Netflix apology–good or bad?

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 are handling it. The Netflix crisis is a little different than most reputation crises. It … Continue reading Netflix apology–good or bad?

Netflix price increase brouhaha: unnecessary outrage amplified

Thanks to Matt Wilson of Ragan Communications for getting me to think about Netflix and the tempest they created with a bungled service change announcement: Did Netflix just throw their entire franchise away by bungling a price increase announcement? As I write this “Dear Netflix” is one of the top trending topics on Twitter and … Continue reading Netflix price increase brouhaha: unnecessary outrage amplified

Netflix gets it–swift and proactive steps when you goof up

Netflix had a problem with the delivery of their DVDs. Here is the message they sent to subscribers: We’re Sorry Your DVD Was Delayed Dear Paul, As you may have heard, our shipping system was unexpectedly down for most of Monday. We should have shipped you a DVD but were unable to. Your DVD was … Continue reading Netflix gets it–swift and proactive steps when you goof up

Twitter takes one more step toward news

As of now, 2013 we still have an Internet world which includes a social media world, and we have a TV world. Sure, there are crossovers–like Netflix and Hulu and all the stuff that now comes with your Apple TV (enjoyed a terrific documentary last night on the Smithsonian Channel on Apple TV). Those different … Continue reading Twitter takes one more step toward news

Is Instagram TooLateagram?

It seems a bit ironic that an iconic brand with “instant” in its name may be severely impacted in crisis response by offering “too little, too late.”  “Too late” is now the classic story of much crisis response and may well describe the latest attempt of Instagram co-founder and CEO Kevin Systrom to quell the … Continue reading Is Instagram TooLateagram?

Instagram–is this the dumbest move ever? (and it gets worse)

I’m following with interest the online hubbub over instagram. The short of it is Instagram, owned by Facebook, changed their Privacy Policy and Terms of Service to include their right to sell the images on Instagram to anyone without any compensation. Not sure if they were going to let you know first, or just sell … Continue reading Instagram–is this the dumbest move ever? (and it gets worse)

Apple’s CEO shows how to handle a media-caused crisis

I’ll admit it. I’m an Apple fan. I’m writing on a huge iMac, with four other Apple products nearby. And yes, I own some stock, but purchased recently unlike my much smarter children who bought it a long time ago. So I’ve been watching Tim Cook, Job’s replacement, very closely for clues to what Apple’s … Continue reading Apple’s CEO shows how to handle a media-caused crisis

Why I think most are wrong about the Komen Foundation’s “mistakes”

I’ve really been struggling with this one. Something is amiss here. I’ve read lots and lots of comments from PR and crisis communication practitioner’s about how badly Komen screwed up their PR and crisis communications. Some even seem to think that Founder and CEO Nancy Brinker’s swept back hair and somewhat haughty demeanor in her … Continue reading Why I think most are wrong about the Komen Foundation’s “mistakes”

Are we losing perspective on reputation crises?

I receive several email newsletters on public relations issues and business crises are among the favorite topics. Pitches for blog posts from authors or PR pundits frequently focus on the reputation crisis of the day. Commenting and reporting on reputation crises is getting to be like the news business itself–it’s all about immediacy, and if … Continue reading Are we losing perspective on reputation crises?