I was recently asked an important question by a reader. With some tweaks made to hide the reader’s identity and particular situation, here’s what I was posed: When someone or an organization is defamed online and it goes public, and after they’ve released a statement putting light to their side of the story, should they […]
TCIP #006 – The Art of the Apology with Patrice Cloutier
Welcome to episode #006 of The Crisis Intelligence Podcast, with Melissa Agnes and Patrice Cloutier A true apology is a very powerful thing. Especially in a crisis. It can literally mean the difference between surviving the crisis with your reputation and bottom line intact, and millions of dollars in loss of annual revenue (or your […]
One Very Important Element that Most Customer Service Programs Lack Today
Customer service programs and trainings are important. It’s important to educate and train your frontline to be able to engage and empower your clients, to build relationships and to humanize your brand. These programs and trainings should be strategic and focus on things like real-time communications, social media and using the right tone. However, one […]
TCIP #005 – Teaching Crisis Communication in Higher Education with Karen Freberg
Welcome to episode #005 of The Crisis Intelligence Podcast, with Melissa Agnes and Karen Freberg. Dr. Karen Freberg is paving the way for professors and students alike. She’s an engaging professor at the University of Louisville, in Kentucky, who teaches and researches on subjects like social media for PR and crisis communication – and she’s […]
TCIP #004 – Simulating Crises for Crisis Preparedness with Rob Burton
Welcome to episode #004 of The Crisis Intelligence Podcast, with Melissa Agnes and Rob Burton. Crisis simulations are the best way to prepare your team for a crisis and to strengthen your existing crisis plan. Within this episode, Rob Burton, managing director of PreparedEx, and I discuss the benefits and fun that comes with putting […]
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