The way you represent yourself online means a LOT these days. In fact, how you’re perceived on the Internet can either win you hearts and minds, or send people running.
Speaking in front of any group of people is a fear most humans share. Add cameras, and you push the stress levels straight into the stratosphere.
You won’t find articles touting “That One Crazy Trick Media Trainers Hate!”, or books selling “Five Minutes to Media Mastery” because the one real way to reduce these fears and manage your performance is to put extensive effort into preparation and practice.
There are a number of skills involved in delivering a strong media interview, and it helps to have some guidance to set you down the right path. With that in mind, we’d like to share an infographic, created by Udemy and Elena Verlee, that does an excellent job of answering the question, “where do I start when I’m looking to improve my media interview skills?”
[Click to expand]
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/26/ashley-madison-using-cash-for-crisis-management/#sthash.zGXcOf4Q.dpuf
Crafting the perfect press release or determining the ideal story goes a long way, but although we have many tools to self-publish today it still can’t quite compare to the clout a journalist for the right publication carries. Knowing that your average journalist is a heavy social media user, it’s an obvious avenue of communication to pursue, and this infographic from Text100 will help you figure out how to get results:
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/26/ashley-madison-using-cash-for-crisis-management/#sthash.PckgZM7G.dpuf
[Editor’s note: This special post by Jonathan Bernstein touches on a point we’ve been discussing more and more internally over the past year. Whatever you really are, however you behave “behind closed doors” will come out, and if it doesn’t match up to the image you’ve been pushing you’ll be left hurting when it does.]
The Digital Age has become the Age of Karma. The Internet has given virtually everyone the power to expose information that, in the past, would have remained hidden. The popularity of such disclosures with the media and general public has furthered the trend of looking under personal rocks. One’s true self, unless its nature is never externally expressed, will – sooner or later – be revealed. The good – and the bad. We will know of previously unsung heroes and benefactors, and we will also know of those who, no matter what they claim about themselves, are corrupt, hypocritical, bigoted, even evil.
You don’t have to believe in the spiritual concept of Karma to see the evidence in the news every day that people are “getting what’s coming to them.” Whether that’s the recognition and honors given to Malala Yousufzai or the infamy heaped on Josh Duggar. In terms of crisis and reputation management, people are far more accepting of someone is who he or she says he is – even if they’re unlikeable (Donald Trump comes to mind) – than they are of someone who presents an image that is ultimately contradicted by the facts because the latter turns even one’s supporters into critics. And our culture is, historically, very forgiving to those who publicly stumble and try again. But that same history shows little tolerance — then and now — for people who thought they could get away with it and simply got caught.
It’s time for us all to look in the mirror and ask the hard question, “If people knew my true nature, would they think I’m a liar, a hypocrite, or worse?” If the answer is yes, it’s time to start cleaning up your act before you’re outed.
Jonathan Bernstein
President
www.bernsteincrisismanagement.com
As part of its continuing crisis response for the massive hack that exposed the personal data of cheating site Ashley Madison’s customers, page operator Avid Life Media is offering up a $500,000 CDN (~ $380,000 US) reward for information that leads to capture and arrest of the perpetrators.
The bounty was announced during a press conference at Toronto Police Headquarters, headed by acting staff superintendent Bryce Evans, who stated, “Today, I can confirm that Avid Life Media is offering a $500,000 reward to anyone providing information that leads to the identification, arrest, and prosecution of the person or persons responsible for the leak of the Ashely Madison database.”
During the lengthy and somewhat awkward conference, Evans appealed to the morals of the hacking community, as well as giving the attackers, known as “Team Impact” more of the notoriety they undoubtedly thrive on:
“To the hacking community, who engage in discussions on the dark web, and who no doubt have information that could assist in this investigation, we are also appealing to you to do the right thing, to acknowledge that this is a unique situation that has caused enormous social and economic fallout. You know the Impact Team has crossed the line. Do the right thing, and reach out to us.”
Not the best statement, but obviously the money is the real lure here regardless of how it’s dressed up. Avid Life Media also released a statement of its own echoing those from law enforcement officials:
Statement from Avid Life Media – August 24, 2015
Toronto, ON, August 24, 2015 – Avid Life Media Inc. is grateful to the international law enforcement coalition for the update it provided this morning. We are confident that the considerable investigative and prosecutorial power that is being brought to bear on this unprecedented crime will lead to arrests and convictions.
The “Project Unicorn” law enforcement task force members that appeared in Toronto today, led by the Toronto Police Services (TPS), and accompanied by the U.S. Department of Homeland Security, the Ontario Provincial Police, the Royal Canadian Mounted Police, and the U.S. Federal Bureau of Investigation, have been actively investigating all aspects of this crime for more than a month. As TPS indicated at today’s press event, the investigation is progressing in a “positive direction,” but more help is needed from the outside.
