Crisis Management Musts – Have a Backup Plan

A man tired and angry after making attempts on a project proposal

Never rely on your first option working out perfectly

So, you’ve put together a killer crisis management plan, heck you’ve even actually practiced it! Good to go, right?

Not so fast. As a wise man once said, sh*t happens, and you’d better believe it can, and will, happen when you’re already fighting to keep your head above water. What can you do, then, to help prevent things from falling into chaos should your original plan fail? Integrated Media Strategies’ Norman Smit summed it up using a fantastic analogy:

Always have a Plan B

Skydivers plan a recovery strategy if things go wrong during a jump. Many will have an altimeter on their wrist and an audible altimeter in their helmet that signals when it’s time to deploy a canopy. They have a reserve canopy in case the main malfunctions. Many have an automatic opening device that will deploy their reserve in the event of unconsciousness. By comparison, how prepared is your organization? Have you run through a range of scenarios that are critical to your organization and planned for what to do if something goes wrong? While working in broadcasting as a news Executive Producer, I always had an extra story in the line-up in the event a satellite feed to a live event went down, or, back in the day, the tape machine ate the tape. And it isn’t enough to have a Plan B on paper. Can your number two person use the software to issue the media release under pressure or access Hootsuite to post to social media if the number one person is in hospital with appendicitis? Have they been trained on what to do and can they demonstrate what they were shown eight months or a year later?

Life is simply too chaotic and unpredictable to put all your eggs in one basket. For example, if at all possible, every person in the crisis team should have a understudy who should be able to, if not flawlessly execute, at least cover the main responsibilities of their role. In a pinch, perhaps when you have limited resources, it’s okay to cross-train multiple people for multiple roles, but keep in mind even the best-intentioned of employees has a limit to how much they can handle at one time.

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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]

Beyonce’s Half-Hearted Crisis Management for Challenger Clip

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Will the uproar from NASA and the family of astronauts on the mission force the singer to change her song?

We all know pop stars like to use shock value to pump up the sales, but a song from Beyonce’s latest album has crossed the line, and ticked a lot of people off in the process.

Current and former NASA astronauts, family members of those lost in the explosion, and members of the public (at least those old enough to realize the sound bite is from a real-life event) were outraged to hear that Beyonce’s new release, “XO”, includes audio of a NASA public affairs officer speaking as the Challenger explosion unfolded.

The space organization itself, which rarely comments on public matters, felt moved to issue the following statement:

“The Challenger accident is an important part of our history, a tragic reminder that space exploration is risky and should never be trivialized. NASA works every day to honor the legacy of our fallen astronauts as we carry out our mission to reach for new heights and explore the universe.”

Many are calling for Beyonce to remove the clip, but for now it looks like her camp is leaning on a not-quite apology as crisis management for the situation. Here’s what she had to say:

“My heart goes out to the families of those lost in the Challenger disaster. The song ‘XO’ was recorded with the sincerest intention to help heal those who have lost loved ones and to remind us that unexpected things happen, so love and appreciate every minute that you have with those who mean the most to you. The songwriters included the audio in tribute to the unselfish work of the Challenger crew with hope that they will never be forgotten.”

We don’t like to use the term “spin doctoring,” but if anything fits that description, then this is it. In the end, considering Beyonce’s rabid fanbase doesn’t seem too fazed by the soundbite, she’ll probably manage to get away with what is (at least in our eyes) an indisputably unethical move either way.

Of course, she could always do the right thing and replace the clip with something less hurtful, but that would involve actually being the caring person she claims to be.

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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]

Lack of Compassionate Communication after Medical Center Shooting

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Competent, confident, and compassionate – the Three C’s of Crisis Communications

Renown Regional Medical Center was the scene of a tragic shooting incident last month when a man calmly walked into a doctor’s office and fired, killing two and wounding two more. As the scene of the crime, and a large area service provider, Renown had a duty to deliver information to its stakeholders regarding the incident. Problem is, while Renown did well in appearing confident and competent, two of the Three C’s of Crisis Communication, it utterly failed to convey the third, and perhaps most important, C – compassion.

