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: […]
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 […]
From Deloitte: 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 practice. But instead of aiming merely for […]
From our friend, Darrell Clay: Cameras are ubiquitous these days: They are found in or on street corners, hallways, retail stores, restaurants, and more. Even airplane passengers are ready to whip out their smart phones to capture and instantly share video footage on YouTube or Facebook Live. Are you prepared for the next generation of […]
[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 […]
By Thom Fladung, Hennes Communications The axe that hovered for weeks finally fell on Wednesday as 21st Century Fox announced that Bill O’Reilly would not be returning to Fox News Channel, the cable news outlet O’Reilly helped build, in the wake of a string of explosive sexual harassment claims, broken by the New York Times. […]
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 […]
[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 […]
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 […]
Crisis Management & Homeland Security Lessons from Bad Movies: Lesson #1: Be Willing to Increase the Intensity of Your Defensive Measure In the first Godzilla movie, Godzilla, King of the Monsters, the Japanese military attempted to halt Godzilla’s advance towards the heart of Tokyo by erecting a set of power lines which carried three hundred thousand […]