As such, and as announced at today’s press conference, Avid Life Media Inc. is offering a $500,000 CDN reward payment to anyone who provides information to the Task Force that leads to the identification, arrest, and conviction of the person or persons responsible for the theft of proprietary data.
In the very best interest of our customers, who have been affected by this malicious act, we are firmly committed to fully assisting these law enforcement and investigative authorities, without reserve. Because of this active and ongoing investigation, there is little more we can provide at this time to the media and the public.
Those who have information that will aid this investigation are encouraged to contact the Toronto Police Service’s Project Unicorn task force at 416-418-2040. Anonymous tips may also be phoned into the Toronto Police Services at 1-800-222-TIPS.
The Task Force’s Twitter account is @AMCaseTPS.
As far as crisis management goes, we’re not really sure what’s happening in the minds of Avid Life/Ashley Madison leadership. Catching the responsible parties isn’t going to remove customers’ leaked info from the web, or from the many computers it’s been downloaded to by this time. In fact, we aren’t aware of anything the company is doing to actually help those affected at all.
In the end, this move comes off as seeking retribution, not seeking justice. To us, that reinforces the selfish image that has few feeling bad for Avid Life or its customers, and given the nature of the business affected there’s not too many ways to get around that one.
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/20/bringing-stories-to-social-media/#sthash.ZU75TXbJ.dpuf
One of the primary goals of crisis communications is to get your side of the story out there. Not just anywhere, though. What you’re aiming for is to put it square in front of specific target audiences. Today that often means getting your story covered on social media platforms by both mainstream media outlets and the average person with an interest, and knowing how to do so can make or break your efforts.
Researchers at the Edelman Media Network recently dug into what makes news stories likely to play well on social, and shared their findings in infographic form:
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/14/bic-steps-in-it-with-sexist-happywomensday-ad/#sthash.PiEbLQcG.dpuf
Conflict will occur. It’s a natural part of human interactions, and the extra factors just about any business throws in the mix means you can never completely avoid it. That said, conflict doesn’t have to result in damage. In fact, handled properly it is entirely possible to have both parties coming out satisfied.
How does it work? Let this infographic from Gettins’ Law explain:
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/14/bic-steps-in-it-with-sexist-happywomensday-ad/#sthash.xCoq1VUi.dpuf
Bic has long been criticized for its line of pens marketed toward women, called “Miss Bic” and Bic for Her”, but an ad the pen manufacturer created for South Africa’s Women’s Day pushed the disgust beyond sideline conversation and into the mainstream. Words really can’t do the outrageousness of this ad justice, so have a look:
The backlash from all corners of the social mediaverse and web-at-large came immediately. Critics denounced the ad and the culture behind its creation, media outlets did the same, and competitors like Stabilo gleefully threw a little fuel on the fire:
Sorry to highlight your mistake #Bic, but we thought this was more appropriate… #HappyWomensDay pic.twitter.com/NvSzDWknUJ
— STABILOUK (@STABILOUK) August 12, 2015
Bic South Africa did respond via its Facebook page, but it made a critical crisis management mistake in not matching the gravity of its initial error:
Hi everyone. Let’s start out by saying we’re incredibly sorry for offending everybody – that was never our intention, but we completely understand where we’ve gone wrong. This post should never have gone out. The feedback you have given us will help us ensure that something like this will never happen again, and we appreciate that.
The remark about appreciating the feedback is probably the best part of the statement, but it wasn’t nearly enough to overcome the lack of compassion and near-outright admission of incompetence readers were faced with. Such a weak response only served to further upset stakeholders, and the negative responses continued unchecked.
Of course, if Bic had used our AvoidTheApology.com service all this wasted spending, and lost reputation could’ve been avoided…just sayin’…
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/04/whats-conflict-costing-you/#sthash.VFUs9MS4.dpuf
Taking good care of your online reputation is a must no matter where your focus lies. And, with information like that contained in the ReputationRepair.org infographic below found all around the web, there’s no excuse for you not to be doing all you can.
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/04/whats-conflict-costing-you/#sthash.B2vHS4kF.dpuf
Everyone knows conflict creates issues, but did you realize just how much it’s costing your organization to let clashes run out of control? Take a look through this creative infographic from WorkFront and you’ll find some shocking stats that will have you ranking conflict resolution higher on your list of priorities:
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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]
– See more at: https://staging.management.org/blogs/crisis-management/2015/08/03/meltwaters-muddled-metrics-can-ruin-reputations/#sthash.3WsMRsUJ.dpuf