While the first two can be done simply by laying out the facts, compassion requires a bit more thought, and thus seems to slip off the radar of an incredible number of organizations. This is clearly what happened at Renown, which put out the following robot-esque statement on its website hours after the shooting:

We can confirm that there was a shooting in a professional office building located on the northeast corner of the Renown Regional Medical Center campus. The police have secured the campus, and we are cooperating fully with the investigation. We will provide more details as they become available.

After law enforcement was on the scene and had evaluated the danger, Renown got another chance, but failed once again to include a single drop of compassion:

Renown Regional Medical Center has returned to normal business operations. People are able to come and go as needed. However, everyone is encouraged to avoid the NE corner of the hospital campus. We continue to work with the Reno Police Department on their investigation.

These days, stakeholders want to know that you care, and the way you show that is through compassion. A simple expression of understanding for the fear and sadness the local community was surely feeling would have gone a long way to help with crisis management for the situation, but instead Renown simply put up a couple of bullet points and went back to business as usual.

Is this the type of mistake that will put you out of business? Well, honestly, no. Is this the type of mistake that will slowly poison public opinion against you until you wake up one morning wondering why all of the chatter about your organization seems to be negative? Absolutely.

Include compassion in every message you put out, and you’ll suddenly find a lot more people are willing to listen.

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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]

2014: Year of the Cyber Crime

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Does your crisis management planning include cyber crime?

Every year brings new threats to the forefront, and according to experts 2014 is going to see an explosion in the number, and severity of, cyber attacks. If your crisis management plans don’t already include the possibility of data theft, systems being held ransom, or even completely being locked out of the ‘net, then you’re playing with fire.

Need ammo to convince others in your organization? We’re running down McAfee’s list of 2014 Threat Predictions, and what they mean to you.

1. Mobile malware will be the driver of growth in both technical innovation and the volume of attacks in the overall malware “market” in 2014.

We’ve already seen huge growth in terms of malware targeting Android (currently the most widely used phone operating system), and as mobile devices increasingly becomes the keys to our entire lives we’re certain to see more. Mobile devices are also predicted to become Trojan horses themselves, carting malware past the security perimiter on enterprise systems.

Many experts also predict Apple’s iOS is long overdue to see a high-level malware attack, and 2014 is likely to be the year it happens.

2. Virtual currencies will fuel increasingly malicious ransomware attacks around the world.

The world saw firsthand how frighteningly well this can work with Cryptolocker, whose creators have raked in an estimated $27 million while evading authorities by forcing those affected to pay the ransom via BitCoin.

Undoubtedly other criminals saw this profit and are racing to develop and deploy similar software of their own.

3. In the spy vs. spy world of cybercrime and cyberwarfare, criminal gangs and state actors will deploy new stealth attacks that will be harder than ever to identify and stop.

At first thought this might appear to be a problem isolated to government systems and political groups, but what about the thousands of contractors who work either directly with, or are associated with those who work with, government entities? What about companies that created software, or manufacture tangible goods for said entities? What about the maid service that comes in to clean the offices of said contractors? When you really stop and think, you realize politically-motivated cybercrime could harm a LOT of bystanders in the process.

Of course, the biggest scare here is the possibility of losing control of water systems, power grids, and other major resources that would cripple organizations of all kinds simply by removing critical infrastructure that supports society as a whole.

4. “Social attacks” will be ubiquitous by the end of 2014.

The pilfering of account access info from vast numbers of social media users is already going on, for the most part without the knowledge of those affected. In 2014, hackers will increase their ability to gain access and gather information, and use their access to spread malware and attack other targets.

