5 Reasons Leaders Fail at Crisis Management

Here’s my recent post that first appeared on LinkedIn: 5 Reasons Leaders Fail at Crisis Management. 

Please feel free to add your comments below.

 

Get Your Crisis Management Tips in 15 Minutes

A few weeks ago we launched The Crisis Management Advisor on Google Helpouts. That means you can schedule, pay and immediately receive crisis management counsel in a confidential video call.

More recently, we added an introductory version of The Crisis Management Advisor for those who just want some basic crisis management / reputation tips. We call it Crisis Management 101: Quick Tips in 15 minutes. Right now, that costs just $10 – which is cheaper than two grande lattes anywhere in the world.

And, even if you don’t work with us, we highly recommend checking out the many great service providers with many talents who are now on Helpouts.

You can watch this video for more information about the format.

To learn more about Rich Klein Crisis Management, please visit http://www.richkleincrisis.com or visit us on Facebook and Twitter.

Risk & Insurance Magazine Article on Target Data Breach

I’m quoted extensively in this in-depth article from Risk & Insurance magazine about how Target responded to its recent data breach. A good read for the retail industry and beyond.

Simon Says: We Don’t Care About People & Abercrombie No Better At Roosevelt Field

Compassion. Humanity. How hard is that? Well, for Simon Malls, owners of Roosevelt Field mall in Garden City, Long Island, as well as Abercrombie & Fitch, guess they just can’t find the time to offer a statement of concern for the nine workers overcome by carbon monoxide poisoning this morning. Check out the tweets Simon/Roosevelt sent out a good three hours after the incident:

Screen Shot 2013-06-20 at 12.25.42 PM

And this tweet from Abercrombie at 12:30 pm EDT today (June 20):

Screen Shot 2013-06-20 at 12.33.40 PM

In today’s instant news cycle, it’s mandatory to post SOMETHING on social media — particularly your Twitter profile and Facebook page — in a crisis where people are hurt on or near your properties.

Instead of turning people off with “we’re open, come shop” the message should have been at least: “Our hearts and prayers go out to the workers injured today at our Roosevelt Field location. We’re working closely with authorities to investigate the cause.” (Simon Mall example).

Abercrombie could have said something similar.

Shame on Simon Malls and Abercrombie. Companies and organizations must put people first especially when lives are in danger.

Sometimes the problem lies at the top of the organization and other times it’s because companies employ junior social media people who have no clue about crisis situations or reputation management.

Either way, it’s an issue all companies must think about if they care at all about their long term reputation.

How Law Firms (and others) Can Use Social Media In A Crisis

Here’s my article, How Law Firms Can Use Social Media In A Crisis, that was just published as part of a cover story theme on crisis management in Strategies, the Journal of Legal Marketing. It’s in PDF format, so please click on the first link above and just scroll to the second page. Of course, the information here applies to any company or organization. Thanks to the Legal Marketing Association for including my contribution.

Note: The article was published right before I changed my company name from LawFirmsPR to Rich Klein Crisis Management.

Please leave feedback/comments below.

Questions? Please email rich@richkleincrisis.com. Find me on Twitter @RichKleinCrisis.

strategiescover

The Public Relations Pro / Journalist Relationship

My colleague, Brad Phillips, author of The Media Training Bible, had an insightful blog post recently about whether public relations pros should sit in on interviews between journalists and their clients.

It was part of my conversation with Brad about media relations and included in this highlight from The Crisis Show, which aired January 9, 2013: