Participants were significantly more likely to blame the company for what happened when the online comments blamed the company. By comparison people were significantly more likely to absolve the company of blame if the online comments defended the organization.
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Posts Categorized: Crisis Management
Communications strategy after a “mistake”
Mistakes happen. They’re part of being human. You already know the best way to recover from a mistake is to admit to it – and fix it. It’s a good habit and it’s good communications strategy. Here’s our take on how the Alberta Government can recover after mistakenly banning the “Rebel” digital publication from media…
When one door closes… How Target closing shop in Canada opens opportunity for Sears
By Derek Logan, communications adviser “When one door closes, another opens, but we so often look so long and so regretfully upon the closed door, that we do not see the ones which open for us.” Alexander Graham Bell Businesses that endure are known not for their absence of crises, but how they are…
Emotions are stronger than facts: Deal with it
by Doug Downs, managing partner I was reading an article the other day about what the author called “Radical transparency” in Stakeholder Engagement. The overall premise of the article was that with social media and Internet search engines today stakeholder engagement has become far more complex than perhaps just 10 or 20 years ago. I…
The Superman of southern Alberta
When the floods hit southern Alberta, the man who looks more like Clark Kent, Calgary’s Mayor Nenshi, stepped forward to take on a communications role that has clearly created his legacy. As everyone knows, this June the Bow and Elbow rivers that run through Calgary surged over their banks and swamped the downtown and low-lying…
Is your crisis communications plan ready?
Few of us like to think about the unthinkable. That breath-halting moment when a critical part breaks or a human error sends a company or organization scrambling to save lives and protect staff and customers. While most companies have safety plans and emergency response plans of some form, many do not have crisis communications plans….
