Southwest Airlines: Lessons in COVID-19 Crisis Communications Right now our Bernstein Crisis Management team is working with clients across the country to anticipate, prepare for, and respond to COVID-19 concerns impacting both operations and customer trust. One of the most widespread fears is that of using public transportation, particularly air travel, which is why we …

Today, thanks to the internet, you all have a vast array of crisis management and media training resources at your fingertips. One of our favorite sayings is, “Every employee is involved in crisis management, whether you want them to be or not”. It’s true, and it’s one reason why we’ve made a selection of free …

This book could save your life [Editor’s note: We are in the business of looking at the best ways to persevere through ugly situations, so when we saw that Jacquelyn Lynn had penned a collection of conversations regarding how to survive an active shooter event we felt drawn to share. The below is a preview …

Protecting yourself from an increasingly sophisticated threat Your credit card information is probably already for sale on the black market, sad to say. But odds are you’ll be hacked in a more insidious way in 2016, sadder to say. Your identity has by now been logged into some vast spy database in a foreign country …

[Editor’s note: We welcome another insightful guest post from Issue Outcomes’ Tony Jaques as he shares some perspective on the flood of “outrage” we see on a near-daily basis.] Much ado about nothing? Social media has proved a powerful tool for raising legitimate issues onto the public agenda. But it has also facilitated a flood …

Crisis Management Case Study: Air Canada Baggage Handlers Another crisis management case is brought you to by the power of the smartphone. Social media strikes back at airline passengers once again, this time with Air Canada as the organization under fire. As Dwayne Stewart sat waiting for his flight to be ready, he observed two …

Are San Jose airport officials making you feel secure? The story of the teen who managed to sneak into San Jose International Airport, cross the tarmac, and climb into the wheel well of a waiting plane – and then actually survive a flight to Hawaii, is making headlines around the world. It’s sensational, and it …

Teams, teams, teams. Whether you love them or loathe them, you’ll have to learn to live, not only with them but within them. Your success as a leader will depend on it. So What’s Teamwork All About? Here are five strategies for building and nurturing a winning team on the football field and in the …

Belatedly thwarting a grade schooler’s scheme is nothing to gloat about Most American airlines have been struggling to maintain any type of positive reputation for years now. With many of the most rage-inducing issues, like long security lines, beyond their control, you would think they’d be taking pains to ensure their own processes are working …

What would you consider training in a truly foreign country to be? One where you neither speak nor write or read the language, right? I’m not going to make you guess. If you read Part I, you know that I’m talking about Japan. The Japanese actually have three kinds of writing, but I suppose if …