Last week, marketing automation provider, Hubspot, experienced an issue with one of their critical infrastructure systems that supports many parts of the platform, apparently right after announcing upgrades to its enterprise suite. HubSpot, for those not aware, is widely credited for inventing and popularizing Inbound Marketing and creating the first scalable marketing automation platform dedicated … Continue reading Why HubSpot’s Crisis Communications Was Spot On [Swyft]
Is it unreasonable for me to want to start a #MeToo #PR training to help people respond when they have accused someone or been accused of sexual harassment? Or, as more related to my profession, training for leaders who have to manage through a harassment #crisis? Even if not accused, or involved in an … Continue reading Public Relations in the era of #MeToo and #TimesUp
PR practitioners talk a lot about crisis communication and planning. I mean like daily conversations with peers, staff, and C-suite executives. It's like the four daily food groups, but for communications professionals. It is in the toolkit. It's part of the foundation. It is in every new business proposal and every agency review. Crisis Communication … Continue reading How to Avoid a Social Media Crisis
I love Starbucks. I always have. I remember my first cup in downtown Portland decades ago. I have been loyal ever since and it has been my happy place for a long time. No matter where I am, there is a Starbucks and it will feel like home. I almost always order a drink, but … Continue reading Starbucks Reminds Corporate America to Create Cultures of Communications
The characters are different and the names have been changed, but the PR crisis seems to be the mainstay of mainstream media these days. 2017 had a banner year, including one of my favorites, Dear Cosmopolitan magazine: ‘Cancer is not a diet plan’ - where I chimed in online with my perspective: Nice. The cancer diet … Continue reading Another day, another PR crisis
The reality is that even savvy business professionals and experienced marketers rarely have the ability to manage their company, develop their brand, and plan for the future – all without their rose colored glasses. You need expert assistance and someone you can rely on for sound advice, feedback, and direction. I know this all seems like a lot of work for something that might not happen, but if you find yourself in a crisis, you will be so glad that you have prepared.
I am reminded almost daily that we live in a world gone amok. Crisis Communication is rarely planed for, but often needed. To move the conversation / focus forward during a crisis, the group must specifically show regret, resolve to fix the situation, implement reforms and offer some form of restitution. No defensiveness, no claims of ignorance.