Read enough crisis communications plans and you’ll see a host of contingencies for communicating with journalists, lawmakers, shareholders and customers. You’ll also see a variety of templated news releases, dark websites and proposed hashtags. Rarely, however, will you see any strategies and tactics directed at one of the most important audiences in any crisis: the employees who work for the organization at the center of the incident.
Why are employees so often overlooked? Maybe it’s because communicating with them is a routine matter at most organizations. Maybe it’s because employee communications lacks the glamor of media relations and executive communications. Or... ⇢ read more
What crisis management lessons can a disaster like Hurricane Florence provide to organizations and the PR pros who support them?
Recently, I flew into North Carolina to help a friend with what started as a small, rural nonprofit dealing with the aftermath of Hurricane Matthew. My friend saw a need and stepped in — using her natural gifts and savvy about people — to grow the organization to be a key player in her county during Hurricane Florence.
Our PR Challenge: Staying “rural relevant” while quickly getting the organization “more sophisticated” in media relations and big-time grant opportunity development.
After my years of working... ⇢ read more
Everyone makes mistakes. We have been taught this from a very young age. In many situations, mistakes are understandable and easily handled. However, they do tend to make situations more difficult, and often, more complicated. When your company is confronted with a crisis, there is rarely any leg room for added complications. Addressing possible mistakes or pitfalls in crisis management is integral to the process. Although you cannot see into the future, there are a number of common pitfalls that may be stealthily avoided with the right amount of preparation, communication and teamwork.
No Action Plan
In order to tackle a crisis... ⇢ read more
“I will contribute to Puerto Rico’s recovery by not becoming an unemployment statistic.”
That statement became my mantra as soon as I knew my family, friends and employees were safe after Hurricane Maria wiped out Puerto Rico’s power, telecom, and basic needs infrastructure.
Yes, we have helped in volunteer efforts and community building initiatives, but making sure that my clients were properly served and that we kept our jobs became a top priority, especially the first days after the storm.
This is how we “Ricanstructed” our business during the first 72 hours after Hurricane Maria:
Knock, Knock. It’s me.
As all wireless telecom systems collapsed... ⇢ read more
Much has been written about the importance of organizations communicating effectively in the wake of a tragedy. That includes being mindful of what you say to avoid appearing tone-deaf.
From the devastating hurricanes in Texas, Florida and Puerto Rico to the mass shooting in Las Vegas and the Harvey Weinstein sexual harassment scandal, we’ve seen countless viral examples of people who got it wrong.
There’s the CBS News attorney who posted a comment about the Las Vegas shootings on Facebook, “I’m actually not even sympathetic [bc] country music fans are often republican gun toters.” And, Donna Karan who weighed in on the... ⇢ read more
For companies like Pepsi and United, these past few weeks have not been “friendly” after long hours trying to battle crises within their respective organizations.
Every time a crisis hits major corporations, such as these, public relations professionals are left scratching their heads wondering who is in charge and why the PR people “didn’t have a seat at the table?”…from the beginning.
PR professionals are oftentimes called in after the crisis hits versus having a seat at the table during the initial planning and strategizing phases.
It’s clear that in the case of Pepsi, the advertising firm created what they thought was a... ⇢ read more
As a child, my mom diligently worked with me to read books every week. From stories of emperors with no clothes to giants in the sky, one of my favorites was the story of “The Three Little Pigs.” To this day, I am not sure why that story resonated with me, although I am sure it had something to do with the fact my mom always made funny voices for the pigs and the wolf. The moral of the story rings true, especially in Oklahoma; better to work hard and be prepared than to be ill-prepared.
During the spring months, we... ⇢ read more
In times of controversy, Elton John was right. Sorry seems to be the hardest word. Look no further than Bill Clinton, Paula Deen and British Petroleum CEO Tony Hayward.
In what The Atlantic calls “one of the most famous apologies in modern American history,” President Bill Clinton sounded stony and defiant in August 1998 when, after seven months of denials, he delivered a televised speech admitting to a sexual affair with Monica Lewinsky.
Paula Deen’s ill-fated 2013 apology tour for using a racial epithet resulted in the loss of sponsors such as The Food Network, QVC and Walmart, and ultimately, led to... ⇢ read more
There have been a few events/circumstances that occurred recently, which have prompted me to consider starting a new movement. Who's with me?
“What is it?” you are asking? Well, I would like to propose a new direction/focus to the practice of Public Relations and call it…Common Sense Communications. I think it might better explain what we do and how we personally approach the discipline as it relates to our clients and life in general.
A client called recently with a potential crisis at its facility, which was brought to their attention by a customer. Without providing all the important information to us,... ⇢ read more
By Felicia K. Knight, President The Knight Canney Group KnightCanney.com
Ladies and Gentlemen, we have a winner! Three winners, actually. Yes, the Powerball has been won. To all you winners, your dreams have come true. But you are about to be thrust headlong into a public relations nightmare—unless you take steps to save yourselves.
None of you live in Delaware, Kansas, Maryland, North Dakota, Ohio, or South Carolina, which means, by law, you must be identified as a winner. And that’s when the ticket hits the fan.
Once you’re photographed holding that big check, you will be amazed at the number of relatives,... ⇢ read more