Crisis management and communication used to affect only certain industries such as petrochemicals and pharmaceuticals. But increasingly, with cybersecurity breaches and disease outbreaks, every organization needs to understand, communicate and manage crises well, just as pilots use CRM (crew resource management) to prevent and mitigate crises.
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In the Guardian, it was reported that the Hong Kong government failed to secure a PR agency in its tender, with 4 PR agencies immediately declining, and 4 declining later on. These were all large or global PR agencies.
Have you noticed how frequently “accidents” occur on local highways? There are at least two reasons why – or the lack of these two reasons. Likewise, many leadership crashes happen because of the same two missing reasons.
Crises are plaguing many organizations today, from governments, corporations, institutions, non-profits, smaller entities, and even individuals.
By now, practically a large part of the connected world may have read or viewed the incident at United Airlines Flight 3411 that happened in early April 2017.
As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?