Reputation Management – Ubisoft’s “Failed” Watch Dogs Stunt

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Taking marketing too far can create a need for crisis management

Marketers are battling to see who can be the next viral sensation, but along with that push to be at the leading edge comes the risk of creating reputation issues for yourself in the process.

Video game company Ubisoft found this out first hand after a carefully timed stunt went awry, leaving employees at an Australian media company scared and upset. See, Ubisoft is promoting its new game Watch Dogs, which features the story of a hacker antihero, by shipping sealed metal safes to members of the media. The recipients were supposed to receive a call with an unlock code just as the safe arrived, making for a fun cyber-spy experience that would hopefully lead to buzz around the title.

Well, the Ninemsn offices never got the voicemail, and as a result were left with a sealed safe that started beeping when they toyed with it…and wouldn’t stop, sparking obvious fears of an explosive device. Staff was quickly evacuated, and law enforcement brought in to clear the device.

As you might expect, police and Ninemsn staff were less than amused when a collection of Watch Dogs swag was the safe’s only contents, and the story quickly hit the media, causing Ubisoft to take a heavy dose of mockery.

Knowing it had made a mistake, Ubisoft released the following statement as a crisis management effort:

“As part of a themed promotion for Watch Dogs, our team in Australia sent voicemail messages to some local media alerting them that they’d receive a special package related to the game. Unfortunately, the delivery to Ninemsn didn’t go as planned, and we unreservedly apologise to Ninemsn’s staff for the mistake and for any problems caused as a result. We will take additional precautions in the future to ensure this kind of situation doesn’t happen again.”

One more point we feel compelled to mention – thus far we’ve seen no reports of a fine or further punishment for Ubisoft. Interestingly enough, if that holds true it will mean that, despite flirting with crisis, this failure may turn out to be a PR win in the end.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

Apple Doing Crisis Management for Ransomware Threat

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Is your iDevice secure?

The cyber crises keep rolling in, the latest being a new ransomware threat attack that affects Apple devices – iPhones, iPads and Macs. Making use of the “Find My iPhone”, “Find My iPad”, and “Find My Mac” apps, hackers have found a way to access the cloud-based controls for others’ devices and lock them remotely. After this, they demand a ransom be paid via PayPal in order to have the device unlocked.

Rumor about the level of access hackers had gained to Apple’s iCloud service quickly began to fly, and the company didn’t wait long to get its side of the story out, delivering the below statement to media outlets:

“Apple takes security very seriously and iCloud was not compromised during this incident. Impacted users should change their Apple ID password as soon as possible and avoid using the same user name and password for multiple services. Any users who need additional help can contact AppleCare or visit their local Apple Retail Store.”

While this is where we would typically lambast an organization for a failure to even attempt to show compassion, or any other emotion really, the fact that such robotic communications often has no negative impact for Apple is why the company remains a virtual anomaly in the world of crisis management and public relations.

As for what we should all be doing to protect our data, the solution is simple enough – avoid using the same password for multiple services, back your devices up regularly, and, if you are hit by this latest ransomware, head to the nearest Apple store for help restoring your device. Of course, if you’re really worried about it, you can just disable the “Find My _____” service on your iDevice as well, cutting off the angle of attack entirely.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

Crisis Management – Punishing Employees for Social Media

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More and more believe people should be held responsible for things they say and do online

In 2013 we created the Weiner Awards to recognize cases in which individuals disrupt their own lives or careers due to bad behavior on social media, and with a YouGov survey showing more Americans than ever think companies should be able to discipline employees based on inappropriate social media use, we fully expect to see even more entries this year than we did last.

This is a clear reminder for individuals to watch their behavior, but what about their employers? How can they safely remove employees who are creating issues for them on social media without facing problems as a result?

It’s actually more simple than you may think. Put policies in place, and train everyone on those policies regularly. If you have a set of rules you can prove you’ve made clear, you’re far less likely to see difficulties removing a problem employee from your ranks.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

1. Who Are Your Planned Gift Prospects? (Pt II) & 2. The CFC and Nonprofit Sustainability (Pt II)

Businessperson giving a gift box to a donor

1. Who Are Your Planned Gift Prospects? – II
by John Elbare, CFP

The one thing we know for sure about donor behavior is that most planned gifts come from loyal donors. By “loyal” we mean those donors who reliably donate every year.

They are already sold on your mission, they believe in your cause, and they probably would like to do more to help, if they could.

