It’s not uncommon to have a PR crisis. In fact, it doesn’t matter how big or small your business is, and it always seems to hit when it’s “not a good time.”…
Tag: trust
Social Media vs. Traditional Media During a Crisis
Back in the good old days of traditional media, business owners’ greatest nightmares were some publications with a small, local reach or classic word-of-mouth. Yes, it could be harmful to the business,…
Learning from Your Mistakes (United Airlines Edition)
In the end, United (finally) got it right. But only after days of excruciatingly bad publicity. Were its belated positive actions too little and too late to repair its image? United’s floundering…
Do the Math
Basic math is easy. Higher math is mind-bending. “Do the math.” That’s heard most frequently. Its meaning is simple: Add the positives, subtract the negatives, and voilà, you have the answer. …
Clarity & Trust
In order to earn a client’s trust, you can’t miss the target. Why do some clients return again and again? Because Fixers are alchemists who turn chaos into clarity. They’ve earned their…
Testing Brand Stamina
In a crisis, who you are will dictate how you’ll fare. What do the recent Volkswagen scandals mean for legacy brands? When our trust is violated, do we respond differently to people…
When News Is the News
Violate the public trust, and the public feels violated. Rolling Stone and Brian Williams are only the latest. Sadly, there’s a long and inglorious history of media stumbles. Sometimes journalists don’t verify…
Be Careful What You Ask
No rule book in Crisis PR. Trust your gut. Make no errors. Always a good rule. For everyone. Comparable to the caveat that a lawyer never asks a witness a question unless…
Savage Magic
First, define your audience. Convince them and you win. The British magazine The Economist is fond of phrases like “the savage magic of capitalism.” It’s also fond of describing itself as “Liberal”…
Give a Fish, Teach to Fish
Chief lesson for clients: Once burned. Twice shy. “Give a man a fish, feed him for a day. Teach a man to fish, feed him for a lifetime.” It’s one of those…