Banks and Reputation in 2017

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Banks are still working to rebuild their reputations following the financial crisis and, luckily for them, the phony-accounts scandal that erupted at one of the nation’s most prominent retail banks did not drag down the broader industry.

While Wells Fargo’s image is in tatters — and will likely remain so for some time — what people think of banks in general continues to improve, according to the latest American Banker/Reputation Institute survey.

The 2017 survey revealed that the banking industry overall extended its multiyear reputation recovery among U.S. consumers, achieving a reputation score that qualified as “strong” (above 70 on a 100-point scale) for the first time since the Survey of Bank Reputations began in 2011.

Overall bank reputation rankings for 2017

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

How CGI and AI Will Make ‘Fake News’ More Difficult to Spot

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“Fake news” isn’t going away. The distribution of false information, whether it’s by accident or with purpose, is only going to become more common as the focus on every slice of controversy grows. While we already have serious issues resulting from plain-text tweets or basic news stories, what happens when tools like computer generated imagery and artificial intelligence are used to create fake imagery, videos, and possibly entire personalities?

In the below video, researchers assembled a system that allowed them to take existing footage of several several political figures and alter the expressions displayed in real-time by syncing up to a human actor they had in-studio.

Consider the fact that this video is already nearly a year old, and that researchers around the world have made incredible strides in this same technology since its creation. Getting a little concerned yet?

While some argue that this evolution of tech might make us more likely to scrutinize every piece of “news” we see, experience in crisis management tells us that it’s highly unlikely the average person is going to do a deep dive before reacting to and sharing something they find controversial or engaging. We’re in for a bumpy ride on the fake news train folks, buckle up.

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Preparing to use social media during a crisis

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When a crisis hits, whether it impacts your organization directly or is something important to your stakeholders, many rush to be a part of the conversation on social media. While this is often well-intentioned, it can also be tremendously dangerous for your brand. Unless it’s done right, being involved in the discussion about a crisis situation via social media can quickly result in added troubles for your organization.

Having a plan helps avoid common pitfalls, and this infographic from the digital marketing pros at Aimclear gives you five solid thought starters for your own preparedness efforts:

PR-Warfare-Social-Media-Crisis-Communications-and-You-Infographic-410x1024

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Just How Busy IS the Internet?

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The internet is busy. Very very busy. Millions of interactions per hour — and that’s only counting the most popular of sites. Online interactions move so fast it can be hard to visualize…unless perhaps you put together a moving infographic that displays what’s happening on a variety of sites by hours, days, or months. What’s that? The folks over at Betfy.co.uk have already created the thing we’re talking about? Well then, how about we link to it?

The Internet in Real Time by Betfy.co.uk [Click to see infographic with moving pieces]

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Help Dealing with Trolls on Social Media

Social media troll harassing people on social media concept

A major rookie mistake on social media is engaging with trolls, giving them the fuel they need to keep finding ways to get a rise out of their target. It’s tough because you can’t always ignore them, ie. when you’re being hit with false negative reviews, so you need to find ways to handle the situation without giving the troll any satisfaction.

We all know keeping trolls from causing trouble is easier said than done, but this infographic from Cision might just help you get the edge you need.

Of course sometimes you need a pro to step in. If trolls are creating major issues for your organization contact us and we can help.

[Click to enlarge]

how-to-slay-social-media-s-brand-trolls

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Execs Speak on Crisis Management and Crisis Leadership

executives-in-an-office-meeting.

Deloitte asked more than 2,000 C-suite executives, managers, analysts, and crisis pros from the US and abroad four questions:

  1. What type of crisis is your organization least prepared for?
  2. In a crisis, who in your organization would lead the response?
  3. During a crisis, what do you believe would be your organization’s biggest gap?
  4. When did your organization last conduct a simulation of a crisis event?

They then compiled the answers into the below infographic, which includes some results which might surprise you and spur thoughts on your own crisis preparedness.

[Click image to enlarge]

us-crisis-leadership-and-crisis-management-a-snapshot-of-a-recent-poll-060915

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Save the Day in a Methodical Way

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[Editor’s note: This guest post comes to us courtesy of tech consultant Rick Delgado. To submit guest articles email erik@bernsteincrisismanagement.com]

As the ever changing cyber security threats continue to rise, businesses are eager now more than ever to protect their company networks, computer systems, and confidential information. Having a strong cyber security program is necessary for developing and conducting the right safety measures that will ultimately protect an organization’s data, resources, and assets. However, in addition to the advanced techniques of hackers, with more and more devices that are adopted by businesses creating their own data, storing personal information, and coming equipped with internet capabilities, there are more routes available for hackers to access this information and therefore more opportunities for a business to experience a security breach.

