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 …

With coronavirus news disrupting business across the globe, we’ve been asked by quite a few clients, colleagues and friends what exactly they should be doing about a couple common areas of concern. Due to this interest, we felt it would be a good topic to cover here in our next edition of Crisis Manager On …

Understanding Different Reactions to Crisis Communications More and more often while working with clients we see examples of how extremely polarized audiences have become today. While gauging public reaction to your crisis communications is a recommendation any expert will give you, fewer mention the fact that you may see completely different responses to the same …

Building a solid base for communication in crisis Crisis communications plans can’t be the same regardless of situation, but there are some common principles that are involved in just about every situation. Make sure you build a solid foundation on top of these proven principles and you’ll find your communications are much more on-target and …

What do you think? Is this strategy smart, or overly risky? Whether you want them to or not, someone who has been a public representative of your company for many years carries that association with them even after they retire. That means whatever they decide to do with their personal life…well, it’s going to impact …

Create a rock-solid foundation for crisis communications Crisis communications plans cannot be cookie-cutter, but there are certain principles that apply to just about every situation. Get the core bits down pat, and you’ll leave yourself significantly more room to think about incident-specific actions or outside-the-box solutions to the issue at hand. In a simple yet …

All organizations are vulnerable to crises. Disasters, lawsuits, accusations of impropriety, sudden changes in ownership or management, and other volatile situations will happen. The threat of serious damage to people, property, reputation is real for virtually any organization, and many individuals as well. The cheapest way to turn experience into future profits is to learn …

“Those who cannot remember the past are condemned to repeat it.” The quote is famous for a reason! Plenty of folks have come before you and made mistakes so that you don’t need to. Fortunately, Jonathan Bernstein has laid out a convenient list of the biggest mistakes crisis communications. Learn them, know them, and avoid …

Comms are falling flat? You could be missing one of these vital components. Today when you have a crisis you’re expected to talk about it. And, if you’re going to talk about it then you’d probably like people to believe you. Whether your effective crisis communications come in the form of a press release, media …

Create a solid foundation for communication in crisis Crisis communications plans cannot be cookie-cutter, but there are certain principles that apply to just about every situation. Get the core bits down pat, and you’ll leave yourself significantly more room to think about incident-specific actions or outside-the-box solutions to the issue at hand. In a simple …