Even Smart Companies Are Dumb About Crisis Communications

Have you examined your crisis communications plan lately? Is it up to date? Do you even have a crisis plan in place?

Apple, the company that invented the smart phone, was dumb about the way it handled the instant crisis of the awful Maps app on its iPhone 5. You don’t want to find yourself in the in the same predicament if something goes wrong at your company.

Silence at First

Apple fans were worked up into a tizzy in anticipation of the new phone with the usual lines circling Apple stores when the phone went on sale. But much to their dismay, Google Maps was nowhere to be found. Apple had substituted its own Maps app. What a clunker. Whole cities were missing, and you risked being directed to a street that led nowhere. A new pejorative — “Mapplegate” — entered the lexicon. …Read more…

The 12 Worst Mistakes in Working With the Media

As the saying goes, the more things change, the more they stay the same. The web has changed the way we work with journalists. Many media interviews take place in email exchanges. Reporters conduct interviews on Skype. The news cycle is now 24/7.

Follow the Rules

But, as the saying goes, the more things change, the more they stay the same. The basic rules of working with a reporter on a story …Read more…

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…