It is important that businesses and other institutions have access to the best talent and technology in order to keep up with and surpass the efforts and persistent threats of cyber hackers. With these constant shifts in technology, whether they be improved data storage or intelligent video analytics, traditional security protocols are just not enough anymore. As businesses look for new security solutions to invest in, they should consider approaching their cyber security efforts in a more methodical way. Specifically, businesses need to find methods that allow for adequate time to perform security monitoring measures without slowing down networks or interfering with a user’s experience. Here are two systematic techniques businesses can use in their cyber security criteria.

Second-Level Screening

Security monitoring and network gateway devices prove to be some of the most fundamental tools within a business’s information security system. However, in order to keep everything running smoothly, these programs are often required to make judgement calls very quickly. While these indicators are fast, they can also be unreliable. This rushed decision making process can lead to errors, both with rejecting clean files and admitting malware. In order to prevent misjudgments but still allow for a speedy detection process, businesses should invest in security architectures that rely on second-level screening processes. Using an additional screening procedure allows for files that originally passed through the quick scan to be examined more carefully. This second screening can use slower but more reliable processes such as detonation, static analysis, and other methods to ensure better and stronger security systems. If infected files did have the opportunity to make it past the original scan, second-level screening will be able to alert a business of this breach, giving them the chance to respond and recover from any damages before they are too severe.

Isolated Web Scanning

Just as using a second-level screening process allowed for slower but more efficient analysis of incoming files, it is important that cyber security monitoring systems have more time when interacting with the web. Traditionally, security systems were able to protect their network from malware sent through email, however, many cyber hackers are now using infected links to the web within emails instead of directly inserting malware. Some security systems attempt to scan these links, but unfortunately these sites can detect when these scanners have accessed the link and can either create complex pathways or present a clean site. In order to protect a business from malware accessed through the web, organizations need to invest in security programs that isolate the browser from the data flow and its movement of the file to the desktop. This separation can keep this data contained while the security monitors have time to analyse and detect whether or not it presents a threat. Incorporating this method of isolation allows for data to be processed without affecting a user’s experience on the web. Additionally, this security protocol only needs to scan files that the user wants to save.

Approaching your cyber security program with these two methodical ways in mind will allow your security systems more time to analyze incoming data and provide more accurate results. By investing in systems with second-level screening and isolated web scanning abilities, businesses will be able to be better prepared for security threats. As data breaches become more and more sophisticated over the years, they also become more complex and expensive. It’s estimated that over the past few years, the average cost of an information breach has increased by 29 percent. It is important for businesses to remember that it is far less expensive to prevent a security breach than it is to pay for the damages of one.

Rick Delgado is a business technology consultant for several Fortune 500 companies. He is also a frequent contributor to news outlets such as Wired, Tech Page One, and Cloud Tweaks. Rick enjoys writing about the intersection of business and new innovative technologies.

Help with Severe Weather Planning

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Hurricane season is on the way, and tragically many businesses will be caught under-prepared. In 2012 severe weather caused more than $100 billion in damaged within the U.S. alone, and a failure to plan and prepare can mean a big storm takes your business out for good. There are enough unpredictable crises in the world, there’s no excuse to not plan for events that can be expected to impact you.

To help, our friends at MissionMode have published a whitepaper on severe weather planning that includes tips on planning, preparedness, and resiliency:

This white paper is a guide to planning and implementing your weather response, and it’s much more than a simple checklist. Resiliency is the ability to withstand and ‘bounce back’ from an emergency event. The white paper helps you to think through the processes that will result in a successful response to a weather threat. Your business and people will then be truly prepared and resilient.

To download the paper, head to the MissionMode site by clicking here.

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Avoiding Social Media Marketing Mistakes

A-company-social-media-marketing

Steer clear of trouble on social media

Ahhh social media. It’s so awesome, but at the same time there are so many pitfalls waiting to cause issue for your brand. In this infographic, the experts from Quill.com lay out some ground rules for the most common social media blunders and how to fix the problems they can create.

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]

Help Spotting Fake News

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“Fake news” has become a major buzzword, but don’t let that distract you from the fact that it’s a real problem. The drive for rapid reporting and need to break stories to grab those ever-more-valuable clicks has hurt journalistic integrity. Now it’s up to you to do the research on news coverage you find online or even in print and decide for yourself whether it’s a story you can trust.

FactCheck.org published a great piece titled, “How to Spot Fake News” back in November, and the IFLA’s Library Policy and Advocacy blog team converted it into the handy infographic below:

How-to-Spot-Fake-News-1

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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]