BulletProofBlog the blog on crisis communications

In a high-anxiety environment - such as the one created by the current financial crisis - wild rumors all too often carry the weight of fact. When a company's stakeholders hear troublesome news, they don't have the luxury of waiting around for confirmation. They'll opt for the knee-jerk reaction almost every time. Just ask Apple investors whose stock lost ten percent of its value in ten minutes after false reports that CEO Steve Jobs had ... READ MORE

  "Over-communicate in a crisis" - Jack Welch, former CEO of General Electric.  When United Airlines was forced to file for bankruptcy in December 2002, this sage advice served as the centerpiece of the company's efforts to revive one of the most well-known and respected brands in the world. On the same day that United filed for bankruptcy protection in federal court, CEO Glenn Tilton flew to Chicago's O'Hare International Airport to explain the company's decision to customers ... READ MORE

The Chinese government's decision to allow foreign news correspondents to interview anyone without prior permission is a major milestone for journalists around the world. But just as significant as the free press implications are the new challenges that this development creates for Chinese companies in crisis. Whether the issue has been melamine in baby formula and pet food or lead paint in toys, Chinese companies used to be able to shade themselves from the spotlight under ... READ MORE

Last month, market research firm StudyLogic released a report - commissioned by Sheraton Hotels and Resorts - that found 35% of the 6,500 respondents said they choose to spend time with their mobile device over spending time with their spouse. The report also found that 87% of professionals bring their mobile device into the bedroom. This study certainly suggests a few things about modern relationships, but it also offers two very important insights into marketing and ... READ MORE

As more companies and brands fall prey to critical - and in many cases false or misleading - reporting in the blogosphere, understanding the new rules of engagement that govern interaction in the digital space has become increasingly important. Often remembered more for their blogging missteps than their successes in recent years, businesses around the world are just now beginning to comprehend how completely the dynamic has shifted away from the traditional media rules of ... READ MORE

In all of my dealings with corporate general counsels over the years, I've learned that the most effective and talented of the bunch share one common quality - the ability to anticipate legal and business issues lurking around the corner and thus limit exposure. These counselors have their fingers on the pulse. And as such, they offer their bosses in the boardroom and C-Suite what they often need most - a glimpse at what's next. Ten ... READ MORE

The recent launch of jazzy new consumer networking platforms by food giants General Mills and Kraft Foods demonstrates the recognized power these online tools have in maintaining brand loyalty and in engaging consumers - especially young ones - with ideas, products, and messages. General Mills has launched an online network called Pssst... in an effort to "build stronger relationships with our consumers." The network, which invites feedback from consumers on what they like and don't like, ... READ MORE

A recent story in the National Law Journal looks at the range of legal problems employee blog posts - whether they're sanctioned or not - can create. In the article, attorney Zachary Hummel claims that some employers give free rein to employees on corporate blogs as a way to monitor morale in the workplace. While (possibly) well intentioned, this approach does not bode well for a company's digital presence. Just like it is incumbent on employers ... READ MORE

A study conducted in the United Kingdom and released this summer by the global risk management and security firm Control Risks provided some interesting insights for communications managers around the globe. The study found that - among other things - a majority of those surveyed have heard people talking in public about sensitive business information, left a thumb drive lying on a desk, read proprietary information on public transportation, and engaged in a host of other ... READ MORE

Last weekend, I gave a speech before hundreds of bloggers at the BlogWorld Conference in Las Vegas. He focused on how the blogosphere has forever changed the crisis communicators' craft and what we all must do to adapt to an evolving new media landscape. For those of you that couldn't make it to Vegas, I offer an example of what happened there not necessarily staying there. I gave an interview with Blog Talk Radio shortly after his speech ... READ MORE