Crisis Management Thoughts » crisis response

Out of Date

Jonathan Bernstein — Fri, 26 Mar 2010 20:34:28 +0000

Any crisis communications or other crisis management-related plan written more than two years ago and not updated since has gaping holes in it as a result of changes in social media.

– Jonathan Bernstein

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Weaknesses

Jonathan Bernstein — Sat, 20 Mar 2010 17:19:42 +0000

Everyone has adversaries. Do you know their weaknesses?

– Richard Levick, Levick Strategic Communications

Causes and Conditions

Jonathan Bernstein — Thu, 18 Mar 2010 00:31:57 +0000

Failure to address the causes and conditions of crises guarantee they’ll happen again.

– Jonathan Bernstein

Nightmare or Reality?

Jonathan Bernstein — Sun, 14 Mar 2010 04:10:10 +0000

I had a nightmare last night that our reputation was going down the drain while we held committee meetings to try and figure out how to respond.

– Anonymous CEO

Superficial

Jonathan Bernstein — Fri, 12 Mar 2010 23:14:33 +0000

A long habit of not thinking a thing wrong gives it a superficial appearance of being right.

– Thomas Paine

You’re Not Ready

Jonathan Bernstein — Fri, 26 Feb 2010 23:07:42 +0000

Nothing taught in most MBA programs prepares CEOs for giving media interviews during crises.

– Jonathan Bernstein

Courage

Jonathan Bernstein — Thu, 25 Feb 2010 15:32:01 +0000

Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen.

– Winston Churchill

The Principle of Contempt

Jonathan Bernstein — Sun, 21 Feb 2010 04:06:27 +0000

There is a principle which is a bar against all information, which is proof against all arguments and which cannot fail to keep a man in everlasting ignorance — that principle is contempt prior to investigation.

– Herbert Spencer

Nobody’s Ready

Jonathan Bernstein — Thu, 18 Feb 2010 21:02:04 +0000

Based on my 25+ years of experience, less than 5% of American businesses are fully prepared for their 10 “most probable” future crises.

– Jonathan Bernstein

Online Gossip

Jonathan Bernstein — Sat, 13 Feb 2010 22:55:07 +0000

The better your reputation, the worse the online gossip when you stumble.

– Jonathan Bernstein

Do Not

Jonathan Bernstein — Fri, 12 Feb 2010 16:21:35 +0000

The Athenians, alarmed at the internal decay of their Republic, asked Demosthenes what to do. His reply: “Do not do what you are doing now.”

– Joseph Ray

The Roots

Jonathan Bernstein — Sat, 06 Feb 2010 15:43:47 +0000

The roots of some reputation management issues are very simple — like not paying your vendors when you promised to.

– Jonathan Bernstein

Priorities

Jonathan Bernstein — Fri, 05 Feb 2010 18:57:28 +0000

If communication is not your top priority, all of your other priorities are at risk.

– Bob Aronson

Us v. Them

Jonathan Bernstein — Sat, 30 Jan 2010 17:04:16 +0000

Are you too stuck in “Us v. Them” to put yourselves in Their shoes and figure out how to connect with Them?

– Jonathan Bernstein

It’ll Never Happen

Jonathan Bernstein — Wed, 27 Jan 2010 18:45:37 +0000

What have you sworn will “never happen” to your organization?

– Jonathan Bernstein

Crisis-Fueled

Jonathan Bernstein — Fri, 22 Jan 2010 05:42:32 +0000

Crisis-fueled fear brings out the best and worst in crisis managers.

– Jonathan Bernstein

Crisis Management Tripod

Jonathan Bernstein — Fri, 22 Jan 2010 02:57:23 +0000

Vulnerability assessment, planning and training are the tripod that should support any crisis preparedness program.

– Jonathan Bernstein

Professional Chicken Little

Jonathan Bernstein — Sat, 16 Jan 2010 20:31:27 +0000

Sometimes I feel like a professional ‘Chicken Little,’ which I suppose is better than being an amateur ostrich.

– Jonathan Bernstein

Is it Positioning or Spin?

Jonathan Bernstein — Wed, 13 Jan 2010 02:56:26 +0000

Positioning is helping your stakeholders understand your message the way you intended it to be understood. Spinning is trying to get your stakeholders to believe something you know isn’t true.

– Jonathan Bernstein

Disasters Don’t Care

Jonathan Bernstein — Sat, 09 Jan 2010 19:00:07 +0000

Disasters don’t care that you plan to roll out your crisis preparedness program over a four-year period, starting next year. Which is remarkably similar to what you said LAST year. If the shoe fits…

– Jonathan Bernstein

Critic Crisis Management

Jonathan Bernstein — Tue, 05 Jan 2010 00:40:28 +0000

If a critic is intent on making himself look like an idiot, you’re often better off letting him do that versus attempting to refute him.

