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4 Comments

  1. Marcela Mangarelli
    July 2, 2013 @ 1:50 pm

    As a PR student, I’ve found it useful to go back to the basics – as you wrote – and remember the six best friends in a crisis. In PR, the process is the same for each project, but each project has new challenges. The mantra “Who needs to know What, When, Where, Why, and How?” is the always same, but the answers are completely different in each project. This makes PR interesting and challenging.
    After reading your article, I wanted to know more about how Johnson & Johnson handled the Tylenol crisis. From this case, I learned how important is to have open communication and the importance of maintaining communication with the different audiences during a crisis. It is interesting to see how many big companies fail to manage a crisis effecively because they are not able to apologize (for example, BP after the oil spill). Thanks for this article.

    Marcela

  2. Jane Jordan-Meier
    July 2, 2013 @ 9:35 pm

    Marcela – you are so right to say that while the questions remain constant the answers can be very different. From a strategic standpoint, I think the least asked question is why? Too many people jump straight to what do we need to say without stopping to think about the why.

    Another critical question, when scenario planning or indeed in crisis mode, is to ask the ‘boss’ – how does this end? When you have a clear idea of the ‘end’ and what that might look like, you can plan and execute a strategy.

    Thanks for your comment.

  3. Marketing Communication Services
    August 22, 2013 @ 2:24 pm

    Great post regarding crisis planning. It seems many brands are requesting crisis management services to effectively craft and deliver customer communications during sensitive times. Interesting read.

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