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Showing posts with label Crisis Communications. Show all posts
Showing posts with label Crisis Communications. Show all posts

Wednesday, March 30, 2022

Whoops a Daisy


A cleric I know lost his "dream job" when he wrote an email to a confidant complaining about a whiney congregant and by accident sent it to the whole congregation.

Mistakenly sent emails cost many people their jobs last year, according to a new study by cybersecurity firm Tessian.

In fact, one in four people.

According to the study, an employee sends four emails to the wrong person every month, on average; and one in four loses his job as a result.

Nearly one-third of employees say their businesses lost a customer last year because of a mistakenly sent email, the study also says.

Half of all employees blamed the mistakes on bosses pressuring them to work quickly.

The others blamed the mistakes on distractions and the fatigue brought on by working from home and meeting for hours on Zoom.

Whoops a daisy!

HAT TIP: Thanks go to Forbes columnist Edward Segal for alerting me to Tessian's study.


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Labels: Business Writing, Crisis Communications, Email

Monday, May 18, 2020

The Pity Pot



Self-pity is essentially humorless, devoid of that
lightness of touch which gives understanding of life.

— Anthony Powell

The owner of a large Texas-based company saw fit today to blog about her "heartbreak" over furloughing her employees.


"Nobody wants to go in front of their employees and deliver bad news," she says. "But when the news to thousands of employees is that we were enacting a plan to save their jobs in the long term by furloughing them in the short term… well, nothing can quite prepare you for that."

She describes her discomfort at handing out several thousand pink slips; how she had to forgo her prepared speech and speak instead "from the heart;" and how she's truly madly deeply empathetic with her now-former employees. 

"Empathy cannot be something you only do halfway," she says solemnly. "Empathy is the thing that helps you truly connect with the people around you, guiding you through the tough moments by reminding you that, in the end, we are all human."

I have no doubt, on the heels of her self-disclosure, the owner feels better. 

After all, confession's good for the soul. 

But how do her out-of-work employees feel? Are they consoled by her reminder that, "in the end, we are all human?" We are. But not a few of us are also facing the breadline.

Self-pity isn't only humorless—tiresome and banal—as the novelist Anthony Powell says; it's unbecoming, in the way Marie Antoinette's toilet (above) is unbecoming: you can dress it up, but you can't take it anywhere. "Sitting on the pity pot," as they say in AA, is equally unbecoming; blogging from there is worse.

Psychotherapist Joseph Burgo thinks sitting too long on the pity pot reveals an individual's sense of entitlement: the "inner brat," frustrated by adversity, believes she's helpless, a "victim of circumstance."

In a leader, self-pity is particularly unseemly. As Edward Segal, a crisis-management expert and the author of Crisis Ahead, told me, "Self-pity is not a good look for a leader. Singing 'Woe is me' only shows you cannot put yourself in the shoes of your furloughed employees."

You'll recall how frequently BP's CEO Tony Hayward sat on the pity pot when he was interviewed by reporters during the Gulf oil spill. It won him no friends.

And you're aware, thanks to the daily Coronavirus briefings, how the president seems permanently affixed to the pity pot when he's interviewed. It isn't pretty.

I've managed people in my time; I've had to lay some off; and it was indeed painful—but not nearly as painful for me as it was for them. Denied their livelihoods, my self-pity was a luxury they simply couldn't afford.

Self-pity is pointless when those around you are looking for a leader.

Like hope, self-pity is not a strategy.
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Labels: Crisis Communications, Employee Engagement, Leadership, Public relations

Saturday, March 28, 2020

Song and Dance


Life isn’t about waiting for the storm to pass;

it’s about learning to dance in the rain.

― Vivian Greene

When students at the New York University Tisch School of the Arts demanded tuition refunds this week, insisting online classes aren't satisfactory, Dean Allyson Green responded by sending them a video of herself dancing.

According to The New York Post, the students claimed classes hosted on Zoom "are not worth the school’s $58,000-a-year tuition."

Green notified students by email they would not receive a refund, attaching the curious video.

She told The Post, "What I meant to demonstrate is my certainty that even with the unprecedented hardships of social distancing and remotely-held classes, it is still possible for the Tisch community to make art together."

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Labels: Crisis Communications, Public relations

Thursday, December 7, 2017

Advice to CES: Add a Super Keynote


The producers of North America's largest B2B event, CES, are in the hot seat.


Seems they neglected to include any women in the lineup of keynote speakers at next month's show. The error was compounded when a spokesperson answered hostile critics by saying none was qualified, and blaming the paucity of women leaders on the tech industry.


The fact that CES has featured 21 women keynoters in the past 11 years escaped notice.

My humble advice to CES: add a super keynote (and make sure she's a she).

Words aren't your ally in this case, so quit relying on them.

Actions speak louder.
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Labels: Crisis Communications, Diversity, Influence, Persuasion, Public relations, Trade Shows

Thursday, December 29, 2016

While You Were Out

Tuesday, 1:59 PM...

From: Rush Newsjack

To: Chuck Manners
Subject: Please approve Tweet

Please approve the attached Tweet before I send it. Thanks.


