Comments on: 6 Tips To Handle a PR Crisis http://aerocles.wordpress.com/2009/06/09/6-tips-to-handle-a-pr-crisis/ PR, Social Media, Marketing, Advertising, TV, Music, Movies, Randomness, Poetry, Philosophy Sat, 12 Dec 2009 01:09:28 +0000 http://wordpress.com/ hourly 1 By: S. http://aerocles.wordpress.com/2009/06/09/6-tips-to-handle-a-pr-crisis/#comment-158 S. Tue, 09 Jun 2009 17:25:19 +0000 http://aerocles.wordpress.com/?p=354#comment-158 As Lauren mentioned, I believe the second bullet should be standard practice and not just in case an organization feels the need to respond right away. You should always be responding right away with a sincere assurance that you are addressing the problem - and as you stated - the details (and that well thought out and crafted response) can come later. In a PR crisis, silence speaks much louder than words. Again, Lauren nailed it on the head. Choosing the right media outlets to leverage during a crisis is smart, but if one medium has been harder on you int he past than others, avoiding them is more fuel for their fire. In fact, regularly avoiding them outside of crisis situations can be fueling their rants as well. Big brands should definitely be monitoring all forms of media, you're right. Probably the easiest way for crisis situations to be contained or even avoided in the first place. S. As Lauren mentioned, I believe the second bullet should be standard practice and not just in case an organization feels the need to respond right away. You should always be responding right away with a sincere assurance that you are addressing the problem – and as you stated – the details (and that well thought out and crafted response) can come later. In a PR crisis, silence speaks much louder than words.

Again, Lauren nailed it on the head. Choosing the right media outlets to leverage during a crisis is smart, but if one medium has been harder on you int he past than others, avoiding them is more fuel for their fire. In fact, regularly avoiding them outside of crisis situations can be fueling their rants as well.

Big brands should definitely be monitoring all forms of media, you’re right. Probably the easiest way for crisis situations to be contained or even avoided in the first place.

S.

]]> By: Jeremy http://aerocles.wordpress.com/2009/06/09/6-tips-to-handle-a-pr-crisis/#comment-157 Jeremy Tue, 09 Jun 2009 17:16:39 +0000 http://aerocles.wordpress.com/?p=354#comment-157 I think your point about knowing who your friends are and having tools in place to contact them fast is really key. Since you'll probably have a team managing your crisis communications efforts, your relationship information (contact info, recent communications) shouldn't exist just in one person's head. I think your point about knowing who your friends are and having tools in place to contact them fast is really key. Since you’ll probably have a team managing your crisis communications efforts, your relationship information (contact info, recent communications) shouldn’t exist just in one person’s head.

]]> By: Lauren Fernandez http://aerocles.wordpress.com/2009/06/09/6-tips-to-handle-a-pr-crisis/#comment-156 Lauren Fernandez Tue, 09 Jun 2009 16:53:15 +0000 http://aerocles.wordpress.com/?p=354#comment-156 For crisis communication, numerous case studies have proven that it is always best to respond quickly and efficiently. Sometimes, you don't have time or luxury to think of a well-crafted response. Crisis communication plans are key when it comes to this - you should have messages already printed out for any emergency so that you give the media something. You really should respond within 15 minutes of a crisis. (with at least a two line statement) For protocol, the only thing that people not directly involved with the plan (ie. receptionist) should know is who to refer people to. This will help with confusion, keeping statements consistent and making the message clear. Internally, a debriefing should be held so staff knows what is going on after statements have been made. A spokesperson should be appointed even when there isn't a crisis - great point. If the bloggers are the ones attacking you, you should respond to them. Don't ignore them - they will just blast you more. Just some thoughts. Good post. -L For crisis communication, numerous case studies have proven that it is always best to respond quickly and efficiently. Sometimes, you don’t have time or luxury to think of a well-crafted response. Crisis communication plans are key when it comes to this – you should have messages already printed out for any emergency so that you give the media something. You really should respond within 15 minutes of a crisis. (with at least a two line statement)

For protocol, the only thing that people not directly involved with the plan (ie. receptionist) should know is who to refer people to. This will help with confusion, keeping statements consistent and making the message clear. Internally, a debriefing should be held so staff knows what is going on after statements have been made.

A spokesperson should be appointed even when there isn’t a crisis – great point.

If the bloggers are the ones attacking you, you should respond to them. Don’t ignore them – they will just blast you more.

Just some thoughts. Good post.

-L

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