5. New PC and server attacks will target vulnerabilities above and below the operating system.

We rely on our computer’s operating systems to support the applications we use for security, so smart hackers are aiming to bypass the OS altogether. Whether it’s injected malicious code into websites which then directly apply malware to the user’s system or attacks that focus on the BIOS, the core software that supports basic system hardware operation and tells your computer what to load on startup, and how.

6. The evolving threat landscape will dictate adoption of big data security analytics to meet detection and performance requirements.

In other words, the threats are growing too complex to be identified by traditional antivirus and antimalware progams, which operate off of, essentially, a “Good/Bad” list to block out known malware, malicious websites, spam, and network attacks.

Security experts are in a race against hackers to develop tools that will use massive loads of data and advanced analysis to identify the sneaky tricks hackers are learning to employ.

7. Deployment of cloud-based corporate applications will create new attack surfaces that will be exploited by cybercriminals.

Ah the cloud. This is going to be huge, and it’ll likely take a couple of devastatingly large security breaches before the general public truly understands. Even when forbidden by IT, an incredible percentage of users store company info in the cloud, whether to facilitate sharing with team members, work seamlessly on multiple devices, or just because it’s easier.

Problem is, placing trust in the cloud is giving cyber criminals a whole new angle to attack, and one that, once penetrated, can yield enormous amounts of lucrative information.

To sum this up, if you think 2013 saw a lot of high-profile hacks, you ain’t seen nothin’ yet. Protect yourself as much as you can, educate employees and coworkers on how to both avoid and detect possible cyberattacks, and above all plan for the possibility that you could be the first major victim of 2014.

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For more resources, see the Free Management Library topic: Crisis Management
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[Erik Bernstein is Social Media Manager for Bernstein Crisis Management, Inc., an international crisis management consultancy, and also editor of its newsletter, Crisis Manager]

Online Reputation Managment: 16% of Yelp Reviews are Fakes

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Could false reviews be hurting your business?

A new study is shedding light on the shady world of Yelp review fraud, a topic that’s coming up more and more frequently as the importance of online reputation works its way into mainstream thinking. Harvard Business School’s Michael Luca and Boston University School of Management’s Georgios Zervas found that at least 16% of all published Yelp reviews are fake, as determined by the site’s own filtering algorithm. Of course, as any Yelp regular would probably testify, it’s pretty obvious to the human eye that quite a few unfiltered reviews reek of fake as well, meaning the real percentage is likely even higher.

In addition, researchers confirmed that false reviews were often either misguided attempts at crisis management meant to combat poor reviews left by real customers, or aimed at establishing a strong initial reputation for new or unreviewed businesses.

The study also confirmed a suspicion held by many business owners – namely that competitors do sometimes post fake negative reviews to boost their own business. Luca and Zervas report that, for the average business, being in direct competition for the same niche results in a sustained 3% increase in one-star reviews each month, causing what they call a “statistically significant, economically substantive impact.”

Is this going to crush your organization if it’s otherwise raking in the five-star ratings? Probably not. However, a buildup of one-star reviews can hurt your online reputation management efforts if left unchecked. Because of how difficult it is to prove, you typically have to turn to a private online forensics expert to determine who the culprit is, but if you’re losing enough money, or risking a deeper crisis, as a result of what you believe to be false reviews, it can often be worth the cost.

Simply put, the sudden, intense spike in competition for online reputation has led some organizations to employ unethical tactics. While those who choose this route can produce some short-term benefits, in the long run they’re only setting up for a crisis management catastrophe as users learn to spot fakers on their own and review sites, immersed in their own battle to hold the title of “most credible,” up punishments for those who break the rules.

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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]

Social Media as a Disaster Management Tool

Social media has changed the face of disaster response in a big way

With its unparalleled reach, shareability and ability to be accessed from almost anywhere, social media has become the go-to tool for crisis management the world over. Just have a look at this infographic, from the University of San Francisco, describing how social media’s been put to work to aid with disaster response during several major events:

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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]

ANOTHER MSNBC Host Doing Crisis Management

Is there an epidemic of bad behavior at the network?