This is the one critical prerequisite for launching a successful planned giving program. You need loyal donors. If you do yet have a growing base of loyal donors, you need to stop, back up, and take a look at your donor stewardship efforts.

If your organization has been around for at least a few years and you have a problem with a high donor lapse rate, you need to fix it.

Successful planned giving is all about building on rock solid donor relationships. Once you do have a growing base of loyal donors, you have a fertile pond in which to fish for planned gifts.

The fascinating part is that donor giving levels have very little to do with their likelihood of leaving planned gifts. It is the act of repetitive giving, year after year, regardless of the amount that signals a donor’s inclination to consider a planned gift.

Do not make the common mistake of looking for planned gifts only among your larger gift donors. Most organizations with successful planned giving programs have been pleasantly surprised at the large planned gifts they receive from donors who gave only $25 or $50 a year during life.

In our next Planned Giving post, we will discuss just why this is so and how you can use this knowledge to start raising planned gifts right away. We will also learn why donors often find it easier to arrange a planned gift than to give a larger annual gift.

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John Elbare, CFP, has spent the last 30 years helping non-profits raise more money
through large, planned gifts. He shows them how to add an effective planned giving
strategy to their current fund raising effort without a lot of extra expense or staff.
You can contact him at John Elbare, CFP.
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Have you seen
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

2. The CFC and Non-Profit Sustainability – II
by Bill Huddleston

As I noted, last week, “Money Tree” programs are the ones that produce significant revenue with little direct effect on advancing program. They are, however, more important than may first be realized because they provide the funding to keep the “Hearts” beating.

The “Money Tree” is the category where a well-run CFC program for your non-profit should end up. Although it may be in the “Low Impact, Low Profitability” range when you first begin developing your CFC revenue stream, don’t be too quick to categorize it as a “stop sign” action.

It is interesting to note that there are some non-profits where their CFC revenues are in the “Star (High Impact, High Profitability)” category. One small cancer support charity, for example, receives 50% of its revenues through the CFC.

For many CFC charities, as they first begin developing their CFC revenue stream, their CFC activities may be in the “Low Impact, Low Profitability” category. But don’t be too quick to put it in with the “Stop Signs.”

You may be familiar with the concept of the fundraising pyramid, the 80/20 or 90/10 rules, but one problem with much of the fundraising literature is that there’s often a built-in presumption that the pyramid has already been built.

While this may be true (and often is) what’s ignored in that formula is the idea that you can determine in advance just who the people are in the twenty (or ten) percent category, without having to “bother” with the other eighty percent.

It doesn’t work that way.

What happens in the fundraising world is very similar to the stages that a farmer creating an apple orchard goes through. He first acquires a selection of seedlings, plants them, weeds them, waters them, prunes them and keeps pests away.

Some of those initial plants will die regardless of the best efforts of the farmer, others will grow to be a decent apple trees, and some will end up being a stupendous producers.

There’s no way to tell which of the seedlings (donors) will be in that top twenty percent. It doesn’t happen overnight and it’s impossible to predict which seedlings (donors) will be the dead or diseased seedlings (lapsed donors) or the decent seedlings (multiple year donors to the annual fund, with modest increases over time).

The fundraising pyramid is a pretty good model for what it shows … that a relatively small percentage of the non-profit’s supporters will provide a relatively larger percentage of its funds.

I’ll continue that thought next Wednesday.

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During his 25-year career in the Federal sector, Bill Huddleston, The CFC Coach,
served in many CFC roles. If you want to participate in the Combined Federal
Campaign, maximize your nonprofit’s CFC revenues, or just ask a few questions,
contact Bill Huddleston
=-=-=-=-=-=-=-=-=-=-=-=-=-=
Have you seen
The Fundraising Series of ebooks.

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
=-=-=-=-=-=-=-=-=-=-=-=-=-=

If you would like to comment/expand on the above, or would just like to offer your thoughts on the subject(s) of this posting, we encourage you to “Leave a Reply” at the bottom of this page.

How to Move From Good to Great Speaking

A great speaker speaking at an event

positiveJames was a skilled high potential leader who spoke with great composure and strength. These skills had served him well in his previous roles, but now he was moving into “large group” presentations where he needed to provide direction rather than details, and motivate more than inform. His goal was to add more appeal, more power and more connection with his listeners.

