The headlines were unsettling, not shocking at first. But when UnitedHealth, the healthcare behemoth responsible for processing 50 percent of all US patient medical claims annually, revealed it was the victim of a ransomware attack described as “the most serious incident leveled against a US...
Do you think you know what causes a reputational crisis? At least have a good guess? I’m here to tell you that it’s likely not what you think. It's a lack of preparation. There is that pithy statement that you see on notepads, signs on desks, and as gifs – lack of preparation on your part does...
These words are frequently attributed to the Ancient Roman stoic Seneca the Younger. They still ring true 2,000 years later. When it comes to managing a crisis, they are both a warning and a reason for leadership to move forward. Speed is the single most important difference between good and great...
I still chuckle and roll my eyes when the latest prescription drug ad says, “Don’t take Wonderdrug if you're allergic to it.” Well, duh. Welcome to the disclaimer pantheon compelling us to write “Caution: Hot” on coffee cups. “Do not attempt” accompanies any example of off-road driving a car is...
“Practice makes perfect,” the saying goes. When it comes to crisis management, “practice makes prepared.” Periodic crisis exercises help teams build muscle memory, remember their crisis response plans, and identify gaps in that plan, the skill set, or the people responsible for executing it. Far...
If you’ve spoken to me for more than five minutes, you know I’m Canadian – also American – but I was Canadian first and very proud of it. Every stereotype of Canadians includes that we like to say sorry: to each other, visitors, inanimate objects, and so on. Move away for a while and you’ll...
Critical takeaways The book ‘Crucial Conversations’ is a great guide to managing high-stakes conversations but it also provides useful guidance for crises. Many of the same techniques the authors advise for critical conversations can be used by crisis communicators to shape messages - externally...
As we continue to face the daily uncertainty of how this pandemic will unfold, there is one thing we know for sure. Companies will continue to make extremely difficult decisions in the weeks ahead and will be faced with communicating those tough decisions to those who matter most. This webinar...
Bill Coletti and Karlan Witt, CEO of Cambia Information Group, discuss using stakeholder research so you don't have to guess when it comes to crafting your next COVID-19 response message. The webinar covers: Robust research options: the recipe for strong survey research, message development,...
Critical Takeaways The changes forced on businesses by COVID-19 are placing greater emphasis on internal communications. This is requiring external communicators to turn their attention inwards but this change requires a shift in perspective. We’ve outlined five considerations that external...
Is your organization prepared to respond to a crisis and protect its hard-earned reputation? Take our quiz and find out!