VW and United Airlines: Lessons for Crisis Communicators

VW and United Airlines: Lessons for Crisis Communicators

They’ve weathered the storms, but could their crises have been avoided altogether? What lessons can crisis communicators draw from the recent VW “dieselgate” crisis and United Airlines’ spate of public relations disasters, most notably its violent removal of a...
Crisis Preparedness: Lessons from a Kidnapping

Crisis Preparedness: Lessons from a Kidnapping

On October 25, 2011, a young American humanitarian aid worker, Jessica Buchanan, was in Somalia teaching children how to avoid landmines when she and her colleague were kidnapped for ransom by Somali bandits. They were held in the desert at gunpoint for 93 days before...
6 Rules for Social Media Use Before and During a Crisis

6 Rules for Social Media Use Before and During a Crisis

As is painfully well known to many companies that have endured crises, social media can be a troublemaker: An irate consumer posts a recording she captured of some impolite customer service she experienced from your company, and it’s being re-Tweeted ad nauseum. Or, a...