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Air India Flubs a Customer Crisis
February 26th, 2015 by Doug Bedell
It’s hazardous to pass along impressions from a situation occurring in another culture, but certainly the distraught scene at an Air India airport check-in station as a late-arriving passenger (five minutes) pleads to be allowed on her flight is an exercise in what might be learned about crisis communication for the benefit of all involved...

PR's Crisis Aim: Maintaining Reputation (Not Just Surviving)
February 25th, 2015 by Doug Bedell
In today’s fast-moving world, Stanton Public Relations in New York highlights reputation management (and preservation) as PR’s core objective. Be ready for a crisis, don’t improvise should one occur and preserve your organization’s integrity throughout are its themes.
Scratch These Terms – Just Do It
February 24th, 2015 by Doug Bedell
Casting about for a Flack Me post, a stop at the Forbes site is often rewarding, as with Robert Wynne’s offering there on “12 Useless Public Relations Terms.” Is anybody still talking about “thought leadership” in these tumultuous relational times? Apparently so. Or “thinking outside the box,” when we’re all in the box being heaved so recklessly (or defiantly) about? Forget hoary, hackneyed terms, folks, and just do it...
No Blithe Assurances – Eyes Open Only
February 23rd, 2015 by Doug Bedell
A telling example of why public relations shouldn’t ever be practiced on a skin-deep-only basis comes from Williamson, West Virginia. There, the local paper has a story quoting Norfolk Southern’s PR director, Robin Chapman, on the measures her company takes to avoid an oil train inferno like the one that hit CSX elsewhere in the state on February 16. “Not only do our locomotive engineers go through extensive training beginning in McDonough, Georgia,” Chapman said, “but we also come and provide training to emergency responders in the case of handling hazardous materials. We spend hundreds of millions of dollars to properly ensure that this type of accident does not happen and to my best knowledge, the town of Williamson has yet to have a rail accident of this nature. We plan to keep it that way..."
PR for the Birds
February 20th, 2015 by Doug Bedell
Outside of battlefield settings, perhaps, awareness of PR impacts can help promote values that are life-sustaining and enhancing, as in the case of solar power arrays now reaching utility-scale output. They need to be made safe for birds and apparently can be, as this report from a solar project in Nevada indicates.
Microsoft is Suddenly Killing It on PR
February 20th, 2015 by Mike Bush
Like most folks in PR, I keep a running list of things I want to write (or perhaps various pitches I’m thinking about using). The list is in a notebook sitting on my desk, and to be honest, the notebook looks like it has survived a war. It kind of has. Earlier this week, I wrote, “Microsoft has had a couple good weeks,” with the idea of offering credit where it’s due. I should have written sooner, because apparently Forbes agrees with me so much they went ahead and scooped me.
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