The meltdown at Michigan following back-to-back home losses and the severe mishandling of concussed quarterback Shane Morris left the realm of my "passion" and entered the world of "profession." I may have a love for football, but my career is in communications.
It's a PR and moral nightmare, and the deepest fear of most handlers of a brand's social media presence. It's also one of the most easily avoided, and most difficult to fix: the ever-present Twitter Blunder.
While it is true that the internet lives forever, so does an individual's legacy. While the public may act as judge and jury during a media firestorm, the person who has been through the storm has the ability to chart his or her path to redemption.
Google recently unveiled a system which enables citizens of the European Union to ask the search engine to remove results from its listings. The move comes in response to a landmark European Union court ruling which gave people there the "right to be forgotten."
Aside from the obvious fact that Olivia would not be welcome at a Clippers game (the character is played by African American actress Kerry Washington), there are a few tips any crisis expert would have advised.
Despite warnings and near-constant reminders, many governments and first-responder agencies haven't thought thoroughly about communicating with the public during a crisis. In fact, most haven't even written a crisis communications plan.
I am not advocating that senior leaders of organizations take an oath of poverty. Instead, expenditures on CEO trappings are "opportunity costs" -- money that could be used for other purposes, including building your congressional reputation or industry image.
One doesn't typically equate Miami with prehistoric ruins, but today the city has a bona fide archaeological controversy on its hands. And while my knowledge of antiquities is best measured by how many times I have seen Raiders of the Lost Ark, I do know a good PR mess when I see one.
Restaurants get bad reviews, businesses get slammed for poor customer service, and some people have Internet skeletons which inconveniently appear in search engine results. What does one do if this happens? The spectrum of solutions runs wide from "let it ride" to engaging in black ops activities.
If you are ever in a situation where you want to share sensitive information with a journalist, the most important rule (after calling a PR person to help you) is to set very clear ground rules about attribution before the conversation starts.
Last summer, two guys raped me. They chose to have their way with me during a compromised state, and it was a traumatic experience made worse by their choices not to use condoms and not to take needed HIV medication. Thus began my disconnection.
I hope I'm asking this question on behalf of the majority of my peers, but which school of thought produced the Ostrich strategy in regards to responding to customer service, and ultimately, public relations issues?