Melissa Agnes

APRIL 10, 2014

By Judith Delaney, Attorney and member of Agnes + Day’s Crisis Intelligence Team. when a crisis happened it was common practice for an organization to withhold information, particularly if the information was incomplete or involved an organization’s Intellectual Property (e.g. Read: What is your Ideal Crisis Response Time?

Social Media 248

Social Media Crisis Crisis Communications Media 248

Melissa Agnes

AUGUST 28, 2014

The topic of my course is social media for crisis and emergency management, which of course includes social media’s role in crisis preparedness and crisis prevention. Read: Emory’s Excellent Crisis Communication on Facebook. This is the power of social media for crisis prevention and preparedness.

Healthcare 238

Healthcare Social Media Media Case Study 238

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

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. Case in point: the 2017 United Airlines fiasco in which a passenger was violently removed from his seat.

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Reputation Crisis Management Airlines Corporate 203

PRSay

DECEMBER 2, 2020

When two of Boeing’s new 737 MAX passenger jets crashed within five months of each other in late 2018 and early 2019, killing a total of 346 people in Ethiopia and Indonesia, the company faced the worst crisis in its 100-year history. As for the legal team, that’s always a push and pull, whether you’re managing a crisis or an everyday issue.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

Melissa Agnes

FEBRUARY 2, 2016

” I’ve been a loyal Air Canada flyer for over two years now, choosing to fly with the airline every chance I get – which due to my work is nearly a weekly occurrence – and this was my first time being upgraded. This one interaction had me contemplating my loyalty to this airline. This was a marking moment.

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Corporate Airlines Employee Training 167

Melissa Agnes

AUGUST 5, 2014

Take a look: Or what about this ad for British Airways that was released only weeks after Malaysian Airline Flight 370 vanished without a trace: Even though the British Airways ad was planned months before it was released, there’s still no excuse. Case Studies Crisis Prevention' I can’t stress it enough.

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Marketing Case Study Airlines Course 228

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

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

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Airlines How To Engineering Radio 137

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.

Airlines 60

Airlines Crisis Communications Employee 60

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!

Crisis 100

Crisis Crisis Management Government Crisis Communications 100

Burrelles Fresh Ideas

JANUARY 30, 2024

On Friday, January 5, an Alaska Airlines Boeing 737 MAX 9 lost a fuselage‘ plug door‘ mid-flight , causing the cabin to depressurize and loose items to blow out with the door. In another incident, an Atlas Air Boeing 747 cargo plane caught fire moments into its flight from Miami International Airport on January 18.

Ethics 97

Ethics Crisis Transportation Airlines 97

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.

Airlines 60

Airlines Case Study Reputation Study 60

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

Although the Board was smart to terminate Weinstein quickly and condemn his behavior, a rebrand probably won’t accomplish their goals until the crisis is over, and there are signs that more shoes will drop. A rebranding can be part of a smart strategy for moving past a reputation crisis. To distract from internal problems.

Airlines 136

Airlines Crisis Reputation International 136

PRSay

OCTOBER 22, 2021

The company’s communications team found itself pivoting into crisis mode. John Elsasser, PRSA’s publications director and the session’s moderator, asked whether Delta’s existing crisis plans had helped the company confront the COVID-19 pandemic. Internal messages repurposed for news media.

Crisis 78

Crisis Airlines Travel Internal 78

Mark My Words

AUGUST 11, 2022

Many international brands are boycotting the country and airlines are still imposing flight bans as well as ongoing sanctions from the EU, UK and USA. Etihad, Emirates and FlyDubai are among the Middle Eastern airlines operating to Russia from the UAE. “Flights to Russia from the UK and EU are currently banned.”

Airlines 60

Airlines Policies Travel Corporate 60

Sword and the Script

APRIL 15, 2017

Most business leaders would probably prefer to settle an apology than having it spin into a giant, embarrassing and international fiasco. See these related posts: Crisis Comms: No one More Reliable than an Employee. Corp Comm Frets Leadership in Crisis Comms, says Study. b) Apologies are edited by a committee. The findings?

Corporate 101

Corporate Airlines How To Crisis 101

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?

Social Media 79

Social Media Crisis Media Airlines 79

Communications Conversations

APRIL 17, 2017

And that’s what’s bothered me most about this whole fiasco: Our industry’s penchant for analyzing these crisis incidents, playing Monday Morning Quarterback and being highly critical of the company in question’s PR strategy. We don’t know the political pressures at play internally.

