Reputation Management in a Crisis : BOLSTER Strategy – Victimage

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where VICTIMAGE response was used as a BOLSTER strategy during a crisis is the response of Toyota during the unintended acceleration crisis in 2009-2010. During this crisis, there were reports of unintended acceleration incidents in certain Toyota vehicles, leading to accidents and fatalities. As the crisis unfolded, Toyota faced intense scrutiny and […]

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Reputation Management in a Crisis : DENY Strategy – Scapegoating

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example of SCAPEGOATING used as a crisis management strategy is the BP Deepwater Horizon oil spill in 2010. Following the catastrophic oil spill in the Gulf of Mexico, BP initially attempted to shift blame onto other parties and external factors to divert attention and avoid full accountability for the crisis. BP suggested that

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Reputation Management in a Crisis : BOLSTER Strategy – Reminding

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where REMINDING was used as a BOLSTER strategy during a crisis is the response of Johnson & Johnson (J&J) to the Tylenol poisoning crisis in 1982. During this crisis, seven people in the Chicago area died after consuming Tylenol capsules that had been tampered with and laced with cyanide. The incident created

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Reputation Management in a Crisis : DIMINISH Strategy – Justification

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where JUSTIFICATION was used as a strategy in crisis management is the Challenger space shuttle disaster in 1986. After the tragic explosion of the Challenger space shuttle, which resulted in the loss of all seven crew members, NASA initially employed a justification strategy to diminish its responsibility for the crisis. The organization

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Reputation Management in a Crisis : BOLSTER Strategy – Ingratiation

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

 A real-world example where INGRATIATION was used as a strategy in a BOLSTER strategy during a crisis is the response of Facebook following the Cambridge Analytica scandal in 2018. When it was revealed that the personal data of millions of Facebook users had been improperly harvested by Cambridge Analytica, a political consulting firm, Facebook faced

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Reputation Management in a Crisis : DIMINISH Stratgey – Excusing

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where EXCUSING was used as a response in crisis management is the Takata airbag recall crisis that emerged in the automotive industry. When reports of faulty airbags causing injuries and fatalities started to surface, Takata, a major airbag manufacturer, initially excused the crisis by providing reasons or justifications for the failures. The

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Reputation Management in a Crisis : DENY Strategy – Denial

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where a DENIAL was used as a strategy in crisis management is the case of the Exxon Valdez oil spill in 1989. Following the devastating oil spill in Prince William Sound, Alaska, caused by the grounding of the Exxon Valdez oil tanker, Exxon initially denied any wrongdoing or responsibility for the crisis.

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Reputation Management in a Crisis : REBUILD Strategy – Compensation

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

 A real-world example of COMPENSATION used as a strategy in a REBUILD strategy is the BP Deepwater Horizon oil spill in 2010. Following the massive oil spill in the Gulf of Mexico, BP took steps to rebuild its reputation and address the impact of the crisis. BP compensated individuals, businesses, and communities affected by the

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Reputation Management in a Crisis : DENY Strategy – Attacking the Accuser

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where ATTACKING THE ACCUSER was employed as a tactic in crisis management is the case of Volkswagen’s diesel emissions scandal in 2015. When allegations emerged that Volkswagen had installed software in its diesel vehicles to cheat on emissions tests, the company initially denied the accusations and questioned the credibility of the sources

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Reputation Management in a Crisis : REBUILD Strategy – Apology

Crisis Communications, Module 7 / Lesson 5, Module 7 Real World Examples / By

A real-world example where an APOLOGY response was used as a REBUILD strategy in the Volkswagen (VW) emissions scandal in 2015. The company faced a significant crisis when it was discovered that VW had installed software in their diesel vehicles to cheat on emissions tests. VW issued a public APOLOGY as part of its REBUILD

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