I was recently asked to give a guest lecture on customer service for a class at the Université de Montréal. Does this strike you as odd? I mean, what does customer service have to do with crisis management? The truth is that your organization’s customer service representatives play a big role within your brand’s issues […]
How Google Ad Endorsements Affect your Online Reputation
Google recently announced that they will share your name, photo and profile information within ads throughout their networks and services. This week, this promise has been implemented and launched. What is this new Google ad endorsement feature? When you endorse, comment on and star things across the Google services (Google+, Google Play, YouTube, etc.), these […]
The Focus of Good Crisis Management Is Always Long-Term
Everything about good crisis management is long-term. From the focus of planning and strategy development straight through to the results. It always needs to be about preserving your organization’s reputation and bottom line for the long-term. Unfortunately, too often organizations faced with a crisis think in the short-term. This mistake is so easily made when […]
3 Steps to Communicating with All of your Stakeholders in a Crisis
I’ve written in the past about the importance of understanding your social media demographics prior to a crisis striking (I even followed that post up with a great infographic to provide you with a base to start from). However, I still often get asked about the right places to post in a crisis, and which […]
You HAVE Permission to Engage
Vernice “Fly Girl” Armour was a keynote speaker at the PRSA International Conference last week. She was my favorite. Her story was insanely powerful and her message was one of depth and inspiration. Her main message was exactly as it says above, “you HAVE permission to engage”. As she spoke and repeated these words, I […]
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