Monthly Archives: January 2012

Why if you don’t nip a crisis in the bud, it will come back to bite you in the butt

Why is it so crucial to handle a crisis properly? Because if you don’t, a crisis is a never-ending chafe on your reputation. It’s the cranky uncle who keeps embarrassing everyone at the dinner table. Or the nagging cold that … Continue reading

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Don’t wait for a crisis to meet your media

Several of us had the good fortune earlier this week to meet with two experienced journalists in Albany. Jay Jochnowitz is the new editorial page editor of the Albany Times-Union http://www.timesunion.com . Susan Arbetter is the NPR correspondent in the state … Continue reading

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Ex-wife spits in the eye of Newt

Say what you will about Republican presidential aspirant Newt Gingrich — his second ex-wife Marianne surely did. We’re not here to judge his character flaws. But he’s no dummy and he didn’t go into last night’s debate in South Carolina unprepared. … Continue reading

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Zappos.com shows how to deliver bad news first

Oops, someone hacked us. Well, someone actually hacked you. Zappos.com had a problem. It handled that problem beautifully, initially by delivering bad news first and with a fix. It delivered facts, did it in a calm way and communicated fast … Continue reading

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Catastrophic crisis only varies in intensity and enormity — apply the same strategies

Google Carnival Cruise lines today looking for a sunny getaway in the Caribbean or Mexico in March and a tragic sight pops up, a massive white luxury ship capable of carrying 4,200 passengers and crew lying on its side in azure … Continue reading

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Making Jay Z, Beyonce and Blue happy, at the expense of…

Another installment of the crisis manager’s favorite refrain, “What were they thinking?” Maybe you saw yesterday that pop and rap heroes Jay Z and Beyonce had a baby at Manhattan’s famous Lenox Hill Hospital. http://today.msnbc.msn.com/id/45934223/ns/today-entertainment/#.Tww1JJjN7lI Lenox Hill, no stranger to celebrity patients, … Continue reading

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Excellent look behind the scenes into Penn State’s crisis

This is an eye opener for crisis managers and university communications experts. It’s from the Washington Post about the first few days of the Penn State/Jerry Sandusky scandal. Very informative. http://www.washingtonpost.com/blogs/campus-overload/post/at-penn-state-crisis-management-meant-monitoring-social-media/2012/01/05/gIQAF1eKoP_blog.html

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