– Jonathan Bernstein

Avoiding Scrutiny

Jonathan Bernstein — Mon, 28 Dec 2009 20:55:24 +0000

If you don’t want to burden yourself with a lot of unwanted scrutiny, try being transparent.

– Jonathan Bernstein

Principals Principles

Jonathan Bernstein — Sun, 27 Dec 2009 04:52:03 +0000

The principles of crisis management always apply, but the principals don’t always apply them.

– Jonathan Bernstein

Would-Be Davids

Jonathan Bernstein — Mon, 21 Dec 2009 22:34:05 +0000

The Internet provides many would-be Davids with ready-made slingshots.

– Jonathan Bernstein

Back it Up

Jonathan Bernstein — Fri, 18 Dec 2009 01:38:45 +0000

The term “backup” should be applied to critical personnel, not just to computers. In times of crisis, you can’t rely on being able to contact crisis response team members — each of them should have at least one, ideally two, other people trained to step in as backup

– Jonathan Bernstein

Reporter Remorse

Jonathan Bernstein — Tue, 15 Dec 2009 20:32:51 +0000

The longer you talk to a reporter, the greater the chance you’ll say something you’ll regret.

– Jonathan Bernstein

Broader Problems

Jonathan Bernstein — Tue, 08 Dec 2009 19:15:58 +0000

Poor response to a crisis is typically a symptom of much broader organizational and ego problems.

– Jonathan Bernstein

Gauging Reaction

Jonathan Bernstein — Sat, 05 Dec 2009 09:36:50 +0000

Don’t gauge the impact of a crisis by the size, frequency and placement of news coverage. Measure, instead, how it is ACTUALLY impacting your stakeholders, internal and external. Yes, that means you need to ask your stakeholders to give you feedback, not just guess about their reactions based on a few calls, hostile or friendly.

– Jonathan Bernstein

Preparing for Disaster

Jonathan Bernstein — Fri, 04 Dec 2009 22:09:53 +0000

It is easier to figure out what to do and say in response to a massive physical disaster than it is in response to a strictly reputational threat, yet many organizations prepare for the former and few for the latter.

– Jonathan Bernstein

Foresight and Your Money

Jonathan Bernstein — Tue, 24 Nov 2009 17:45:14 +0000

Ninety percent of the crises to which I’ve responded over the past two decades have been, in hindsight, completely preventable. Foresight, for those who engage in crisis preparedness, has proven to be far more cost-effective than hindsight.

– Jonathan Bernstein

The Court of Public Opinion

Jonathan Bernstein — Fri, 20 Nov 2009 23:02:44 +0000

There is no due process in the court of public opinion.

– Jonathan Bernstein

Urgent Tones

Jonathan Bernstein — Sun, 15 Nov 2009 21:58:49 +0000

It’s usually not politically wise to “tell” a client (or your boss) what to do with regard to crisis prevention or response. Making suggestions is a better way to go. But you have to communicate urgency, the sort of tone you might use when saying, “I suggest that you not light a match when you’re standing in a pool of gasoline.”

– Jonathan Bernstein

Road to Hell

Jonathan Bernstein — Wed, 11 Nov 2009 17:09:21 +0000

The road to hell may be paved with good intentions — but why, when organizations find themselves on that road, do they often guard it instead of taking another road?

– Jonathan Bernstein

Thirsty?

Jonathan Bernstein — Sat, 07 Nov 2009 16:19:13 +0000

For some horses, the best you can do is point them in the direction of the water and remind them that they’re dying of thirst.

– Jonathan Bernstein

Be Prepared

Jonathan Bernstein — Thu, 29 Oct 2009 15:16:14 +0000

The Internet can be a powerful weapon for crisis management, but without preparation and planning it is simply another poorly hoisted petard.

– Jonathan Bernstein

The Difference Maker

Jonathan Bernstein — Tue, 27 Oct 2009 22:40:47 +0000

The difference between a crisis and a disaster might be you.

– Jonathan Bernstein

Just Ask!

Jonathan Bernstein — Sat, 24 Oct 2009 17:01:31 +0000

News headlines will seldom tell you what YOUR important audiences believe about your crisis situation. You have to ask them!

– Jonathan Bernstein

Right, or Required?

Jonathan Bernstein — Fri, 16 Oct 2009 00:06:32 +0000

Most of your stakeholders expect you to do what’s right, not just what’s required.

– Jonathan Bernstein