Tag Archives: apologizing

Don’t be misled by United’s crisis survival

It could be very easy to draw the wrong lessons from the United Airlines “customer re-accommodation” crisis. United will survive the forced removal of a law-abiding passenger being dragged off their plane and, within a very short time, the “scream … Continue reading

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How to explain illegally bulldozing an historic building

PR is sometimes cynically described as trying to put the best possible complexion on a given set of facts. Of course it’s much, much more than that. But occasionally that’s the priority when you are caught out doing something really … Continue reading

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Organisations dropped the ball on McGuire football gaffe

It was no surprise to see broadcaster and football personality Eddie McGuire fumbling to disentangle himself from yet another self-inflicted disaster. But the case highlights the reputational risk to associated organisations when individuals overstep the mark, and their failure to … Continue reading

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No, Telstra. System outage is about reputation, not technology

You know you’re in trouble when the news media start compiling lists of your failures, and the list gets rolled out and updated with every subsequent issue. That’s the problem facing Telstra as the supposedly premium telecoms supplier in Australia. … Continue reading

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Clever words are no substitute for apology and remorse

When a company’s reputation is under attack is not the time for weasel words and clever phrasing to make the situation look not quite so bad. Case in point is high-profile short-term lender Nimble, which must refund $1.5 million worth … Continue reading

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So, what have we learned from the Ashley Madison debacle

Just about everyone has an opinion about the Ashley Madison scandal, especially those millions who unwisely trusted the adultery website with their personal fantasies and credit card details. But it’s a mistake to think this crisis is mainly about hacking … Continue reading

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Maybe apologising is not always the right answer

Public relations convention suggests you should always apologise in a crisis.  But has the rise of social media helped blur the issue of when an apology really is the right answer? With apologies these days done so often – and regularly done so badly … Continue reading

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