Monthly Archives: September 2011

Apologies as strategy–why they work and why they may be losing power

Posted on September 28, 2011 by gbaron

This is a very insightful article by Christopher Lehane, a former lawyer and Clinton White House spokesperson, now crisis consultant. His statement about the role of credibility is one of the simplest and most powerful expressions of the critical element … Continue reading →

Posted in Crisis Case Studies, Crisis Communications, Crisis Communicator, crisis management | Tagged , , | 2 Comments

Most now believe media are hurting democracy–new Pew report

Posted on September 26, 2011 by gbaron

This may be hard to believe, and if the media report on it, it absolutely won’t be believed–at least by 75% of the population. This new Pew report is similar to another study I saw recently which said only 28% … Continue reading →

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TV Newscast viewership up–first time in 9 years

Posted on September 22, 2011 by gbaron

While I wouldn’t consider this a swing from the Internet back to broadcast news, it is interesting that all three of the major networks saw increases in the 2010-2011 season. Average about 3% with Diane Sawyer and ABC up the … Continue reading →

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Netflix apology–good or bad?

Posted on September 21, 2011 by gbaron

Seems there is usually a herd mentality when it comes to crisis communication pundit comments about reputation crises. That’s why it is interesting to me to see such a wide variety of opinion about Netflix’s crisis and the way they … Continue reading →

Posted in Crisis Advice, Crisis Case Studies, Crisis Communications, Crisis Communicator, crisis management | Tagged , , , , , | 2 Comments

SDGE not only tweets–they do rumor management well, too (my apologies)

Posted on September 19, 2011 by gbaron

San Diego Gas and Electric demonstrated the viability and necessity of Twitter for communications in their massive power outage on September 8. But they are also demonstrating that they clearly understand one of the most important requirements of crisis communication … Continue reading →

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Free social media monitoring tools

Posted on September 14, 2011 by gbaron

I haven’t checked these out myself but considering how important social media monitoring is to crisis communication these days, wanted to forward these to you. If any of you do use them and can give the pros and cons to … Continue reading →

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Crisis communication in massive power outage reveals important lessons

Posted on September 9, 2011 by gbaron

Major crises or emergency events almost always reveal important lessons about crisis communication. That certainly is true of yesterday’s massive power outage affecting San Diego, parts of Mexico and Arizona. There are lessons here about the resilience of the Internet, … Continue reading →

Posted in Crisis Advice, Crisis Case Studies, Crisis Communications, Crisis Communicator, crisis management | Tagged , , , | 3 Comments