Making a Communication Plan for Communicating Change Part 3: For Organizations You have probably heard that you should have a communication strategy in place for major change. But what does that look like, who is involved, and how do you do it? Timing is also a very important factor. For example, when two major airlines …

I just had to share with you both of these incredible people for K. All along I was planning to highlight Cynthia Kersey and then I just listened to a webcast with Ken Blanchard and am so inspired by the way that he lives out his spirituality that I thought why don’t share about both …

Surprise! Your organization is experiencing a major change…again in communication strategies. It’s a new process… a merger…or reorganization… a new product launch…or a new customer…OK, you get the picture. Just about the time you begin to feel comfortable with the last major change, here comes another one. It’s a sign of the times. In this …

Airline learns from crisis management mistakes Southwest Airlines is no stranger to crisis management, just earlier this month coping with a messy communication situation after a flight was forced to make an emergency landing due to a a ruptured fuselage, so when a landing flight not only slid off of a runway in Chicago, but …

Turbulence describes the business environment over the last 25 years, and there is no sign of it letting up. This means that leaders for the foreseeable future will be surrounded by our old friend VUCA – volatility, uncertainty, complexity, and ambiguity. Turning this into an opportunity to adapt requires that we ask the right questions. …

Tweets are forever, think twice (or more!) before you post Although the service is simple at it’s core, Twitter presents significant risk of crisis if not handled carefully. We’ve seen several recent examples of users inadvertently posting personal messages from corporate accounts, usually resulting in a quick apology (and, often, firing of the responsible party). …

Bad communication spoils airline’s response Southwest Airlines is in trouble following an incident that caused its entire fleet of Boeing 737s to be grounded for inspection, canceling hundreds and delaying literally thousands of flights. Compounding the issue is the terrible crisis management from Southwest, which has sparked negative commentaries like this one, from a Portfolio.com …

Get engaged and get protected As with many other aspects of crisis management, businesses are hesitant to invest in social media strategies because the returns are often difficult to quantify. Get caught up in a Web-based crisis, though, and you’ll be thanking your lucky stars for the protection. In a post on the SmartBlog social …

Often it takes nothing more than honesty to garner large shares of good will from stakeholders. Despite how vicious initial responses can be, people are surprisingly willing to forgive even major mistakes if they receive an apology and a simple explanation as to how the issue will be prevented in the future. In an interview …

Just being on this list is a crisis. Businesses are not expected to be perfect. In fact, the public is fairly forgiving of small mistakes if they are admitted to and corrected quickly, and even big problems can be countered over time. The problem arises, though, when an organization lets things go too far. This …