small-logo
Need help now? Call 216.321.7774

Avoiding Social Media Turbulence and PR Disasters: Airline CEOs Speak Out on Crisis Communications

No one knows more about disaster and crisis communications than the airlines. That’s why we have little doubt in our minds that the CEO of United Airlines, in the immediate aftermath of Dr. Dao getting hauled off the plane by police officers a few months ago, was indeed given the right advice by his crisis/PR […]


Don’t Get Too Obsessed with Recent Airline Customer Service Incidents – There are Bigger Sharks in the Risk Waters

Chris Britton writes: Target is a great place to shop. I love going there, and I bet many of you do too. But I also find the company fascinating because over the past few years it has provided huge debating points for those of us who make a living managing issues and crises. Until United […]


In Its Response to Sex Abuse Allegation, Sidwell Friends Joins Other Private Schools in Pursuing Transparency

Unfortunately, one of the fastest growth areas of business – and amongst the saddest – are the calls we receive at Hennes Communications with allegations of sexual misconduct.  For scores of years, the prevailing wisdom was ignore, obfuscate, transfer and protect privacy and reputations at all-costs. Like so many pendulums, times change, and it’s now […]


Why ‘Sorry” is Still the Hardest Word

From Michael M. Grynbaum at the New York Times: “I’m sorry.” Two simple words, not so simply said. On Wednesday, the public representatives of two embattled American institutions — United Airlines and the White House — found themselves on national television grappling with a delicate and increasingly common ritual of the corporate and political worlds: […]


Apologies, Non-Apologies, Fauxpologies, Conditional Apologies & Past Exoneratives

By Stan Carey: Writing in 2012 about the nature of apologies, I said that being sorry is about more than just saying the words, “but the words, as an explicit admission of wrongdoing or shortcoming, can be an important part of reconciliation.” With a non-apology the aims and effects are wholly different. The person delivering […]


Did American Airlines Profit from United’s Poor Example?

[By Nora Jacobs, Hennes Communications] This past weekend provided the crisis communications profession with a Petri dish-like opportunity to study the way two almost identical organizations managed two almost identical situations less than two weeks apart. If we had devised an experiment using the scientific method, we probably could not have created a more precise […]


Shooting Your Reputation in the Foot: Self-Inflicted Crisis Management Lessons from United Airlines

[by Howard Fencl, Hennes Communications] A video recently removed from Facebook shows law enforcement officers violently removing a passenger on a United Airlines flight from Chicago to Louisville right before takeoff. The flight was overbooked, and a United crew of four needed seats so they could get to Louisville, where they had a flight to work. Passengers […]


A Fox In The Bill O’Reilly House: A Study In ‘Mercantile Activism’

From our colleague, Richard Levick: Fox News’ slipshod handling of sexual harassment charges against former CEO Roger Ailes and über commentator Bill O’Reilly should serve as an object lesson for companies caught in Trump-era klieg lights — not to mention the indirect light these crises shed on their sponsors. In an era of one-party rule and […]


Why Buying Forgiveness Doesn’t Work

From Adele Cehrs, writing in Ragan’s PRDaily: Several large companies have taken out expensive ads apologizing for bad behavior. Over the last year, Samsung, Under Armour and Deutsche Bank have all issued full-page mea culpas in prestigious publications. Reasons include missteps by a spokesperson, an attempt to control the narrative and choosing to avoid a […]


When the Friendly Skies Suddenly Turn Hostile

By Nora Jacobs, Hennes Communications If you watched mainstream news early this week, or had your news feed set to the right coordinates, you no doubt saw that United Airlines became the latest victim of a Tweet storm on Sunday, after attendants on a flight from Denver to Minneapolis refused to allow two girls to […]


Contact Us

Your name Organization name Describe your situation Your phone number Your email address
Leave this as it is