Archive for the ‘Crisis Communication’ Category
Is public confusion a reason to keep quiet?
Posted by: Michael on: October 31, 2008
What happens when your competitor or affiliate in the same industry is struck by a crisis, but your organization is not affected? Should you come out with prepared statements, ready to face the press, letting everyone know that you are not vulnerable, or should you sit back and let the organization under siege do its [...]
Distrust: Easier Spread than Undone
Posted by: Michael on: September 30, 2008
On the latest episode of Bullseye Media’s Roundtable, Doug Haslam, in conversation with Valeria Maltoni and Sarah Wurrey, brought up the issue smaller, trustworthy banks and their possible struggle to prove themselves worthy in face of the collapse of a number of well-established stalwarts.
Discussing crisis communication and how it relates to the financial crisis [...]
Crowdsourcing Ignorance: A Fault With Social Media
Posted by: Michael on: July 7, 2008
As The Times of India reports China’s warning for the Dalai Lama to not disrupt the Olympic Games opening next month, it will be interesting to keep an eye on how social media promotes both sides’ perspective in the battle for public opinion.
We know, with the case of Wikipedia, misinformation is usually corrected through crowdsourcing, [...]
Give and Take on ‘Sorry’: Balancing the Scales of Justice
Posted by: Michael on: June 25, 2008
As a follow-up to my pro-apology post, I’m going to present an anti-apology case.
At the World Conference on Disaster Management, Norm Keith from Gowlings, a law firm with a specialty in health and workplace safety, gave a presentation on legal issues surrounding emergency management and response. He mentioned that his firm was defending a client [...]
Sorry the Best Answer for Human Element in Reputation Management
Posted by: Michael on: June 18, 2008
At the World Conference on Disaster Management that just wrapped up today in Toronto, James Lukaszewski said immediate, aggressive and genuine apologies are the single most effective way at preventing litigation arising from an organization’s screw up.
It was found that when patients who feel they have been the victims of medical malpractice are given a [...]
Transparency and Openness In a Crisis
Posted by: Michael on: June 10, 2008
Daniel Muzyka, entrepreneurship professor at UBC’s Sauder School of Business had an article in the Globe and Mail’s Report on Business. I liked this snippet:
If you are part of the crisis, you are involved and need to dedicate immediate and adequate effort to understanding and communicating the issues.
And this has to be done with transparency. [...]
Armchair Analysis: Does the Calgary Zoo have a Lingering Crisis?
Posted by: Michael on: May 14, 2008
As listeners of my podcast know, I wrote my Master’s paper on the phenomenon of the lingering crisis, a typology first characterized by DeVries and Fitzpatrick in a study on the Smithsonian National Zoo.
My paper consists of a meta-analysis of the Zoo case, Dow Corning’s breast implant crisis, Denny’s restaurants’ discrimination crisis, and the [...]
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