When You Flub Your Response in an Instant Crisis

 When a crisis occurs, how can we communicate in today’s instant world?

When Richard Branson’s Virgin Galactic crashed, he immediately announced it on Twitter, and apologized in a news briefing thus getting in front of the story. crisi logoOn the other hand, Brian Williams’ exaggerated chopper story began on Facebook when someone on the actual chopper said Williams wasn’t on board. (So much for those who think they can hide bad news.) In either case, the stories spread swiftly through different channels soon after.

Branson’s response followed the basic rules of crisis management:

  • Get bad news out fast,
  • Don’t lie,
  • Acknowledge the problem,
  • Provide ongoing information and
  • Show sincere sympathy for those affected.

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Why it’s Not OK to Tell a Little White Lie, Brian Williams

Dear Brian Williams: say it isn’t so.NewYorkPost3

But it’s too late because you already lied in the story you told about being in a helicopter that was hit by a rocket-propelled grenade in 2003. You weren’t.

That “little” white lie should end up with Williams losing his job. He’s already taken a leave and NBC has launched an investigation of his other reporting, including whether he saw a body floating by his hotel room in the aftermath of Hurricane Katrina.

We love to listen to stories, but feel betrayed when the storyteller isn’t telling the truth. …Read more…

Should You Use Profanity in Your Presentations and Media Interviews?

OFFENSIVE LANGUAGEIn addressing financial analysts, Jamie Dimon, the CEO of JPMorgan Chase, made headlines when he uttered a profanity in describing the firm’s legal issues.

He used a fairly mild swear word when he said the company needs to be “…careful to “stop stepping in dog****, which we do now and then.” …Read more…

How to Recover When a Spokesperson Tarnishes Your Brand

Did you catch the video of the Chevrolet zone manager’s presentation of the MVP award to San Francisco Giants’ pitcher Madison Bumgarner after his spectacular win in the 2014 World Series final?

Rikk Wilde, the designated spokesperson, became the butt of a lot of criticism and Chevy’s brand was tarnished – for about 24 hours. Then the Chevrolet PR and ad people decided to make lemonade out of a lemon and jumped all over the giant blooper in advertising and social media.

Here’s the presentation that had everyone talking and what Chevy did about it.

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