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?
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 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
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
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?
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
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”
The public relations industry is in flux, maybe even in turmoil. Many discussions in 2011 centered around redefining PR. It’s time to recognize that a fundamental shift has occurred in our world and it is a shift that puts strategic communications counsel in the thick of corporate and organizational decision-making. You may say, its always … Continue reading Why communicators will (and must) take stronger leadership in organizations
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?