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The Crisis Intelligence Blog

Archive • Crisis Communications

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The 7 Deadly Sins of Crisis (Mis)Management

27 May

By Patrice Cloutier We are frequently reminded that the art of crisis communications and crisis management is a tough one to master. From Target, to General Motors and Donald Sterling, we have many examples of how NOT to do it. Some people do it right in a crisis. When they do, it pays dividends and [...]

How to Deal With the Right Audiences in a Crisis

22 Apr

By Patrice Cloutier, Strategic communications professional and member of the Agnes + Day Crisis Intelligence Team. A key part of any crisis communications plan is identifying key segments of your audience and prioritizing your response efforts. This is made an even harder task nowadays because of social networks and the need for a speedy implementation [...]

The Use of the Word Transparency in the World of Social Media

10 Apr

By Judith Delaney, Attorney and member of Agnes + Day’s Crisis Intelligence Team Let’s talk about the word transparency.  A word that, according to the Merriam-Webster dictionary was first used in 1591. In the good old days before web 2.0, when a crisis happened it was common practice for an organization to withhold information, particularly if [...]

When Everyone is a Reporter, Everyone in your Organization is a Spokesperson

12 Mar

By Patrice Cloutier, Strategic communications professional and member of the Agnes + Day Crisis Intelligence Team. One of the characteristics of social convergence is the omnipresence of mobile devices equipped with video cameras. It’s how news is made today. As we know, this puts tremendous pressure on organizations to respond quickly when things go south. [...]

NYU Twitter Chat Reveals the Bright Minds of our Future

10 Mar

I recently had the opportunity to join an NYU graduate class in a Twitter chat on crisis communications. I was so impressed by their answers to Professor Deirdre Breakenridge‘s questions that I wanted to share them with you here today. There is a ton of valuable advice in the following tweets – and it’s certainly [...]

Twitter’s Growth Rate is Diminishing. What Does this Mean for your Crisis Communications?

03 Mar

Twitter is the social media platform that dominates the dissemination of news, updates and discussions in a crisis. In fact, making your crisis communications “Twitter-friendly” is rule number 9 within our “10 New Rules of Crisis Communications“. But is the platform losing its steam and, if so, what will that mean for your crisis communications? [...]

Apple Fixes its Security Breach But Does Not Mention It

27 Feb

I recently read a book – a really great book – titled “The Presentation Secrets of Steve Jobs”. Within the book, Carmine Gallo, the author, kept saying things like (and I’m paraphrasing) “unless you’re Jobs and cofounded Apple, you can’t get away with xyz”. These comments are what filled my mind as I updated my [...]

Lessons for critical communications from the Sochi Olympics

24 Feb

By Garth Rowan, Communications Consultant and member of the Agnes + Day Crisis Intelligence Team. When bad things happen, some of us rise and some fall. These are the times when you want to tap into the mindset of an Olympic gold medal winner. Why? It’s all about high stakes performance and that’s where similarities [...]

Good Rule-of-Thumb: Over-Communicate in a Crisis

12 Feb

Gini Dietrich, editor of the “Spin Sucks” blog, published a post this week titled “Over-Communicate to Be a Better Leader“. Within this post Dietrich tells some great stories on how over-communicating can be very helpful when it comes to preventing internal, as well as external, issues from arising. To quote a quote by Christy Wyatt, the [...]

The 10 New Rules of Crisis Communications (Infographic)

22 Jan

The Agnes + Day crisis intelligence team has designed an infographic that showcases the very important 10 new rules of crisis communications. Please feel free to print it for your team, share it with your network and/or use the embed code found below the infographic to display it on your own blog or website. Feel [...]