Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. The Law Enforcement Social Media Conference.

Conference 228

Conference Social Media Crisis Crisis Management 228

5W PR

FEBRUARY 17, 2025

Rebuilding trust after a crisis is one of the most challenging tasks a business can face. Customers, stakeholders, and employees may all feel betrayed, making it difficult to regain their confidence. This guide outlines key steps to restoring trust and rebuilding a brands reputation through crisis management and PR.

Crisis 78

Crisis Branding Brand Case Study 78

5W PR

JANUARY 18, 2025

A public relations crisis can strike any organization at any time, threatening to erode hard-earned trust, damage its brand reputation, and even jeopardize its very existence. However, a crisis doesn’t have to be a death knell. Monitor social media, news outlets, and other channels for feedback, concerns, and questions.

Crisis 78

Crisis Branding Brand How To 78

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

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

5W PR

APRIL 5, 2025

Recent studies show that 95% of business leaders expect their organizations to face a crisis, yet only 49% have a crisis response plan in place. A well-structured crisis management approach combines preventive measures, response protocols, and recovery strategies to maintain business continuity during challenging times.

Crisis Management 60

Crisis Management Crisis Crisis Communications Resources 60

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. This includes identifying key spokespersons, developing message templates, and maintaining updated media contact lists.

Crisis 60

Crisis Healthcare Crisis Communications Crisis Management 60

Melissa Agnes

NOVEMBER 10, 2014

As technology, social media and the online world continue to evolve, unfortunately, so do the risks that leave your organization vulnerable. Don’t think your crisis plan has blind spots? Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Customer service. Operations.

Crisis 203

Crisis How To Exercises Crisis Communications 203

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.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Onclusive

JUNE 1, 2023

Social media listening is fast becoming an essential part of the PR and Comms toolkit. 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.

Strategy 370

Strategy Communications Reputation Measurement 370

Stuart Bruce

JULY 15, 2014

Yesterday, the Financial Times published the fifth FTSE350 Boardroom Bellwether survey which revealed that almost half the boards of the UK’s largest public companies have not discussed their social media strategies in the past 12 months.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Onclusive

AUGUST 22, 2017

Far from just managing a digital Rolodex, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. Owned Media/Content Strategy. Crisis Communications. Social Media & Community Management. Relationship building takes time.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

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. Currently, he is working as an editor at the writing service Essay Writing Land. Transparency.

Social Media 156

Social Media Trends Media Instagram 156

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

Rock the Status Quo

NOVEMBER 8, 2015

They’re unavoidable on social media and most of us quake in fear at the thought of handling them wrong. It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations?

Social Media 100

Social Media Media Customer Service Resources 100

Ronn Torossian

NOVEMBER 16, 2022

Social media platforms have greatly changed the way that companies and their audiences interact with each other lately. On one hand, these platforms have allowed companies to clearly demonstrate their excellent customer service through direct dialogue.

Publicity 195

Publicity Customer Service Crisis Social Media 195

Onclusive

AUGUST 9, 2021

Today, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. At the same time, PR pros are constantly thinking about how to maximize the reach and impact of their earned media. Owned Media & Content Strategy. Crisis Communications.

Training 370

Training Media Training Crisis Communications Reputation 370

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

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

OCTOBER 10, 2015

Follow the lead of the 37 percent of marketers who are already actively listening on social media to keep customers coming back to your brand, rather than running away from it. Use social listening tools to help pay attention to these three types of customers: 1. Happy Campers. Pay close attention to complaints.

Social Media 120

Social Media Branding Brand Customer Service 120

Cision

DECEMBER 14, 2015

A lot has been written in the past year about the limited reach and engagement level on various social media platforms. 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.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

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

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

OCTOBER 15, 2015

Ninety percent of brands have a presence on social media, but only 37 percent are listening closely to what their audiences are saying. You can easily steer your brand towards success by implementing social media listening. Social media has sped up the way we communicate, including how we write.

Social Media 120

Social Media Media Employee Reputation 120

Prowly

DECEMBER 4, 2024

How do you check how ineffective your media monitoring tactics are? By how many times you had to act on a PR crisis after it had already gained traction. Keyword-specific coverage analysis Say, you want to conduct a social media sentiment analysis for your new product launch. Go to Media Monitoring projects in the app.

Data 104

Data Media Product Launch Analysis 104

Cision

JUNE 1, 2016

That’s the danger of not listening on social media to what’s being said about your brand. Social media is such an important tool for connecting with potential customers, and consumers are using it as a soapbox, for better or worse. At the very least, you annoy your loved one. When Things Turn Ugly.

Social Media 120

Social Media Media Customer Service Tools 120

5W PR

JUNE 15, 2020

Brands need to have a vibrant and active social media presence today. However, being on social media comes with both benefits and dangers. The latter includes direct, continual contact with fans and customers. That’s just a fact of doing business in the modern world.

Crisis 113

Crisis Digital PR Retail Reputation 113

Ronn Torossian

AUGUST 4, 2018

While social media is one of the powerful PR tools in the digital world, it’s also one of the most difficult avenues for modern brands to understand. Being successful on channels like Twitter today isn’t just about delivering exceptional customer service and useful content.

Twitter 199

Twitter Customer Service Social Media Tools 199

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 Guidelines 78

Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. The Law Enforcement Social Media Conference.

Conference 100

Conference Social Media Media Crisis 100

PRSay

JUNE 26, 2016

Social media has changed the world of PR and it’s for the better. Social media is about people, however, the technology helps to facilitate the great interactions we experience. Social media helps you to gather intelligence and to become more intimate with your customers and other important stakeholders.

Social Media 113

Social Media Media Infographics Community 113

Critical Mention

NOVEMBER 5, 2019

Social media platforms may have been created for friendly networking, but since then, they’ve evolved into tech hubs where anybody can network with anyone else. So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service.

Social Media 105

Social Media Media Customer Service Radio 105

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it.

Reputation 137

Reputation Branding Brand Customer Service 137

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

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 100

Crisis Exercises Customer Service Training 100

Prowly

JANUARY 29, 2025

1 Collect data across channels Monitor social media, reviews, and direct customer interactions. Detractors (0-6): Unhappy customers who might damage your reputation. TAKE CARE OF YOUR BRAND HEALTH Engagement metrics 1 Social media engagement Social media platforms aim to interact. How to do it?

Measurement 104

Measurement Branding Brand Analytics 104

Rock the Status Quo

JANUARY 13, 2015

TEN YEARS of social media growth, experimentation and learning. Yet a significant number of businesses still aren’t investing energy in learning best practices and discovering how social can help them grow their business. How do we turn them into customers? Is the risk of crisis worth it? Wow , right?

Social Media 100

Social Media Media Facebook Pinterest 100