small-logo
Need help now? Call 216.321.7774

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 […]


Crisis Management: Preparing for the Next Big Event

From the Wall Street Journal’s Risk & Compliance Journal: No matter the crisis—a billion-euro loss, a breach that leaves millions of customer records at risk or a major airline accident with the CEO on board—organizations can take steps to weather the storm, according to Jeremy Smith, global leader of Deloitte Touche Tohmatsu Limited’s Crisis Management […]


I Studied How Journalists Used Twitter for Two Years. Here’s What I Learned

From Alecia Swasy, writing for Poynter: Twitter reflects the good, the bad and just plain ugly reality of social media these days. For academics, journalists and voters, there’s never been a more crucial time to talk about the impact these social media platforms have on factual journalism and being watchdogs of the powerful. It’s in […]


True or False? It Depends.

[By Nora Jacobs, Hennes Communications] When we talk to clients about the challenges of communicating about an issue they are facing, we often discuss the phenomenon of “confirmation bias” – the tendency individuals have to believe facts that support their personal points of view while rejecting similarly legitimate facts that run counter to their personal […]


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 […]


Should You Apologize for Mistakes?

If you’ve ever attended one of our seminars on crisis management, we often talk about the power of apology.  Real apologies; apologies that are authentic and true; apologies without qualification or the use of “weasel words” (e.g. “mistakes were made”). Perhaps no industry does apology better AND worse than the health care industry (hospitals, nursing homes, […]


New Rules of Engagement for General Counsels in the Age of Presidential Tweets

From our colleague Richard Levick, writing in Forbes: Reverberations from President Donald Trump’s recasting of political behavior are being felt in every corporate counsel’s office – not only in the U.S., but abroad, too. Civility, subtlety, even facts, are out. Confrontation, predawn tweeting, and “alternative facts” are in. When coupled with the disquieting new realities […]


The Oscars – When a Good-Looking Tuxedo Isn’t Enough to Save Your Reputation

[By Nora Jacobs, Hennes Communications] Wow.  One minute, you’re a global company with a brand so esteemed it almost glows.  The next, you’re the centerpiece of a social-media pile-on, raked over the coals by wits and late-night TV wannabes.  All because a partner with 20 years of service takes his eye off the ball and […]


Trump and Twitter and Trepidation – Oh My: Some Calming Crisis Management Advice

[By Thom Fladung, Hennes Communications] Stop me if you’ve heard this one: Your reputation is at risk on Twitter and the risk may be triggered by the President of the United States of America. Of course you’ve heard that one. You’ve probably seen the tweets and the stories that followed about New Balance  and Nordstrom and Toyota […]


Ways to Engage Employees Amid a Corporate Crisis

From The Wall Street Journal & Deloitte: Engaging employees can have a significant impact on an organization’s ability to anticipate, prepare for and respond to an incident. Nonetheless, nearly one-third (29.8%) of respondents in a recent poll of more than 3,900 professionals believe that employees may be the most overlooked stakeholder when their organization is […]


Contact Us

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