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Posts tagged “crisis management”

NBC gets the scoop – on itself

One of the key questions any organization has to ask itself when facing a high profile crisis that is about to go public is, “Do we proactively disclose it and get our side of the story out there first, or do we sit back and monitor the story arc to determine how we will respond?”

NBC answered this key question in the Matt Lauer scandal by going proactive, using its own “Today” platform to publicize its decisive action to fire Lauer without additional investigation after what an NBC spokesperson is claiming to be the first and only allegation of this kind against Lauer in more than 20 years of employment. Some are saying this action was a critical move to protect NBC’s reputation – but is that really what was at play here?

Just one day later, multiple news outlets…

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And the Oscar goes to … the wrong film

PwC, the global accounting powerhouse that has been counting the Academy Award ballots since the 1930s, made a pretty big mistake when a company executive handed Warren Beatty and Faye Dunaway the wrong envelope at the end of the telecast Sunday night. But they atoned pretty darn well from that point forward, and quickly turned the page by simply taking responsibility and apologizing – something rare in this day and age.

When the story blew up on social, PwC acted quickly to apologize in the same venue. With 164,000 Twitter followers and a full night of live tweets from the Red Carpet already posted, PwC couldn’t hide. Instead, they promptly posted an apology and took responsibility. Many companies would have waited until all the facts were known, an understandable…

Continue Reading And the Oscar goes to … the wrong film

Safety at the airport: It’s not just after you get through security anymore

Last week, as I was putting the finishing touches on a presentation I am doing on handling communications around an active shooter situation for the Airports Council International (ACI) trade association’s annual gathering of risk managers, I suddenly had a bunch of new material to discuss after Friday’s tragic events in Fort Lauderdale.

Unfortunately, airports are becoming increasingly common targets for violence, and their exposure points are being uncovered by those who seek to do harm to innocent people who happen to be in the wrong place at the wrong time. From Brussels to Los Angeles and Oklahoma City to Fort Lauderdale, travelers are finding themselves in harm’s way outside of established secure zones.

While TSA officials, airports and airlines have done a…

Continue Reading Safety at the airport: It’s not just after you get through security anymore

Jared may be getting off the Subway

The news that Subway restaurant pitchman and famous weight-loss success story Jared Fogle might be linked to a child pornography case underscores the need for companies that leverage celebrity spokespeople to remain vigilant of their activities long after background checks are conducted upfront. Fogle has been a mainstay of Subway advertisements for 15 years, and founded the Jared Foundation in 2004 to encourage children to develop healthy habits of eating and exercise.

Let’s be clear. Fogle hasn’t been accused of anything, but he may never regain his credibility as a spokesperson. Even the hint of crimes against children can taint a person forever in the court of public opinion.

In May, the Jared Foundation’s former director was indicted on federal child…

Continue Reading Jared may be getting off the Subway

Decisive action prevents Zoo from being mauled in court of public opinion

Cleveland Metroparks Zoo acted quickly and decisively when a toddler fell into the cheetah exhibit over the weekend, allegedly dropped by his mother who was inexplicably dangling the child beyond the secure parameters of the exhibit’s enclosure. Once the child was recovered safely, Zoo officials quickly determined through eyewitness interviews that the mother ignored warning signs and put her child in danger, allegedly leading to the accident.

What makes this situation different than many is that Zoo officials chose to communicate their findings and intent to pursue criminal charges immediately so the media could include that important information, even in the first round of coverage. Without that decisive action, the media would have been left to speculate as to…

Continue Reading Decisive action prevents Zoo from being mauled in court of public opinion