Tag Archives: crisis response

opinion and insights

Reputation pitfalls of demand-based journalism

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A Ketchum colleague recently shared this post from the Chief Product Officer of Forbes Media.  In it, she describes the Forbes new model of “Entrepreneurial Journalism,” where freelance writers are paid by the size of the audience they attract.

I’m a loyal Forbes subscriber, but I’m disappointed with the direction here.  I believe this will have negative implications for crisis management.

Why?  Several reasons:

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crisis response

Two sets of keys for crisis communications

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Bill SalvinFellow blogger and crisis manager, Bill Salvin, recently posted on three keys for crisis communications in the digital age.  The keys he shares are honesty, speed and images.

Here are excerpts from each key:

Honesty:  Let everyone on your team know that your integrity is the most valuable commodity you have in a crisis and it must not be compromised.

Speed:  The dynamics of a crisis can change based on external events. Once identified, empower your team to make the tactical decisions required to communicate events as they unfold.

Images:  People believe what they see over what they hear. You can have great talking points and a great spokesperson destroyed because the words are out of sync with the images coming from the scene.

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crisis response

Workplace communications during a crisis

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Former colleague and current Examiner.com columnist, Phil Mann, recently interviewed me for his article, “The importance of workplace communications during a crisis.” 

Key callout:

Donnelly argues that the employee audience is a crucial one that, in an ideal world, should be addressed first or at least simultaneously to the initial release of public information. He believes this is even more essential given the immediate access to information today via social media.

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crisis response

Are you an “expert” crisis counselor?

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Recently, I guest lectured at UNC Charlotte, where the students continue to ask great questions, including:  “At what point in your career do you know you’re a crisis management expert?  When you know that your counsel is right?”

My stock answer: “I don’t have all the answers, but I’m pretty confident that I’ll make a good case for my counsel and that I’ll ask all the right questions.  That’s why I can say I’m an expert.”

Allow me to expand on that:

I don’t think any experienced crisis counselor can suggest they have all the answers to every situation.  There are too many judgment calls that need to be made, based only on information that is available at any given time.  The best of the best can be fairly confident that they’re providing the best possible counsel.  That doesn’t mean the counsel is always right.

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crisis response, opinion and insights

More Qantas/Rolls-Royce problems; more Jaques’ perspectives

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Last November, Qantas was thrust into the spotlight for an emergency landing seemingly caused by one of its Rolls-Royce engines.  Recently, the airline has faced a few more incidents involving Rolls-Royce engines. 

Once again, I reached out to Australian blogger and crisis management expert Tony Jaques for more perspectives on the situation.  Following is a summary of our dialogue:

J.D.:  What is the media/public sentiment in Australia right now — any scrutiny pointed at the airline or the engine manufacturer?  Any notable public anger or fear of flying?

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