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Wrap Up Post from Issues Management Workshop at #CPRS2014

Melissa Agnes

There are two reasons that made “United Breaks Guitars” a crisis for United Airlines, rather than an issue: Remember! In this particular case, within 4 days of the video being posted to YouTube, United Airlines’ stock price fell 10%, costing stockholders about $180 million in value.

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United Flies Into Another PR Storm

ImPRessions - Crenshaw Communications

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. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159
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Can PR Take Ownership Of Reputation?

ImPRessions - Crenshaw Communications

Case in point: the 2017 United Airlines fiasco in which a passenger was violently removed from his seat. The airline’s slow response and initially poor crisis management compounded the damage, though its share price did rebound. Even seven months later, some 30% of consumers said they would not fly on United.

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Leadership In Crisis: The Crowdstrike PR Response

ImPRessions - Crenshaw Communications

The Windows OS crash triggered by the faulty update disrupted airline reservation systems, financial institutions, and even hospital care. It’s what the recording says when you’re on hold with the pharmacy, or what the airlines say when the flight is delayed. ” Now, “inconvenience” is a terrible word.

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Behind the Headlines With Al Comeaux

Cision

In this interview, Al discusses how to create communication for different countries, how communication has rapidly evolved with technological change and what the critical skills are that all communicators need. No matter how much technology changes the media and industry, if you can tell an authentic story, you can succeed. brand promise.

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Managing Online Crises: A Strategic Guide for Modern Organizations

5W PR

For example, when United Airlines faced backlash over a passenger removal incident, their delayed response allowed negative sentiment to spread unchecked for hours. This includes tracking mentions across social media platforms, news sites, and review platforms.

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A PR View Of CEO Apologies

ImPRessions - Crenshaw Communications

Media training can be a useful communications tool, whether it be for national TV interviews or phone chats with small trade press. Several factors determine how the public will receive a video/interview apology. In interview with Jim Cramer on his CNBC show, Stumpf accepts no real responsibility. CEO Mark Zuckerberg, Facebook.