Monthly Archives: November 2010

When does it make sense to challenge erroneous media stories? A new strategy emerging.

Posted on November 29, 2010 by gbaron

I’ve seen the interchange often. A CEO or senior executive gets steamed by a negative story in the media. “Call the reporter! Call the editor, call the publisher!” they order their PR folks. And then the ultimate threat–”Call the advertising … Continue reading →

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Tiger Woods, BP and you(?): It’s tough digging out of the pit

Posted on November 23, 2010 by gbaron

When you observe the hulking wrecks of once vaunted reputations, like BP and Tiger Woods, it makes it very clear why protecting a reputation is so important. Because rebuilding one once it has been trashed is extremely difficult. Tiger’s position … Continue reading →

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My customer service “crisis:” further comments

Posted on November 21, 2010 by gbaron

Now that I am back home, enjoying the beautiful snow in Bellingham, have a full tummy and a good night’s rest, I can look back on the “flight from purgatory” with a little less emotion. I much appreciate the comments … Continue reading →

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When is a customer service problem a crisis?

Posted on November 20, 2010 by gbaron

First, a warning. I’m in a pretty bad mood right now. I’m sitting in an airport gate in Pasco, WA instead of home where I belong. My flight from LAX to Bellingham last night was delayed by two and a … Continue reading →

Posted in Crisis Case Studies, Crisis Communications, crisis management, Uncategorized | Tagged , , | 4 Comments

Marketing Daily’s comments on Carnival, and industry impact

Posted on November 15, 2010 by gbaron

Comments from Crisisblogger on the Carnival Cruise lines communications ended up in this Marketing Daily article today. It’s a good article with some good comments (not referring to mine of course) and shows the linkage between crisis communication and marketing. … Continue reading →

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What’s abuzz in the PR industry? Top 10 from PRSA Conference

Posted on November 13, 2010 by gbaron

I attended the 2010 PRSA International Conference in DC last month along with about 2000 or more of my fellow communicators. That’s means probably about 90% of communicators did not attend, but they (probably you) may be very curious about … Continue reading →

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Carnival Splendor–how they doing?

Posted on November 11, 2010 by gbaron

Since I was just asked by Ragan Communications for a few comments on the Carnival Cruise crisis, I’d thought I’d share my thoughts with you. 1) Crises like these have almost as much impact and risk for all major players … Continue reading →

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My Daily Dog op-ed: Should PR publications be more analytical of media coverage?

Posted on November 9, 2010 by gbaron

While at PRSA I happened to run into Jim Sinkinson, the publisher of Bulldog Reporter’s Daily Dog online newsletter for the PR industry. It’s my understanding this is the leading online newsletter for PR folks with over 25,000 subscribers. I … Continue reading →

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“Profits before safety” Is this dog bites man, or man bites dog story?

Posted on November 9, 2010 by gbaron

One of the most predictable story lines of any major accident involving a major corporate player is the headline: “Company Puts Profit Before Safety.” It is as expected in crisis communication as “Congressman calls for new rules” in the wake … Continue reading →

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Qantas, Rolls Royce, BBC and is Twitter all that important?

Posted on November 8, 2010 by gbaron

Interesting discussion about Qantas and their communication lapses relating to the engine failure. Interesting in part because BBC London just called asking me to participate in their evening news show tonight by satellite uplink to comment on Qantas and more … Continue reading →

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