James decided to add, little by little, the following elements to his speaking:

  • More facial expression. Slow down and enjoy the moment with your audience. Relax your face. Allow a smile whenever it is appropriate. The more you engage with your audience (every 7-9 minutes or more often) the more you will relax, and that will show on your face.
  • More connection. Keep sending your energy outward with your eye contact, and make a point to really “see” your audience members, one by one.
  • More rehearsal. Rehearse the beginning and ending so that you have zero fillers there, and so that you don’t rush through these all-important parts of your presentation.
  • More compelling visuals. Start small when moving from bullets to graphical slides by adding graphical elements, images, photos or video clips, but do begin to move in that direction. Consider experimenting with an occasional Prezi instead of PowerPoint, especially when handouts aren’t as critical, or when presenting at an outside event. At the very least these will break up the bullets and look more appealing than the typical technical presentation.
  • More polish during Q&A. Start using the neutral bridges as we discussed to restate or reframe the question before answering. Use this even when you don’t plan to answer the question. State the bridge, and then tell why you are going to hold it or take it offline. When you must ask people to hold questions for the end, give them a reason such as “to honor your time” or “to keep us on schedule.”
  • Better virtual presentations. Try keeping them even shorter, add some interesting graphics, use polls, engage with interesting but short stories, and put lots of energy into your voice. You might even want to stand up to speak with more energy.

What about you? Which of these could help you become even more effective in your speaking?

Tips to Integrate Your Offline and Online Marketing Strategies

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Integrated online and offline marketing strategy

Guest Author: Jessica Davis, GoDot Media

Tips to Integrate Your Offline and Online Marketing Strategies

A central message, many marketing mediums. Interactions between the mediums attract more eyeballs to whatever it is that your message is promoting, and improve brand experience. Offline advertising drives a majority of online search queries – integration is essential to being found where your prospects may choose to look and encourage them along the sales funnel. If you market traditionally and digitally, integrating the two is not a challenging task. Here are four tips that can help you start strong.

A smart internet marketing strategy – ‘Hashtag’ your way into prospects’ minds

Hashtags (#) let prospects in on what people are saying about your brand and invite them to join the conversation. You can integrate hashtags into your traditional advertising by including them in your flyers, brochures and banners. Hashtags are easy to remember and prospects are more likely to use them to learn about your brand online than using your website URL.

Hashtags identify topical interests that Twitterati (that’s 240+ million active monthly users) uses in its digital conversations to talk about brands, among a plethora of other things. Encourage guests at your company events to use hashtags in exchange for rewards. A good incentive to tag photos of your event on Twitter and Instagram will enthuse them and enhance awareness around your brand.

Incentivize the use of QR codes in your offline marketing collateral

For every prospect or customer with a smartphone, there lies the opportunity to interact with QR codes. Use fliers and other offline marketing collateral printed with QR codes (two-dimensional matrix codes) that allow prospects/customers to scan instantly on their smartphones to perform the desired action on your website or social media business page. Define the objective you want the QR code to achieve. Direct prospects to your ‘discounts and offers’ page or ‘new products’ page. Encourage customers to rate your product/service by taking them to your internal feedback system the way FedEx has done so successfully with their feedback fliers. Give them an incentive to perform this action. FedEx gives customers who rate their experience up to 25 per cent off on their next order.

Are you a local business? Requesting mobile check-ins at your physical store is one of the best online marketing strategies you can use

Mobile check-ins allow customers visiting your store to communicate their interaction with your business. Like hashtags, they are effective in bringing attention to your brand and making you appear likeable and exciting. Facilitating this mobile, social and local activity are Foursquare, Yelp and Facebook. It doesn’t take much to request customers to check-in on their mobile apps when they are waiting in queue at the cash counter or browsing through aisles. Not everyone may check-in, but those who do can support your marketing efforts in a meaningful way. To encourage customers, you can offer a free item or discount for every check-in.

Invest in paid search campaigns for products you promote offline

As prospects go online to learn more about products you are promoting offline, it makes sense to use paid search campaigns to help prospects find the products easily when they visit popular search engines. It is a lost opportunity if they are unable to find you online after being motivated by your flier. In the case of products that you are promoting heavily offline, you can consider increasing the budget for top placements in paid result results.

When you are aiming for such a seamless integration, match the look and feel of your online and offline marketing, and examine the use of the same keywords for both campaigns to stay front-and-center in prospects’ minds. If you are not keen on paid search, you can create custom webpages dedicated to your offline campaign. Add custom URLs to your offline marketing and track your campaign without breaking a sweat.