Rush Newsjack
Social Media Director
Cinnabon

Tuesday, 2 PM...

From: Chuck Manners
To: Rush Newsjack
Subject: Automatic reply: Please approve Tweet

I am away on a well-deserved vacation through next Tuesday, and not checking emails or accepting phone calls. If you need to send a Tweet while I'm away, use your best judgement. Thank you and may the force be with you.

Chuck Manners
Vice President, Good Taste
Cinnabon

Tuesday, 3 PM...




Tuesday, 4 PM...

From: Kat Cole
To: Chuck Manners
Subject: Today's Tweet


Chuck, don't bother coming back. May the reduction in force be with you.

Kat Cole
President & COO
Cinnabon


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Labels: Branding, Crisis Communications, Influence, Newsjacking, Persuasion, Social media marketing, Twitter

Sunday, January 24, 2016

Chipotle Serves Up Nonsense

"I have a bluntness problem," says a character in Mozart in the Jungle.

I wish Chipotle had.

Fresh from rehab, the chain tells us it's cured, in a January 19 news release:

Chipotle’s enhanced food safety program is the product of a comprehensive reassessment of its food safety practices conducted with industry leading experts that included a farm-to-fork assessment of each ingredient Chipotle uses with an eye toward establishing the highest standards for safety.

Chipotle may now wash dirt off its tomatoes.

But it obviously won't scrub its announcements of corporatese.

Jargon destroys credibility, as journalist Phil Simon says.

Philosopher Ludwig Wittgenstein called quaggy statements like Chipotle's nonsense.

And as he insisted, there is no such thing as deep and important nonsense.

There is only one kind of nonsense, and it's fundamentally suspect.

PS: To be blunt, I would've advised Chipotle to say, We asked food-safety experts to help us improve both our own and our suppliers' procedures.
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Labels: Business Writing, Communications, consumer trust, Copywriting, corporate communications, Crisis Communications, Deceptive advertising, Influence, Persuasion, Propaganda, Public relations, Reputation Management

Thursday, November 19, 2015

14 Trust-Busting Ways to Destroy Your Credibility with the Media

Media and presentation skills coach Edward Segal contributed today's post. He has written for The New York Times, The Washington Post, The Wall Street Journal and The Los Angeles Times, and is author of Profit by Publicity. His post describes 14 ways publicists, spokespersons and executives destroy the media's trust.

Credibility is essential when trying to generate publicity. 

If you are in the public spotlight (or want to be), your ability to instill trust among the media will determine your reputation with reporters, editors, columnists and bloggers.

Trust is about establishing (and maintaining) successful working relationships with those on whom you depend for publicity.

Unfortunately, there are plenty of ways to get on a reporter’s bad side. Here are some of the major ones, followed by the excuses you might use to justify violating the media's trust.

But then, why would you?

  1. Don’t return e-mails, texts, or phone calls from the media. (Excuse: “Don’t they know I’m busy?”)

  2. Refuse to provide the source of facts, figures, research, or other information that you include in your news releases or answers to questions from the media. (Excuse: “They should believe me, and not question where I got the information.”)

  3. Don’t spell check, proof, or fact check news releases and other press materials. (Excuse: “There’s no such thing as perfection. Beside, who cares if it’s not 100% accurate?”)

  4. If you don’t know the answer to a question posed by a journalist, just make it up. (Excuse: “Politicians do it all the time, so why shouldn’t I?”) 

  5. Don’t post the latest news releases and other information on your Web site. (Excuse: “They could Google it if they want to.”) 

  6. Plagiarize information, research, or quotes. (Excuse: “I have too much on my plate to write it myself. Besides, no one will ever find out!”)

  7. Miss deadlines important to reporters. (Excuse: “I’ve have my own problems!”)

  8. Agree to do media interviews on topics in which you have no knowledge or expertise. (Excuse: “Why should I pass up an opportunity to be quoted by the media?”)

  9. Cite outdated or questionable facts, figures or other information in your press materials or conversations with reporters. (Excuse: “I just don’t have time to update all of that stuff myself!”)

  10. Do or say something that will make the reporter look bad in the eyes of her editor, colleagues or audience. (Excuse: “Now she knows how it feels!”) 

  11. Ignore time limits that reporters may impose on their interviews with you. (Excuse: “I have a lot to say!”)

  12. Deny you gave the reporter information that proved to be false or wrong, even though you did. (Excuse: “What difference does it make? Reporters get things wrong all the time.” 

  13. Show up or phone in late for media interviews; better yet, don’t show up or call in at all. (Excuse: “I was having a really bad day and had much more important things to do.”)

  14. Forget to send information to a journalist that was important for their story. (Excuse: “What’s the big deal? If it was that important, she could have gotten it from someone else.”)
  • Why is trust more important than ever?

  • Find out by reading Path of Persuasion.
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    Labels: Brand Journalism, Communications, consumer trust, Content marketing, corporate communications, Crisis Communications, Influence, Media, Persuasion, Public Affairs, Public relations
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