Crisis Management Thoughts » public relations

Get On the Bus

Jonathan Bernstein — Sun, 28 Mar 2010 01:47:18 +0000

When it comes to managing crises, attorneys should be on the bus, not driving the bus.

– Richard Levick, Levick Strategic Communications

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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

The Semblance of Communication

Jonathan Bernstein — Fri, 05 Mar 2010 01:45:49 +0000

Many of us achieve only the semblance of communication with others; what we say is often not contingent on what the other has just said, and neither of us is aware that we are not communicating.

– Desy Safan-Gerard

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

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

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

Crisis Preparedness

Jonathan Bernstein — Sat, 09 Jan 2010 00:53:01 +0000

Others’ hindsight COULD become your foresight. That’s the very essence of crisis preparedness.

– 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

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

Who’s at Fault?

Jonathan Bernstein — Thu, 10 Dec 2009 17:39:39 +0000

If you have to say it ten times to be understood, it’s not the listener who’s at fault

– 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

Feelings

Jonathan Bernstein — Sat, 28 Nov 2009 23:48:15 +0000

Bad news is often inevitable. Ignoring the feelings of those impacted by bad news is inexcusable.

– 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

It shouldn’t be…

Jonathan Bernstein — Thu, 05 Nov 2009 15:27:09 +0000

Why is it surprising that most organizations haven’t engaged in crisis preparedness, when most of us haven’t checked the batteries on our smoke detectors recently or stocked up on emergency supplies for use in case of earthquake/flood/tornado, etc.?

– 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

Waiting to Happen

Jonathan Bernstein — Thu, 22 Oct 2009 02:04:58 +0000

Give an experienced Crisis Manager one hour walking around almost any business and he’ll give you a list of crises waiting to happen.

– Jonathan Bernstein

Wisdom is…

Jonathan Bernstein — Wed, 21 Oct 2009 01:24:41 +0000

Wisdom is using other people’s hindsight as your foresight.

– 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

Beware of Predators

Jonathan Bernstein — Sat, 10 Oct 2009 00:15:57 +0000

Predators prefer weak prey. Better than that, they like unsuspecting prey. I’m not talking about a jungle water hole scenario — just ask anyone who’s ever been surprised by the roar and sharp teeth of a plaintiff’s attorney who attacks from in front of media microphones.

– Jonathan Bernstein

Definition of a Lawsuit

Jonathan Bernstein — Fri, 02 Oct 2009 19:56:10 +0000

Lawsuit, n. A machine which you go into as a pig and come out of as a sausage.

– Ambrose Bierce

Hair on Fire

Jonathan Bernstein — Thu, 24 Sep 2009 21:15:24 +0000

Crisis Communications is exactly like Issues Management, only with your hair on fire.

– Rick Kelly, Senior Vice President, Neiman Communications

Do Something!

Jonathan Bernstein — Sun, 20 Sep 2009 23:53:27 +0000

We cannot do everything at once, but we can do something at once.

– Calvin Coolidge

The Most Powerful Force in the Universe

Jonathan Bernstein — Sat, 19 Sep 2009 22:29:45 +0000

The most powerful force in the universe is gossip.

– Humorist Dave Barry

Appearance Matters

Jonathan Bernstein — Tue, 01 Sep 2009 16:16:56 +0000

Coffee stains on the flip-down trays mean [to the passengers] that we do our engine maintenance wrong.

– Donald C. Burr, Chairman, People Express Airlines Inc, Fortune: 13 May 85

Listen, learn, act.

Jonathan Bernstein — Fri, 31 Jul 2009 01:06:53 +0000

“Listen, learn, act. In that order. That’s not just good for interpersonal communications, it’s good for business”

– Jonathan Bernstein

The Least Important Audience

Jonathan Bernstein — Wed, 15 Jul 2009 19:12:03 +0000

The press is most organizations’ least important audience.

– Jonathan Bernstein

Uncooperative Reporters

Jonathan Bernstein — Fri, 10 Jul 2009 17:43:56 +0000

“That reporter interviewed me for over an hour and didn’t even report the most important information I gave him!”

– typical statement by angry executive who has never been media-trained.

We Screwed Up

Jonathan Bernstein — Fri, 10 Jul 2009 03:32:01 +0000

Sometimes the best you can do is say “we screwed up and we’re going to fix it.”

– Jonathan Bernstein