What methods have you used to integrate your online and offline marketing? Share your tips and advice.

About the author

Jessica Davis is a Content Marketing expert at Godot Media, a leading content writing company. She works with other eBook writers to create relevant and engaging content for businesses and individuals. She is also interested in technology, social media and fashion.

Late Night Crisis Management Solves Stinky Milk Mystery

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Delivering the details on crisis management straight to the public via YouTube

Baton Rogue, Louisiana-based Kleinpeter Farms Dairy has been chasing the source of mysterious issues with their milk products for months. Despite a quest that saw outside consultants hired, equipment replaced, employees removed, and the help of an actual dairy scientist, consumers continued to return the milk en masse, and wholesale customers continued to drop Kleinpeter as a supplier.

How was this costly mystery resolved? Kleinpeter CEO Jeff Kleinpeter put it all out for the public to see in the following YouTube video:

http://www.youtube.com/watch?v=8J5HXCHkLI8&list=UUnpp4iXxZzzv2Yu9sqTE0NA&feature=share

An admission of fault, an explanation of what happened and how it will be prevented in the future, and a way for stakeholders to ask questions or find more information – not to mention the late-night investigative work. Not bad crisis management, Kleinpeter.

The two things that could have improved this video would have been a tall cup of compassion and some material amends. If Mr. Kleinpeter had started off with something like, “We know you’re careful about what you put into your bodies, and we here at Kleinpeter would like to apologize for any concern we may have caused”, the entire video would have been that much better received. Combined with some sort of deep discount and/or giveaway of product to compensate customers for the inconvenience and worry, that apology would have packed a wallop.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

Green project management

Sustainable green and healthy earth concept

One of the things which I have noticed since living in Japan over the last 3 months is how much plastic there is. Everything seems to come wrapped in the stuff, even if it already comes with a more than adequate natural packaging – bananas for example. At the supermarket, a piece of fish wrapped in plastic is given its own plastic bag at the checkout and then another plastic bag for all of the groceries. Three layers of plastic then for good measure.

All this plastic got me thinking about green project management and whether environmental concerns can be better integrated into mainstream project management. Although to give them credit, the local government here does take recycling waste very seriously. There are bins everywhere – one for plastic, one for paper, one for tin cans, another for glass, and one for the stuff which cannot be recycled. But aren’t we doing things the wrong way round? Rather than producing a whole lot of plastic and then collecting and recycling it, wouldn’t it be better if we didn’t produce as much in the first place?

After thinking this through, I think it’s time to add another aspect to a project’s performance – sustainability and the project’s contribution to it. If we can set targets for sustainability on our projects, we can work towards a more secure future on this planet for our children. For example, when you procure resources on your project, do know if they come from a sustainable source? The paper which you use in your office – does it come from a managed plantation, or from trees felled in a tropical rainforest?

Hang on a minute I hear you say. The shareholders and executives in my company only care about the bottom line and therefore it’s my duty to buy resources in an efficient way. If buying resources from sustainable sources costs more, then it’s not going to happen. This is certainly true. In a commercial organization, the project needs to show a return on investment, but in non-commercial projects this isn’t necessarily the case.

It’s also true that we have probably always sourced things based upon cost, so doing things which are more costly just isn’t going to happen. I think this is where education plays a part.

Project Managers who are concerned about sustainability can now gain knowledge and accreditation in green project management. A quick Google of sustainable project management also revealed this book which looks like a really interesting read. It’s on my list of books to read in the coming months.

By Project Managers gaining more knowledge of sustainability in relation to project management, they can begin to educate corporate executives why setting sustainability targets on projects can only be a good thing.

Action Learning Certification — There is No Independent Certifying Body (Should There Be?)

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The field of personal and professional coaching has a widely respected and accepted, independent certifying body called the International Coach Federation. It is independent in that it does not concurrently promote its own model of coaching — it does not engage in that kind of conflict of interest.

There seems to be a mistaken impression that there is already this kind of independent organization that grants Action Learning certification for the field of Action Learning. Actually, there is not — and that should not confuse current and new Action Learners. (There is an organization that claims to be the official certifier of Action Learning, but it concurrently sells its own proprietary model of Action Learning.)

Increasing Need for Independent Action Learning Certification Organization?

