Onclusive

AUGUST 22, 2017

The flipside of earned media is owned media: publishing content on brand-owned channels such as a customer-facing blog, Medium publication, and the like. The PR pro either writes some of this content themselves or helps drive strategy with a team of writers/editors and/or guest blog contributors. Crisis Communications.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

5W PR

MARCH 18, 2025

Managing a public relations crisis in health technology requires careful planning, swift action, and clear communication to protect both patient safety and organizational reputation. Document all protocols in a crisis communication playbook that’s regularly reviewed and updated.

Crisis 60

Crisis Healthcare Crisis Communications Crisis Management 60

Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed. A crisis can accelerate more rapidly and responses from your brand need to occur quickly. Understand your audience. Be flexible.

Crisis 186

Crisis How To Branding Brand 186

5W PR

NOVEMBER 12, 2024

Thought Leadership Content Producing and disseminating high-quality content, such as blog posts, whitepapers, and case studies, can establish a company as an expert in its field. Crisis Management In times of crisis, PR is crucial in mitigating damage and restoring public trust.

Product Launch 78

Product Launch B2B Industry Case Study 78

Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free. But let’s not be fooled.

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

Onclusive

AUGUST 9, 2021

Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. PR pros will need to either write content themselves or help to drive strategy with a team of writers, editors and guest blog contributors. Crisis Communications. Media Measurement.

Training 370

Training Media Training Crisis Communications Reputation 370

ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. Five crisis PR first responses. The final paragraph of a March 30 follow-up blog stands out as a piece of sincere communication. Facebook dodges blame.

Crisis 136

Crisis Privacy Airlines Facebook 136

Melissa Agnes

SEPTEMBER 12, 2014

From The Crisis Intelligence Blog. The Value of a Crisis Simulation. This week’s episode of The Crisis Intelligence Podcast. TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. Help Prevent A Crisis With A Social Media Risk Analysis.

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

5W PR

MAY 27, 2024

In an age where brands are always in the public eye, a single misstep can rapidly escalate into a crisis, harming trust and tarnishing reputation. However, armed with the right crisis PR strategy, brands can not only weather these storms, but also come out stronger. Customer loyalty Customers are at the heart of every business.

Crisis Management 88

Crisis Management Crisis Branding Brand 88

5W PR

FEBRUARY 27, 2025

These teams develop response templates, maintain media relationships, and create crisis communication plans that activate the moment safety concerns surface. The 2007 lead paint recall crisis showed how proper coordination between Mattel and the CPSC helped restore consumer confidence through consistent, transparent updates.

Communications 78

Communications Education Consumer Crisis 78

Ronn Torossian

AUGUST 4, 2018

Being successful on channels like Twitter today isn’t just about delivering exceptional customer service and useful content. The post How Twitter Feuds Have Turned into Good PR appeared first on 5WPR CEO Ronn Torossian Founder's Blog. It turns out that a little banter … READ MORE ».

Twitter 199

Twitter Customer Service Social Media Tools 199

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. If we can create our crisis communications blog in minutes then they can equally create their attack blog.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

5W PR

JUNE 6, 2017

Before talking about building trust after a crisis, let’s at least mention the need to build trust with your clients and customers on an ongoing basis. Part of that will be in friendly and helpful service and part will be in integrity and honesty. Nature of the Crisis. Or if not, more likely to forgive faster.

Crisis 76

Crisis Publicity Policies Airlines 76

Prowly

APRIL 11, 2025

Moreover, it involves strategies such as review response, the handling of PR crises, and improving customer service. To properly manage your company's brand reputation and keep your brand's image set in bright colors, you should have a crisis response plan on hand. Reputation management is primarily reactive.

Reputation 104

Reputation Publicity How To Marketing 104

Onclusive

AUGUST 30, 2023

As the guardians of a company’s image and narrative, PR, comms, and marketing professionals have the unique power to shape perceptions , amplify awareness, and cultivate customer loyalty. Conversely, positive interactions with customers can further enhance your brand’s image.

Branding 195

Branding Brand How To Reputation 195

Cision

MAY 26, 2016

The Middle Finger Project – a wonderful blog and project from Ash Ambirge about copywriting and life in general. Figure out what it’s about (marketing, sales, customer service, elephants?). The Hustle – a daily email for young entrepreneurs with just the right amount of sass. Also contains large amounts of sass.

Analytics 200

Analytics Energy Google Customer Service 200

Presspage

SEPTEMBER 9, 2024

In this article, well teach you how to kickstart your crisis prep using our 7 practical writing tips and holding statement template. However, first, lets cover the basics what a holding statement is and why preparing one is beneficial during a crisis. Crisis affected companies usually take an average of 21 hours to respond.

Crisis 78

Crisis Writing How To Reputation 78

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Yet as often happens, the crisis gave Uber the chance to turn the corner on its troubles by replacing founder and CEO Travis Kalanick. New CEO Dara Khosrowshahi was quickly beset with a fresh crisis, though, when news came out that Uber covered up a 2016 hack. But as the outcry grew, United changed its tack.

