In the perception of more than a few people, crisis communications is the art of twisting or hiding the truth, aka ‘spin’. Shows like scandal have done much to promote that narrative, but so have harmful actions by some PR professionals, like in the recent Lively/Baldoni debacle. But in the same way that lawyers (who also get their share of negative preconceptions) are motivated by a range of values, professionals in the crisis management space are too.
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Embracing Backlash: How Brands like Bud Light Should Navigate DEI-Related Campaigns in the Face of Backlash
In today’s politically-charged climate, brands that champion DEI may find themselves at the center of controversy. While backlash from intolerant individuals may be disheartening, it’s essential for brands to take ownership of their DEI-related campaigns and stand firm in their values. In such instances, brands should expect backlash, stand firmly behind their DEI initiatives, view …
Combating Misinformation, Disinformation, and Mal-information Using PR 
There’s no doubt that the terms ‘fake news’ and ‘disinformation’ have become a regular part of our collective lexicon in recent years. It’s clear that the media, and social media in particular, can easily be co-opted for malicious purposes. While this phenomenon is now being recognized more readily in political contexts, not enough attention is …
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Joe Rogan–Spotify controversy: By attempting to appease everyone, Spotify is angering everyone
Over the past few weeks, streaming giant Spotify has faced boycotts by artists and fans over its loyalty to Joe Rogan’s controversial podcast. Rogan recently came under criticism for spreading false narratives about the coronavirus, his use of racial slurs, and recent controversial comments about the use of the word ‘Black’. Traffic to the cancellation …
What Activision Blizzard’s recent PR woes can teach us about responding to employee misconduct claims
To continue my series reviewing recent PR Disasters that took the cake over the past two years, I’ll be looking at video game company Activision Blizzard, maker of Call Of Duty, World of Warcraft and Candy Crush. Activision’s recent PR woes provide a classic case study of how delays in reporting or responding to situations …
From Volkswagen to Snickers: Commercials that provoked social media outrage and lessons to take from them
The past two years have brought us a good deal of PR crisis situations and over the coming weeks, I’ll be reviewing some of the most interesting and discussing what lessons they reveal. Kicking off the list are two disasters connected to controversial commercials that came from Snickers and Volkswagen. Volkswagen Apologizes for Racist Ad …
Managing Expectations in Crisis Management: the Achievable v. the Ideal
Clients going through PR crises or litigation always want to get every bit of positive information out there. They are convinced that if only the world could hear their full side of the story, they would surely be vindicated. Unfortunately, crisis management and litigation communication strategies are easily doomed by such utopian expectations. Education campaigns …
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How to Choose an Effective Spokesperson for Your Organization
Having a strong spokesperson can be an extremely powerful weapon in an organization’s communications arsenal, particularly in times of crisis. A spokesperson speaks on behalf of your organization and is generally preferred over a written statement or fact sheet — people relate better to people. More and more in our present media-sensitive world, organizations are …
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Reputational Risk vs. Legal Risk? Harmonizing Legal and PR Strategy for Effective Crisis Response
If you’re a fan of The West-Wing or watched Eli Gold in action on The Good Wife, chances are that recall a time when a lawyer and PR manager butted heads over whether or not a client should give a statement on an emerging crisis, issue an apology, etc. The age-old conflict waged between legal …
Why and How CEOs Should Prepare for Crisis
In today’s digital context, it is very easy for crises to get out of hand. For instance, an unofficial quote from a CEO could easily go viral and do more damage than the original issue — just ask Lloyd Blankfein or Tony Hayward. This is why it is necessary for CEOs, in particular, to prepare …
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