly airlines and their passengers suffered the repercussions. Implement a crisis communication tool Managing your crisis communication strategy manually is possible, but it’s by no means the best way. Out of the organisations that used SaaS solutions for their crisis management, 78.2%

Crisis Communications 78

Crisis Communications Crisis Communications Reputation 78

Reputation Us

MAY 12, 2020

My recent crisis experiences include the 1992 riots in Los Angeles, when I was working at an NPR station in Southern California, and the 9-11 attacks in 2001, when I was representing the airline industry with public relations firm Webber Shandwick.

Crisis 78

Crisis Financial Banking Crisis Management 78

Cision

MAY 12, 2017

This stresses on the importance of mobile search and mobile-optimized websites adds to the importance of ranking higher in mobile search results, especially during a PR crisis when a breaking news is plastered all over the internet. As we saw with the recent United Airlines fiasco , crisis news doesn’t take time to go viral.

Google 259

Google Digital PR Mobile SEO 259