Crisis Communications

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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Reputation Management in a Crisis : Local Development / Local Distribution

Crisis Communications, Module 7 / Lesson 4, Module 7 Real World Examples / By

Airlines operating in regions prone to severe weather events, such as hurricanes, snowstorms, or volcanic eruptions, frequently encounter situations where they need to communicate critical information to passengers, employees, and the local community. These situations often require localized messaging due to the unique circumstances of each event. Local Message Development: When a weather-related disruption occurs,

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Reputation Management in a Crisis : Crisis Team Structure

Crisis Communications, Module 7 / Lesson 4, Module 7 Real World Examples / By

Let’s examine the case of Ardent Leisure, the organisation behind the iconic Dreamworld amusement park in Australia. Dreamworld, nestled in the vibrant state of Queensland, had built an exceptionally robust and recognisable brand within its local community. Conversely, its parent company, Ardent Leisure, primarily functioned as a strategic holding company overseeing a diverse portfolio of

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Reputation Management in a Crisis : Central Development / Local Distribution

Crisis Communications, Module 7 / Lesson 4, Module 7 Real World Examples / By

In 2020, the COVID-19 pandemic posed a global health crisis, and various industries, including the fast-food sector, had to adapt rapidly to ensure the safety of customers and employees. Multinational fast-food chains, such as McDonald’s, Burger King, and KFC, faced the challenge of maintaining a consistent message about safety measures while addressing the varying local

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Reputation Management in a Crisis : Central Development / Central Distribution

Crisis Communications, Module 7 / Lesson 4, Module 7 Real World Examples / By

In 2017, Equifax, one of the three major credit reporting companies in the United States, experienced a massive data breach that exposed the personal information of approximately 147 million Americans. This breach included sensitive data such as names, Social Security numbers, birthdates, and addresses, making it one of the largest and most impactful data breaches

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