Melissa Agnes

FEBRUARY 16, 2016

Crisis communication is one of the most important aspects of your crisis management. In fact, whom you communicate with in a crisis, along with when and how you communicate with them, can mean the difference between successful crisis management and crisis management failure. Step 1: Identify your stakeholders.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Melissa Agnes

NOVEMBER 10, 2014

And hey, this can be an informal luncheon brainstorm session that takes place every quarter. Don’t think your crisis plan has blind spots? These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage.

Crisis 203

Crisis How To Exercises Crisis Communications 203

Onclusive

AUGUST 22, 2017

This includes writing and editing informational one-sheeters about new products or launches, case studies, event descriptions and signage, multimedia-rich press releases , and more. Crisis Communications. C-suite leaders expect today’s PR professional to iterate on the PR metrics they use based on the goals of each campaign.

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 1, 2023

Forward-thinking brands are already embracing the strategic advantages that social listening tools can offer when it comes to managing brand reputation, crisis detection, and optimising comms strategy. Once you’re armed with this information, you can craft your multi-stakeholder communications strategy accordingly.

Strategy 370

Strategy Communications Reputation Measurement 370

5W PR

NOVEMBER 12, 2024

Crisis Management In times of crisis, PR is crucial in mitigating damage and restoring public trust. A well-prepared PR team can formulate effective crisis communication strategies, handle media inquiries, and provide timely updates.  Ensure timely and effective responses to customer inquiries and issues. Anticipate

Product Launch 78

Product Launch B2B Industry Case Study 78

Cision

DECEMBER 14, 2015

In a crisis you may find yourself in a situation where rather than pushing information out to influencers, media and customers, instead they are attempting to pull information from you. Want more tips on how to deal with a crisis online? In a crisis, stakeholders may have one or more of the following: Questions.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Onclusive

AUGUST 9, 2021

Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. But what about other assets that the media or customers are likely to see? Crisis Communications. Internal Communications. How do you know what’s working? Speaking Engagements.

Training 370

Training Media Training Crisis Communications Corporate 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. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

JUNE 3, 2015

Is prevention of a crisis possible? Unfortunately, in today’s age of rapid information sharing, probably not. The ability for a company to not only manage and survive a crisis, but to thrive skillfully, all depends on its focus and planning prior to the onset of that crisis. Integrate your crisis plan.

Crisis 120

Crisis Construction Viral Reputation 120

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

Prohibition

JANUARY 17, 2022

Social media is an increasingly important element in a successful crisis management approach. With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. What is Crisis Management?

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Prowly

DECEMBER 4, 2024

By how many times you had to act on a PR crisis after it had already gained traction. And, as a PR pro, your job is to track all mentions that matter to your brand and boil them down to crucial insights , like trending topics, customer sentiment, and competitive intelligence. Your goal is to set up alerts for crisis prevention.

Data 104

Data Media Product Launch Analysis 104

Prowly

APRIL 10, 2025

Outcome: Customers were able to return these too-revealing pants. And in the end, the company implemented better quality control measures and recovered from the crisis. So, prepare a decent crisis management plan and provide sentiment analysis to keep lock and loaded (this is a second pillar action).

Social Media 104

Social Media Reputation How To Media 104

Presspage

DECEMBER 20, 2024

These are some of the tasks you can expect: Monitoring trends & responses to your communication As a PR pro, youre likely already skilled at keeping yourself informed and tailoring messages to suit your audience. Issue management vs crisis management: whats the difference? Those same instincts are essential for issue management.

Reputation 78

Reputation Crisis Trends Customer Service 78

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 Brand Branding 88

Stephen Waddington

MAY 9, 2020

Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. You’ll have observed examples for yourself during the COVID-19 crisis. The best responses are rooted in listening, engaging and providing support to customers. It’s a great means of engaging customers during lockdown.

Brand 157

Brand Branding Travel Government 157

Melissa Agnes

NOVEMBER 10, 2014

And hey, this can be an informal luncheon brainstorm session that takes place every quarter. Don’t think your crisis plan has blind spots? These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage.

Crisis 100

Crisis How To Crisis Management Exercises 100

Sword and the Script

JULY 30, 2024

News coverage fuels social media; but increasingly, social media fuels the news; shaping opinion on social media boils down to authenticity, experience and customer service More consumers trust social media for information than other conventional sources, including traditional news, business and government.

Survey 176

Survey Social Media Consumer Media 176

Melissa Agnes

JANUARY 18, 2017

One important aspect of your organization’s successful crisis management, is being able to reach out to, and communicate with, all impacted and relevant stakeholders, in a timely and efficient fashion. Versus, is the information being kept “in their heads” or programmed to their mobile devices?

Crisis Communications 100

Crisis Communications Crisis Communications Crisis Management 100

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

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. But public relations has always depended on persuasion, information, advocacy, the truth. c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Prowly

JANUARY 29, 2025

2 Customer interactions Customer interactions are a fundamental aspect of any successful business strategy. Every touchpoint between your brand and your audience, whether via marketing materials, customer service or product experiences, elicits some form of response. How to do it? How to do it?

Measurement 104

Measurement Brand Branding Analytics 104

Cision

JULY 27, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Leverage What You Learn to Make Informed Decisions. Research and development can use the data to tweak new and existing products to better serve customers.

Brand 231

Brand Branding Employee Data 231

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

Presspage

SEPTEMBER 9, 2024

In this article, we’ll teach you how to kickstart your crisis prep using our 7 practical writing tips and holding statement template. However, first, let’s 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

Cision

AUGUST 31, 2015

Discussions touched on the way technology has shaped how we share content, work together, report the news and respond in the midst of a crisis. Did you know that over the next five years, the amount of information on the Internet will increase by 500 percent? Vital information at #xPotomac15. Preparing for crisis.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

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

Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. Consider things like informational one-sheets about new products or launches, case studies, event descriptions and signage, multimedia-rich press releases , and more.

Training 195

Training Media Training Crisis Communications Corporate 195

Onclusive

AUGUST 30, 2023

Whether it’s social media, advertising campaigns, or customer service interactions, the brand’s voice, tone, and messaging should remain cohesive. Conversely, positive interactions with customers can further enhance your brand’s image.

Brand 195

Brand Branding How To Reputation 195

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. It also stores user-related information that your sales agents can use to approach potential customers and seal the deal.

Social Media 156

Social Media Trends Media Instagram 156

Polaris

JUNE 24, 2016

How to Tell Your Customers about a Data Breach. #1 These are words to live by when it comes to issues management and crisis communications. While your IT team is busy containing the security problem, communicate quickly, directly and honestly with affected customers and other stakeholders. 2 Prepare for inquiries.

Communications 119

Communications How To Crisis Survey 119

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

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. The company botched one of the first rules of crisis response: avoid the drip, drip, drip of piecemeal information.

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

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

Cision

AUGUST 9, 2016

In this interview, Brandon shares why brands shouldn’t focus too much on competitors, how to streamline your pitches to journalists and how social media can help your brand in a crisis. ” Albeit different medium, it is amazing how much a theater skill set can inform a public relations career. I was studying acting at the time.

Crisis 0

Crisis Reputation Study Social Media 0