Melissa Agnes

SEPTEMBER 25, 2014

For an organization which overcomes the initial shock of a breaking crisis, successfully wrestles control over it and ultimately puts the reputational fires out, it’s natural to want to return to business as usual as soon as the crisis seems to have passed. Post-crisis review. Natural but foolhardy.

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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.

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Airlines Crisis Viral Reputation 136

5W PR

AUGUST 16, 2020

The acceleration of social media has added to the challenges of crisis communications, an impact that a Pentland Analytics study says has doubled the impact on shareholder value. Your company’s role in a crisis should be to avail resources and accessibility to stakeholders amplifying your message. Priority One. Be prepared.

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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.

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Crisis Management Crisis Airlines Viral 124

5W PR

AUGUST 12, 2024

Cybersecurity attacks and data breaches have long been at the forefront of crisis preparedness plans, but as companies become more dependent on technology, the scope of potential crises has expanded. They’ve even threatened to sue their partners, creating more negative news for themselves than the other airlines had to contend with.

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Airlines Case Study Reputation Study 60

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. The airline industry is tough. And yet, there are some airlines out there that just simply get it. And yet, there are some airlines out there that just simply get it. More on Thai Airways’s issue management fail.

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Airlines Strategy Crisis Management Crisis 100

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. Given the complexities of the crisis, “we were as timely and accurate as we could be,” she said.

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Airlines Crisis Communications Employee 60

Cision

DECEMBER 4, 2017

One negative comment can attract thousands of tweets and reactions, turning that single comment into a full-blown PR crisis. When a PR crisis hits, confusion, anxiety, and chaos can shake up your organization. In fact, you can turn a brand crisis into a PR success if you act fast swiftly. Address The Issue Clearly And Quickly.

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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.

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Crisis Communications Crisis Airlines Communications 279

Presspage

NOVEMBER 8, 2024

To keep your company from falling into this PR trap, this blog post will teach you everything you need to know before you can get started with your crisis communication strategy. Let’s start with what crisis communication is. What is crisis communication? However, crisis comms isn’t just about the actual communication part.

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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.

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Travel Crisis Management Tourism Storytelling 78

Prohibition

DECEMBER 17, 2021

When a crisis hits the news, we are reminded of a valuable lesson: that companies and businesses often have to act fast in order to prevent further damage from taking place. Crisis communications is an important aspect to tackle as a business owner. This guide is written to assist in every aspect of crisis communication.

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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.

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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. From The Crisis Intelligence Blog. These Smart Social Media Tactics Will Help You Prevent A Crisis. Dubai was pretty awesome.

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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.

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Crisis Management Crisis Airlines Industry 48

Melissa Agnes

OCTOBER 19, 2014

Welcome to episode #020 of The Crisis Intelligence Podcast, with Melissa Agnes and Bill Boyd. As the Ebola crisis continues to make waves in the United States and around the world, the CDC, government, hospitals and countless others are being looked to to lead the public through this epidemic. The second is Fearbola. Get connected!

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NewsWhip

NOVEMBER 2, 2021

We discussed our latest brand crisis research around misinformation, worker strikes, and vaccine mandates and the key features of public and media interest during the October episode of the NewsWhip Pulse. Airlines have been under close scrutiny, with their new policies needing to comply with the national vaccine mandate in the United States.

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Crisis Brand Branding Airlines 78

Prohibition

DECEMBER 9, 2021

In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo. It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. How to prepare and fix a PR crisis. This is where effective PR crisis management comes in.

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Crisis Crisis Management Reputation Crisis Communications 62

The Stalwart Blog

DECEMBER 24, 2019

Boeing’s CEO wound up being unceremoniously fired this week after an almost year-long crisis surrounding the grounding of the 737 MAX 8 aircraft. 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.

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Crisis Airlines Small Business Video 78

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?” CRISIS IDENTIFICATION PROCESS.

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Crisis Airlines Viral Corporate 74

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. Social media adds an overwhelming complexity to crisis communication.

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Crisis Communications Social Media Crisis Communications 120

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.”

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Crisis Management Crisis Twitter Airlines 28

David PR Group

APRIL 8, 2019

How you respond to a crisis often impacts your business more than the crisis itself. 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. A family visiting Ireland booked a room on Air b nb.

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Crisis Airlines Reputation Travel 58

Melissa Agnes

MARCH 14, 2015

Welcome to episode #041 of The Crisis Intelligence Podcast, with Melissa Agnes and Dave Carroll. 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. Get connected.

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Airlines Crisis Management Transportation Crisis 113

Melissa Agnes

OCTOBER 19, 2014

Welcome to episode #020 of The Crisis Intelligence Podcast, with Melissa Agnes and Bill Boyd. As the Ebola crisis continues to make waves in the United States and around the world, the CDC, government, hospitals and countless others are being looked to to lead the public through this epidemic. The second is Fearbola. Get connected!

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Crisis Crisis Management Government Crisis Communications 100

ImPRessions - Crenshaw Communications

APRIL 10, 2017

The public relations team at United had probably just started to breathe easy after the infamous “leggings” crisis when a second PR disaster hit. 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.

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Airlines Hotels Crisis Reputation 159

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. It’s not unusual that Boeing CEO Muilenberg viewed his crisis in the context of his short-term responsibility to employees and shareholders. CC BY-SA 4.0.

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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.

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Crisis Airlines Crisis Communications Social Media 85

Melissa Agnes

OCTOBER 1, 2014

Though this information is accurate and the advice within this post is relevant to any and all organizations, there have been more developments to this crisis that do not appear within this post. Listen: TCIP #020 – Managing The Ebola Crisis With Bill Boyd. In this type of crisis two things are drastically important.

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Crisis Communications Crisis Communications Travel 113

Melissa Agnes

FEBRUARY 12, 2015

I just had a conversation with a colleague after publishing a post on how to communicate in a data breach or hack crisis , and the conversation lead to a petrifying realization. Oh my goodness. If you work in the transportation and/or travel industry, this should scare the crap out of you too – otherwise, we’re all screwed.

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Transportation Training Airlines Crisis Management 113

Presspage

MAY 11, 2017

When a crisis hits, it is important for an organization to have a protocol in place. The protocol should not only focus on how to handle and cope with a crisis, but should also contain a clear communication flow. The question remains – will using social media in crisis communication deliver you an advantage?

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Social Media Crisis Media Airlines 79

ImPRessions - Crenshaw Communications

JUNE 26, 2019

To show leadership during a serious crisis situation. 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.

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Flack's Revenge

MARCH 30, 2020

No one knows for sure when the crisis will end. Despite the first tip, Sword & Script blogger Frank Strong reckons that this may be a crisis that defies the usual advice to over-communicate : Customers don’t need 500 emails from vendors telling them to wash their hands. Hey, where is everybody? It sure is quiet.

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Norton's Notes

OCTOBER 18, 2016

Often, if a company is seen to be in control of its messages, and more importantly the crisis, then often many brands can come out of it stronger and be seen to be safer because of it. And here in this reference lies the crucial point: Consumers often have short memories if crisis management is executed brilliantly.

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Crisis Management Crisis Airlines Consumer 28

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.

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Airlines System Reputation Travel 58

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.

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Journalism Airlines Brand Branding 79

Reputation Us

MAY 12, 2020

When it comes to navigating crisis, I have been in the eye of many storms. As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. From the Credit Union Times. May 11, 2020.

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