Managing a brand’s reputation and crisis communications is a natural part of public relations. While the basics are quite straightforward and common sensical, the challenge is to get it right during a great deal of psychological stress.
During a crisis, even high-ranking professionals get rattled. Especially if they feel personally criticised, attacked, or at risk. The rational approach is to fully expect irrational behaviour which, of course, makes everything that much more difficult.
Reputation management and crisis communications is typically easy to second guess after the fact, but few public case studies disclose the actual inner workings of a specific crisis situation.
This I know to be true: What you see, read, and hear about a particular crisis is never the complete story. In general, the media narrative isn’t even close.
Spin for the win,