Airlines 180

Airlines Reputation Journalism Crisis 180

Onclusive

NOVEMBER 8, 2023

Owned Media & Content Strategy Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. PR pros will need to either write content themselves or help to drive strategy with a team of writers, editors and guest blog contributors.

Training 195

Training Media Training Crisis Communications Reputation 195

Flack's Revenge

NOVEMBER 23, 2016

Please note that I am not writing just about customer service, product quality, security breaches or other kinds of fails; this blog is careful not to confuse these things with PR and crisis management thereof. Wells Fargo. It’s been painful to watch the faked user accounts debacle unfold.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

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

Shift Communications

MAY 22, 2017

At the same time, generation after generation of new media pop up, from blogs to social media to video influencers and more. A company with excellent predictive analytics will have a significant advantage in cost reduction and customer service over a company which guesses at when demand will be highest. Machine Reading.

Publicity 166

Publicity Analytics Data Advertising 166

PR in High Definition

AUGUST 27, 2019

And of course, the challenge with crisis situations is that seemingly minor incidents need to be handled correctly. Not doing so can be taken as a snub, not taking an issue seriously or caring about customers, or even an indication of guilt. If it’s an unhappy customer, then should you pass it on to customer services?

Crisis 72

Crisis How To Newspapers Reputation 72

Marketwired

JANUARY 26, 2016

I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket. Instead of a neutral or positive experience with the product, poor customer service ignited negativity and hostility toward the brand. I needed help and I needed it fast.

Branding 100

Branding Brand Customer Service Reputation 100

Cision

MAY 18, 2015

Event detection, issue and crisis management. Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. 31 percent of social users interact with brands to gain direct access to customer service representatives or product experts.

Customer Service 120

Customer Service Social Media Analysis Data 120

Prohibition

JANUARY 14, 2022

Are you prepared for a PR crisis? Whether it’s a product recall, staff injury becoming public news or something else entirely, a PR crisis can happen to any business. Businesses of all shapes and sizes can fall victim to a PR crisis at any time. What is a PR Crisis? What is a PR Crisis Plan?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

5W PR

SEPTEMBER 7, 2017

Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust. Sharing as much information as possible and letting consumers know that you’re working to deal with a problem does much to assuage concerns and triage a crisis.

Trends 108

Trends Airlines Social Media Crisis 108

PR News

MARCH 13, 2017

So annoyed was I by the poor customer service and the constant retargeting of ads from this particular furniture store that I resorted to cleaning… Continued. The post How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step appeared first on PR News Blog.

Customer Service 84

Customer Service Branding Brand Retail 84

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video is a useful executive tool for getting the facts out quickly, or expressing sincere regret and responsibility in a crisis situation. As a bonus, explainer and demo videos can also reduce the resources needed for various other corporate functions like onboarding and customer service. A personalized way to attract talent.

Video 149

Video Case Study Agriculture B2B 149

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019!

Social Media 156

Social Media Trends Media Instagram 156

5W PR

OCTOBER 10, 2024

Positive media coverage significantly enhances a brand’s credibility and visibility, attracting new customers and driving bookings.  Crisis Management Even the most successful brands can face challenges. Transparency, honesty, and timely communication are key elements of effective crisis management. 

Consumer 78

Consumer Branding Brand Crisis Management 78

Deirdre Breakenridge

OCTOBER 20, 2015

I am going to share what I learned from this informative chat in two separate blog posts because there’s a lot to be covered. Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. What courses does/did your school’s PR major offer?

Education 150

Education Course Training Social Media 150

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4). Guest Post by Karen Freberg.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Reputation Us

JUNE 1, 2023

In May 2023, Blue Ocean Global Technology interviewed ReputationUs’s President Casey Boggs about his thoughts on reputation management for their global blog … Blue Ocean Strategies Blue Ocean: Reputation management has become an important component for most businesses. Please explain this approach and philosophy.

Technology 78

Technology Interviews Reputation Crisis 78

Polaris

SEPTEMBER 4, 2014

Blog posts addressing the subject offer loads of encouragement, with titles like “Everything you need to know about public relations to do-it-yourself,” “7 steps to better do-it-yourself PR”? If you search the phrase do-it-yourself public relations ,? Google returns over 27 million results.

Publicity 100

Publicity Interviews Reputation Construction 100

Sword and the Script

JUNE 3, 2020

The tool has several use cases including identifying the most influential reporters covering the competition or identifying “the most influential voices during a crisis.” She joined the company as a sales associate in 1987 and before her promotion served as the company’s chief customer service officer.

Product Launch 109

Product Launch Banking Survey Pharmaceuticals 109

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information. Wanna Subscribe? Shall We Tweet?

Social Media 69

Social Media Media Skype Energy 69