Common Sense Crisis Management Advice
The other day, I did a post on how Jet Blue recovered from its Valentine’s Day debacle. In case you missed it, a plane full of people landed and then sat on the runway at Kennedy Airport for 11 hours before the passengers could deplane. A real mess, but Jet Blue executives did a very nice job of managing this PR nightmare.
No company is immune from a sudden disaster. That’s why it’s important to have a crisis management strategy in place. Burston-Marstellar a global PR firm surveyed their customers to identify the best crisis management strategies. Here is what they came up with. The % number indicates the % of respondents who chose a particular strategy.
Best Crisis Management Strategies
- Quickly disclose the details of the crisis or problem. 69%
- Make visible efforts towards progress and/or recovery. 59%
- Analyze what went wrong. 58%
- Improve the company’s governance structure. 38%
- Make the CEO and other leaders accessible to the media. 34%
- Fire those who created the problem. 32%
- Commit to high standards of corporate citizenship. 23%
- Review the company’s ethics policies. 19%
- Hire an outside auditor. 18%
- Have the CEO issue a public apology. 18%
Interestingly, Jet Blue solved its public relations nightmare by employing Strategy 10. The Jet Blue CEO publicly apologized in full page newspaper ads.
The common sense point here: when you screw up, admit it, express your regret, fix the problem.
That’s it for today. Thanks for reading. Log on to my website www.BudBilanich.com for more common sense. Check out my other blog: www.CareerSuperStar.com for common sense advice on becoming a success in your life and career.
I’ll see you around the web, and at Alex’s Lemonade Stand.
Bud
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