I believe there is a strong need for an independent organization that offers an optional certification for Action Learning training programs and facilitators. My reasons are:

  1. There are variations that refer to themselves as “Action Learning” and mention Revans, yet dramatically differ from Revans’ core process. They might center on outdoors activities with journaling, group discussions or not include actions. Even Revans was loathe to define Action Learning, but at what point is a process not the group-based, problem-solving Action Learning process?
  2. There is a misunderstanding that there already is the certification organization for the field of Action Learning. I have been asked if our (Authenticity Consulting’s and Acton Learning Source’s) trainings “are certified” or “approved” by that organization. If there already was a certifier, then ideally there would have been an apparent consensus about that among Action Learning training programs. There is not consensus, at all.

Major Benefit of an Action Learning Certification Organization Now?

A certification organization might help to address these issues by supporting the clarity, integrity and legitimacy of the field by suggesting certain standards and competencies. Those would be optional to those in the field, of course. Other prominent fields and professions have benefited from such a strategy, for example, the International Coach Federation, Human Resource Certification Institute, ASTD Certification Institute, and Project Management Institute.

What Would the Action Learning Certification Organization Do?

  1. It would be widely respected as influencing standards, accreditation and competencies in the trainings and practices of group-based Action Learning.
  2. It would provide its accreditation to training programs and certification to practitioners, along with suggesting standards of ethics in the practice of Action Learning.
  3. Its standards, accreditation and certifications would not be mandatory; rather they would apply to whatever organizations and practitioners that seek them.
  4. It could be a new organization or a program of an already established, independent organization, such as the International Federation for Action Learning.
  5. It would be an independent body like that in other prominent fields or professions.
    NOTE: It would not concurrently sell or train its own model of Action learning that it has also certified.

Proposed Next Steps to Consider Action Learning Certification Organization

I propose that the consideration of this organization, include:

  1. Dialogues about whether such an organization should exist now.
  2. Then, based on indications from the dialogues, a council of representatives from various Action Learning centers would be convened.
  3. It would suggest considerations and recommendations about such an organization.
  4. If the Council, or some other organization or group of committed personnel concluded the need for the organization, it could be developed over time.

Proposed Question for a Dialogue Now

“Should there be an independent certification organization that suggests standards, accreditation and competencies for the field of Action Learning, to which training programs and practitioners have the option to follow?”

Feedback?

What do you think?

Carter McNamara, MBA, PhD, is a Principal in ActionLearningSource.com

Fox Business is Asking for Trouble

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Network’s latest hire creates huge crisis management risk

Even in an era where many members of the media are more keen on big ratings than credibility, Fox is scraping the bottom of the barrel in terms of reputation. While one might expect the network, lambasted regularly for biased reporting and a lack of fact-checking, would be cautious when it came to situations that could grind its name further into the mud, a recent move from Fox Business Network shows it’s doing just the opposite.

The Huffington Post’s Alexander Kaufman recently blogged about the coming, “Making Money with Charles Payne”, which features investment tips from a man facing several ethics scandals. Here’s a sampling:

The problem is, Payne’s financial trustworthiness has been called into question multiple times in the past. Most recently, a 2013 investigation by watchdog group Media Matters for America found that Payne had been paid to promote three companies that are now worth almost nothing.

“Payne used his Fox credentials in promotional materials to assure skeptical investors that his advice was trustworthy,” Eric Hananoki, a research fellow at Media Matters, wrote in the report. Payne joined Fox in 2007 as a paid contributor.

Brainy Brands Company, which Payne claimed could turn “$10,000 into 33,300,” is now worth a fraction of a penny per share. Payne said NXT Nutritionals Holdings could “turn $10,000 into $25,000,” but it is now worth less than a cent per share. And Generex Biotechnology Corporate, which Payne recommended could trade at $1.38 per share, is now worth less than 3 cents per share.

Even worse, Payne has already paid out a $25,000 fine to the SEC after failing to disclose that he was paid to promote various company’s stock, although he managed to avoid admitting any wrongdoing in the process.

This is actually one case we’re surprised the lawyers haven’t jumped into already. While legal and crisis management teams can sometimes be at odds, the potential for bad behavior by Payne to have a financial impact on his employer should be very much apparent to both sides.

Fox bringing someone already proven to be lacking in ethics into the fold, and allowing them to dispense advice to unsuspecting viewers, is the very definition of asking for trouble.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]