From the category archives:

crisis management

YouTube Crisis Management

by Jon on 2010/02/17

in crisis management, youtube

As the owner of a Toyota Verso I’ve watched the latest crisis to hit the motor industry with more than a passing interest.
Based in Sweden I haven’t really heard very much from my Toyota dealer but from surfing the web I’ve seen Toyota respond in different ways to the crisis.

Toyota USA went on YouTube which [...]

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Chelsea Love Rat John Terry Needs a Social Media Strategy

by Jon on 2010/02/01

in crisis management, social media

John Terry, the Chelsea and England captain, has no doubt had something of a PR nightmare this weekend after it emerged in the UK that he had an affair with a teammate’s girlfriend, got her pregnant and then arranged for her to have an abortion.
Terry, arguably one of the best footballers of his generation, [...]

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Your Company Needs a Blog Policy

by Jon on 2010/01/20

in blogging, crisis management

Kevin Gibbons’ post last year on how Ryanair staff responded to “idiot bloggers” ties in very nicely with my post last week about how Liverpool footballer Ryan Babel broke club protocol to tweet that he’d been dropped from an important game before the official team selection had been made public.
As Kevin points out:
You [...]

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Turning to Social Media in a Crisis

by Jon on 2010/01/13

in communication strategy, crisis management

Liverpool FC are playing in the FA Cup (soccer, if you’re not sure what the FA Cup is!) tonight. It’s a bit of a humiliating replay against Reading.
What’s this got to do with Communications?
Well, it reminds me of an FA Cup game last year which ITV (UK) were covering.
Unfortunately, they made the heinous [...]

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Be Wary of Wikipedia

by Jon on 2009/12/09

in communication strategy, crisis management

A client contacted me yesterday because they realised their entry on Wikipedia made them sound bad. In fact, in was full of lies and half-truths.
I’m not sure how long this page had been going but I do know that a fair amount of traffic comes my client’s way via Wikipedia. I just checked the figures.
I [...]

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Why Use Social Media?

by Jon on 2009/12/01

in communication strategy, crisis management, social media

Do you have people around you at work telling you: “We have to be on Facebook, Twitter, Tumblr, Flickr, and start a blog” ?
It’s so easy to get caught up in the energy (and dare I say hype!) that surrounds many of the current generation of online communication tools. Yes, many of them can benefit [...]

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What’s Your Crisis Management Strategy?

by Jon on 2009/11/17

in communication strategy, crisis management

If something goes wrong with the service your company provides don’t hide or stay silent. Follow Basecamp’s lead and talk to your community.
Basecamp, who I actually recommend to a lot of customers, were having major problems with their servers yesterday.
Reports started appearing on Twitter that the service was down and the company quickly announced it [...]

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Promote Your Campaign Online

by Jon on 2009/03/23

in blogging, crisis management

I breed basset hounds. Right now there’s a big discussion going on amongst breeders concerning changes to the breed standard made by the British Kennel Club in the wake of a critical documentary, Pedigree Dogs Exposed, broadcast last autumn.
Breeders from around the world have formed a Google Group to discuss things, started a petition, [...]

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Silence isn’t an Option (Crisis Management)

by Jon on 2009/03/12

in blogging, crisis management, storytelling

In the aftermath of Crufts various people around the web have been attacking dog breeders once again, highlighting some of the problems that Jemima Harrison’s provocative documentary Pedigree Dogs Exposed raised.
As someone involved in dog breeding I know just how important it is to breed healthy, happy dogs. You can’t put success in the show [...]

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How Would Your Company Respond to an Attack from the Media?

by Jon on 2008/08/22

in blogging, crisis management

As a follow up to my previous post, I think it is imperative that businesses and organisations have a communication channel like a blog in place to respond to a PR crisis as quickly as possible.
You have to plan for this before a crisis happens.
By planning I don’t mean just having the software [...]

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