Asiana 214: Crash Unfolds Across Social Media

Asiana 214: Crash Unfolds Across Social Media

I’ve written before about the importance of images when a crisis breaks. When Asiana Airlines 214 crash landed at San Francisco International Airport yesterday, it didn’t take long for social media, especially Twitter, to kick into high gear. One of the things that was very clear watching the information cascade was how quickly images of the event went viral. […]

A Communicator’s Worst Day: Communicating Fatalities

A Communicator’s Worst Day: Communicating Fatalities

Nothing in the discipline of crisis communications is more important or more difficult than communicating to the public that people have died. This is also the place where I’ve seen many organizations freeze as the gravity of the situation weighs down the company. It’s critical to get this right and there are two basic principles that you can apply if this sad duty falls on your shoulders. […]

Crisis Response on Twitter: 3 Keys to the First Hour

Crisis Response on Twitter: 3 Keys to the First Hour

Like it or not, Twitter is now the de facto place people go for breaking news. It is where the majority of journalists will find out about an incident at your organization. It is where people who saw, heard or felt the incident will let the world know of their experience. […]

Why Would Anyone Talk to a Reporter Today?

Why Would Anyone Talk to a Reporter Today?

I get that question a lot. Usually it comes when I’m conducting a media training session, teaching people how to talk with reporters. The question is getting harder to answer.

Multiple major media outlets (CNN, Boston Globe, AP) reported that an arrest had been made in the Boston Marathon bombings when no such arrest had been made. […]