MSNBC TV hosts have been creating loads of reputation issues for themselves recently. From Martin Bashir’s resignation following nasty comments he made about Sarah Palin on his show, to Alec Baldwin making a quick exit after being recorded using anti-gay slurs toward the paparazzi, to the latest situation, in which a pair of comedians guesting on Melissa Harris-Perry’s weekend show mocked the fact that Mitt Romney has an African American grandson.

You would think everyone from the NBC family would be wary of asking comedians to comment on current events after the uproar following the #NBCNYE #Fail, but apparently social media profiles absolutely deluged with enraged stakeholders wasn’t enough to turn heads at the network. Predictably, the incident on Harris-Perry’s show resulted in more of the same, but Harris-Perry, unlike NBC itself for the New Year’s incident, offered up a tearful on-air apology:

“Whatever the intent was, the reality is that the segment proceeded in a way that was offensive and showing the photo in that context of that segment was poor judgment. So, without reservation or qualification, I apologize to the Romney family,” she said. “Adults who enter into public life implicitly consent to having less privacy, but their families and especially their children should not be treated callously or thoughtlessly. My intention was not malicious, but I broke the ground rule that families are off-limits, and for that I am sorry.”

“I am deeply sorry that we suggested that interracial families are in any way funny or deserving of ridicule. On this program, we are dedicated to advocating for a wide diversity of families. It is one of our core principles and I am reminded that when we are doing so, it must always be with the utmost respect.

Situations like this always remind us of a famous Joseph Hall quote – “A reputation once broken may possibly be repaired, but the world will always keep their eyes on the spot where the crack was.” Harris-Perry issued a solid apology, and Romney actually publicly stated that there are no hard feelings, but the host’s crisis management plan better include being very careful as to the content of her show in the coming months or her reputation will take more lasting damage.

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For more resources, see the Free Management Library topic: Crisis Management
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[Erik Bernstein is Social Media Manager for Bernstein Crisis Management, Inc., an international crisis management consultancy, and also editor of its newsletter, Crisis Manager]

Announcing the 2013 Weiner Award Winners

This is one award you DON’T want to win!

We used to be able to make fools of ourselves privately, but social media has made it painfully easy to self-destruct publicly. That’s why we created the Weiner Awards – to educate through entertaining, and hope others learn from the examples set by the Weiner winners.

Now, after culling nominees from a field of many and passing them along to our expert panel of judges for final scoring and selection, the winners of the first-ever Weiner Awards have been decided.

Here’s a little preview:

3rd PLACE – A tie between Greg Gopman, head of AngelHack in San Francisco, and Taylor Palmisano, who was finance director for Gov. Scott Walker (R-WI).

Gopman evinced a well-upturned nose when he bashed every indigent resident of San Francisco and the city itself on his Facebook page, wailing, “The difference is in other cosmopolitan cities, the lower part of society keep to themselves.” Unfortunately, he couldn’t fire himself.

“He doesn’t understand the basic responsibility of a CEO. Others will look to your behavior as an example, good or bad,” said Merrie Spaeth of Spaeth Communications.

Palmisano’s broad-spectrum racist comments were enshrined by Twitter, resulting in her dismissal.

CK Syme’s honcho Chris Syme warned, “People show their true colors thinking that they’re only communicating with their friends, forgetting that some snarky friends might share it elsewhere.”

You’ll have to check out the official press release to see who took 2nd and 3rd, and don’t forget to head on over to the Weiner Awards Facebook page afterwards to let us know what you think of our judge’s decision!

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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]

Proof that Social Media Crises Force Change

Social media is more powerful than you imagine

Social media is a big, big deal. If you don’t believe it, then you’re hamstringing your own crisis management ability.

Still have doubts? You won’t after you check out this Frugal Dad infographic detailing four high-profile cases where powerful organizations were forced into change by the actions of social media users:

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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]