BulletProofBlog the blog on crisis communications

Today, AT&T responded to current subscribers angered by its decision to not subsidize an upgrade to the new iPhone 3G S for every current iPhone owner. Bulletproof readers will recall we first addressed this issue last week as the crisis appeared to be spiraling out of control absent any messaging from AT&T.  The company has since announced that any customer eligible for the full subsidy within the next three months can immediately upgrade at a ... READ MORE

The FDA is at it again. The latest product to fall victim to the newly-energized agency is Zicam, an over-the-counter cold and allergy product that some users claim has damaged their sense of smell. Unlike prescription drugs, over-the-counter remedies like Zicam don't require FDA approval before they go on the market. But since 2007, companies have been required to report what are called "adverse events" related to their products. After the agency spotted the Zicam complaints ... READ MORE

The Department of Veterans Affairs (VA) recently found itself in the middle of a very unpleasant communications situation. Its approach to dealing with the problem has left a lot to be desired. When reports first surfaced that an unknown number of patients had been put at risk because colonoscopy equipment at VA hospitals had not been properly sterilized between examinations, thousand of patients wondered whether they might be among the unlucky few to have been exposed ... READ MORE

Gene Grabowski, Senior Vice President of the Crisis and Litigation Practice Group, spoke with The National Retail Federation's (NRF) Ellen Davis about crisis preparedness in advance of his session at the association's conference this week. Gene offers advice on how to develop a sound crisis plan, handling the media, communicating with key audiences, dealing with media inquiries, and adapting to the changing social media environment. "The key to an effective crisis response is being ready to ... READ MORE

In an era of sweeping regulatory reform, major evolutions in media, and unprecedented public anger toward Corporate America, boards of directors are asking two questions when it comes to reputational risk management in the Digital Age. First, what is our role in crisis? And second, how do we best prepare? These topics and many others were addressed during the 2009 NACD Directorship Global Forum, which brought together more than 100 of the most influential minds in ... READ MORE

Apple enthusiasts rejoiced at the news of a new, faster, more powerful iPhone 3GS Monday - that is until they found out that AT&T would not subsidize the upgrade cost for current users. AT&T's position not to allow upgrades for current customers has produced fast and furious backlash. Consumers quickly took to the Internet and formed a Twitter petition calling on AT&T to change its position. More than 8,000 people have signed the petition since it was ... READ MORE

It's happening just as predicted. Federal regulators are keeping their promise to levy massive penalties against companies that violate the new Consumer Product Safety Improvement Act, which Congress passed last year in response to the tsunami of food, toy, and consumer product recalls in 2007. The Consumer Product Safety Commission (CPSC) has announced that toy maker Mattel Inc. and its Fisher-Price subsidiary must pay a $2.3 million civil penalty to settle allegations that they knowingly imported ... READ MORE

Each week, Bulletproof Blog features exclusive interviews with thought leaders on issues of critical importance to companies and countries. This week, with high-profile recalls of peanuts, pistachios, and countless other food and consumer products making headlines, we interview Brett Berty and Mike Rozembajgier, the Senior Recall Strategist and Director of Recalls, respectively, for Stericycle Expert RECALL services. Together, Mr. Berty and Mr. Rozembajgier, who lead Stericycle's industry-leading Expert RECALL team, have guided companies through the complex ... READ MORE

The action that had been expected for almost a month - and what, it now turns out, had been in the offing since before the subprime mortgage meltdown publicly gave way to a global financial crisis - finally came to pass yesterday when the Securities and Exchange Commission (SEC) brought civil charges of fraud and insider trading against former Countrywide Financial Chairman and CEO Angelo Mozilo. As the face of the company at the center of ... READ MORE

In this regular feature, Bulletproof interviews top plaintiffs' attorneys for their perspective on the crises likely to affect businesses in the near future. Today we talk to Jack Olender, president and principal trial lawyer of Jack H. Olender and Associates in Washington, DC. The Washington Post dubbed Mr. Olender the "King of Personal injury - the undisputed champion," while the Washingtonian observed that "no attorney in Washington is more feared than this medical - malpractice ... READ MORE