Do You Stand for a Phone Interview With a Reporter?

Do you stand for a phone interview is a serious question. An in-person media interview with a reporter is less likely these days than the return of the manual typewriter.

So how do you make the best impression when you can’t see the whites of a reporter’s eyes?

Preparing for the Phone Interview

In an earlier post, we discussed developing your key messages and you’ve practiced them until they roll off your tongue smoothly, right? …Read more…

How a Manicurist Nicked a Finger and Started a Crisis

The Brewing Crisis

The Brewing Crisis

True story: a manicurist in the beauty salon of a five-star hotel, part of a global chain, accidentally nicked a patron’s finger. She ignored the customer’s complaint because she thought the cut was too small to worry about.

Next, the customer reported the incident to the salon’s manager and then the hotel’s management. They, too, waived aside her complaint. …Read more…

Crisis Communications When an “Act of God” Strikes

Act of God Crisis

Act of God Crisis

What do you do when, through no fault of your organization, an Act of God causes a crisis that harms your employees or your customers?

When Hurricane Irene wreaked havoc along the Atlantic Coast a couple of summers back,  people coped with the horrific aftermath for months. Utility companies faced a barrage of criticism for their handling of power outages that lasted for days and weeks for thousands of customers. …Read more…

Effective Crisis Management Means Sweating the Small Stuff

The phone rings and you pick it up to answer the call you never want to get. Your organization has a full-blown Instant Crisis.

Crisis Communications

There is the danger of permanently damaging your brand if you don’t manage the crisis communications effectively. Every company should research and understand the threats its faces and plan accordingly.

Emergency Response Plan

Your organization should have an emergency response plan in place for the three crises that occur most often – the Instant Crisis, an Act of God, and a Brewing Crisis. The plan must include crisis communications. No matter the crisis, it’s essential to be on top of every detail by sweating the small stuff that can come back to bite you if not handled correctly. …Read more…