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March 20, 2012
Responsive Crisis PR at Wells Fargo
 
This is all from the perspective of a Wells Fargo manager but, even so, it's an example of a full-scale aim/strategy/tactics PR response to an epic challenge — dealing with the home mortgage crisis. You can parse Joe Ohayon's testimony to the U.S. House Oversight and Government Reform Committee for a front-lines example of a crisis communication plan developed in intricate detail, starting with interviews with homeowners and including home preservation workshops and reaching out to community groups.

"We have found these types of face to face meetings with our customers to be very successful," Ohayon says. "We are typically able to provide a workout to about 2 out of 3 customers who attend a Wells Fargo Home Preservation Workshop...." The process seems based on listening and responding in a concerted manner, just what a focused crisis PR plan should be doing. 

(Self-disclosure: I'm a Wells Fargo customer, but I came across this material on the web entirely unassisted and found it responsive to sound PR/crisis communication principles. - Doug Bedell) 

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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