Airlines 60

Airlines Crisis Employee LinkedIn 60

Presspage

NOVEMBER 10, 2017

Through September 2017, Miami International Airport was dealing with Hurricane Irma, which severely affected the airport's operations. The recognition of Miami International Airport was long due even before it responded to the Irma crisis. On November 7, Miami International Airport was named the recipient of the Peggy G.

International 0

International Internal Industry Infographics 0

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.

Crisis 58

Crisis Airlines 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.

Journalism 79

Journalism Airlines Brand Branding 79

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. Lets start with what crisis communication is. What is crisis communication? However, crisis comms isnt just about the actual communication part.

Crisis Communications 78

Crisis Communications Crisis Communications Reputation 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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Crisis Communications Crisis Communications Crisis Management 62

Presspage

MARCH 31, 2023

Why it matters Most Corporate communication departments excel in managing a short-term crisis. Yet, what to do if a short-term crisis evolves and turns to the longer-term? First and foremost, as a communications team, you can make a difference; however, you can’t solve the crisis. Schiphol shares its lessons learned.

Crisis 78

Crisis Travel Software 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.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Communications Conversations

APRIL 3, 2020

The last three weeks have been the longest crisis comms drill of our entire lives. But one channel has given a handful of companies a huge leg up on others in the crisis communications game: personal CEO social media profiles (mostly, on LinkedIn). That active profile will come in awful handy during the next crisis.

Tools 78

Tools Airlines LinkedIn Crisis 78

Beyond PR

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 65

Airlines How To Engineering Data 65

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 Social Media Crisis Communications 85

MaccaPR

JULY 16, 2014

We thought the time was right to re-visit a post we originally published last March – inspired by a LinkedIn-inspired crisis, but still offering powerful lessons for any marketer determined to leverage LinkedIn as a social channel. Yet we continue to see businesspeople misusing and abusing LinkedIn protocols.

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LinkedIn Crisis Viral Banking 67

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. Ideally, a crisis is not a time to look at your vulnerabilities.

Crisis 78

Crisis Financial Banking Crisis Management 78

ReimaginePR

JUNE 18, 2015

I can watch countless real world atrocities on dozens of international news outlets, then switch to Netflix to take in the graphic, fictional exploits of Spartacus, Dexter, or Hannibal. Putting a human face on any campaign is necessary, but in a crisis, that face can’t be just one of pain and hopelessness. Play politics.

Airlines 120

Airlines Viral Government Local 120

MaccaPR

SEPTEMBER 13, 2016

But oh, lordy – we as communications and marketing professionals can receive a master class in what NOT to do during a crisis from Lochte’s self-immolation at the 2016 Summer Olympics in Rio de Janeiro. Lochte was clearly unprepared for this crisis, as evidenced by the stumbling words he used as the debacle deepened, “I over-exaggerated.”

Crisis 48

Crisis Airlines Reputation Corporate 48

Prohibition

MAY 15, 2020

It goes without saying that COVID-19 is without a doubt the biggest global crisis that has been faced for decades. Which is potentially a further error, as it would be appreciated by all to receive real clarity on the COVID-19 crisis plan. We could possibly all do with a drink, or three, after that PR crisis. Coincidence?

Crisis 71

Crisis Government Social Media Reputation 71

Landis PR

JANUARY 5, 2023

Yet it can erode in a moment, such as it has for the airline Southwest – previously known for great customer service – cancelled 15,000 flights over Christmas. Align internal and external communications. Public trust is perhaps your business’s most valuable commodity. It takes time to build, and it takes effort to maintain.

Communications 52

Communications Airlines International Internal 52

Prohibition

MAY 15, 2020

It goes without saying that COVID-19 is without a doubt the biggest global crisis that has been faced for decades. Which is potentially a further error, as it would be appreciated by all to receive real clarity on the COVID-19 crisis plan. We could possibly all do with a drink, or three, after that PR crisis. Coincidence?

Crisis 62

Crisis Government Social Media Reputation 62

NewsWhip

JUNE 10, 2021

Differences between risk & crisis | Jump to text. Deploying crisis management teams | Jump to text. How would you define the difference between risk management and crisis management? Well, for myself, crisis management really comes down to preparing for an unknown event at an unknown time with an unknown impact.

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Reputation Crisis Management Crisis Enterprise 78

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. As you can imagine, this increased demand is driving up airfares on most routes, with ticket prices for international flights increasing by more than 30%. They are up more than 300% over last year.

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Travel Tourism Airlines Hotels 40