Archive for the ‘Crisis Communication’ Category

Effective Issues Management Requires Imagination

November 24th, 2010 | 3:22 pm | Categories: Crisis Communication, Public Relations, Utilities

All across America, electric utilities (including many of our friends in the electric co-op world) are installing a new generation of smart meters that will help them deliver better service and improve the reliability of the nation’s electric grid. Continue reading…

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Airline misses connection on social media customer service

October 28th, 2010 | 4:38 pm | Categories: Crisis Communication, Public Relations, Social Media

Earlier this month, I wrote about how social media listening provides organizations with an outstanding opportunity to gather customer feedback and address customer service issues. The airline industry is a leader in this field. Continue reading…

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Earning respect and loyalty by embracing criticism

October 5th, 2010 | 12:51 pm | Categories: Crisis Communication, Social Media, Utilities

If you’re pleased with our work, tell a friend. If you’re not, tell us. I remember the first time I read that expression. Continue reading…

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A 21st Century Game of “Telephone”

September 23rd, 2010 | 9:24 am | Categories: Crisis Communication, Public Relations, Social Media

Remember the game telephone that you played when you were young? The class sat in a circle, and one person would whisper a message in the ear of the next person. That person whispers to the next person, and the message makes its way around the circle Continue reading…

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Bad news: Not if; when.

January 19th, 2010 | 7:12 pm | Categories: Crisis Communication

When your business experiences a significantly adverse incident or series of events that have the potential to seriously damage your organization’s people, operations or reputation, that’s not just bad PR, that’s a crisis. Continue reading…

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