It has taken Equifax several attempts (and CEO’s) to get their crisis communications right, following the massive data breach that has impacted more than 143 million people. What do I mean by “right”, you ask? I mean everything from their tone of care and concern, to admitting their need for improvement, to answering key stakeholder […]
About Melissa Agnes
The Critical Component Missing From Your Marketing and Communications Processes
Over the weekend, the organizers of Montreal’s St. Jean Baptiste parade were accused of racism, when an image of a float being pushed solely by people of color, went viral. While I’m confident that this situation was unintentional, it’s not the first time we see an organization experience an avoidable controversy on account of their […]
Should Your Communications Department Have Crisis Communication Autonomy?
A viewer recently asked me what my stance is on the communications department being granted crisis communication autonomy. This is a really great and common question – one that usually stems from a much bigger issue within the organization. In this week’s crisis-ready video, I answer this question and address the bigger issue. So, if […]
Common Crisis Simulation Question Answered: How To Prepare
I recently published a video discussing the best way to train your staff to be crisis-ready (hint: it’s by conducting a crisis simulation). At the end of the video, I invited viewers to ask me questions so that I could help them – and you – prepare and conduct a successful exercise. While I received […]
United Airlines, What Were You Thinking?
When a passenger was physically and brutally dragged from his seat aboard United Airlines’s flight 3411 earlier this week – and when the footage of this scene went viral around the globe – the airline’s crisis response was shameful on multiple levels. This is a terrible situation for any organization to find itself in, but […]
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