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Crisis Communication In the World of PR

What Is Crisis Communication?

“Crisis communication is a sub-specialty of the public relations profession that is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation.” –Wikipedia

When something unexpected happens and affects the success of your company, PR professionals step in. While emphasizing transparency, honesty, and acknowledging any customer concerns, crisis communication also includes taking preventative measures for future crises.

Company Crises

Crises come in all different forms. A few crises companies may face:

  • Lawsuits
  • Labor troubles
  • Fires
  • Product recalls
  • Workplace harassment
  • Poor customer service
  • Theft
  • Fraud

A negative review on social media or a hate comment doesn’t qualify as a crisis. An issue becomes a crisis only when it affects/hinders workflow or harms the brand’s reputation. Media monitoring is incredibly important for this reason. In order for your company to maintain a positive reputation, knowing how customers see your brand is vital. According to TalkWalker.com, “Don’t stop monitoring. Running sentiment analysis during a crisis will determine how your customers, influencers, prospects, and your industry are reacting. How they’re reacting will carry significant weight and if negative, could harm your brand.” By keeping a close eye on social media conversations about your company, you may be able to prevent a crisis before it even occurs.

Online Presence and Preventing Crises

Company employees should adhere to strict social media guidelines. Everything and anything posted by your company will be viewed, shared, and criticized, so its important to establish what is and isn’t okay to share. Social media blunders are all too common these days, but they’re easy to avoid by proofreading and simply double-checking to make sure nothing has been shared that shouldn’t be.

In the Midst of a Crisis

If a crisis does occur, it’s important to take action as quickly as possible. The company’s CEO, marketing team and HR should all be involved, and one of the first steps is to identify who will speak to the media and answer questions on behalf of the company. According to TalkWalker, these are the most important guidelines to follow in dealing with a crisis:

Taking responsibility for the issue is crucial. According to Forbes, “In today’s real-time world of social media, and with critics everywhere, reputation management matters more than ever and it can be lost in an instant. The tenets of any crisis communication are to be proactive, be transparent, and be accountable. When put into action it looks like this: acknowledge the incident, accept responsibility, and apologize.”

Before taking any action, issuing a public apology takes precedence. In doing this, it’s important for companies to remain human in how they react. “Saying ‘you’ll look into it’ doesn’t make anyone feel better. Saying you’re deeply saddened by what went down and will work on making things better is important,” says Forbes. Another important note: NEVER go silent on social media about what’s going on.

Working to understand the situation, listening to customer concerns, then responding accordingly = effective crisis communication.

 

AM:PM PR offers crisis communication services! Find out more information here.

Finding Your Creative Niche

What Is It?

Niche (noun): a place, employment, status, or activity for which a person or thing is best fitted.Merriam-Webster Dictionary

You’ve probably heard this word before. It’s commonly used in the world of ad, business and PR…but what can it mean for you?

A niche is what you do best, what you’re passionate about, and what sets you apart from the crowd.  These days, uniqueness is essential when it comes to promoting a product, business or brand successfully. A niche brand targets a specific audience or group of people, and offers what other brands don’t.

“Niche branding, also called narrow branding, is connecting with your audience (customers and prospects) in a targeted way that focuses on their needs and circumstances, not on you or your product.” Your Brand Inc

Successful Niche Brands and Products

Finding Your Niche

What do you enjoy doing? Do you write about music? Vlog while shopping for clothes? Film your own cooking show? Whatever it is you may enjoy, you can likely make a brand out of it. Want to learn how? Check out this article on Wordstream for these tips and more:

  • Know your target niche inside out
  • Solve your audience’s problems
  • Listen to your audience

My Niche

As a music blogger, I have a lot of competition. There are countless music blogs all over the internet, so it’s often difficult to produce content that no one has seen before. So, when I first started my blog in 2014, I targeted a very specific audience: teenage music/concert fangirls. I chose this audience because at the time, I was one too! I was always looking for blogs and websites that catered to my specific interests, and never found one that fit. So I launched my own.

My first few, niche posts (please keep in mind that I wrote these posts more than five years ago, haha):

Although my blog’s content has changed a lot since my fangirl days, one thing has stayed the same: I strive to produce music-related content that readers/music fans can’t find anywhere else. That’s my niche.

AM:PM PR’s Niche

Strategy is our niche. Good communicators are first good listeners. No two clients are the same. We work with your objectives in mind and build strategies focused on results. Whether you want to position your organization, connect with your audiences, sell a new product or need help managing a crisis, we believe effective communications are rooted in such timeless principles.

-Sophie

Meet AM:PM PR’s Newest Intern!

Hello!

Sophie Cettina here, AM:PM’s newest intern. I’ll be managing the agency’s blog and social media over the next few months. I’m thrilled to be here! 🙂

Bio

I graduated from the University of Oregon last month, where I earned a B.A. in Journalism/PR. When I wasn’t studying, I spent my time as a DJ at KWVA, UO’s college radio station. On the air, I played my favorite music and then discussed it as my alter ego, “DJ Vu.” (It’s a spin on the word “déjà vu”…haha, so punny!) My show, The Half Moon Tavern, was live every Thursday afternoon. My favorite part of being a DJ was receiving phone calls from listeners–sometimes, people would call to let me know how much they enjoyed the music I’d picked, or they’d call just to chat about artists and records. It’s pretty fun to share your music with the world in that way.

4 Fun Facts About Me

  1. I have a pet cockatiel named Quincy and two backyard chickens. (#PutaBirdOnIt!)
  2. My favorite movie is School of Rock starring Jack Black. (Stick it to the man, dude.)
  3. I write poetry and short stories.
  4. I have a tattoo of a chicken (that I drew myself) on my left ankle.

My Personal Blog

I’m a huge music nerd, and I love to write. My music blog, A Perfect Playlist, launched five years ago, and it’s grown so much since then! I post interviews with artists from around the world, concert and album reviews, tips and tricks on how to meet your favorite artists, and other music-related content. (Follow A Perfect Playlist on Instagram to stay up to date!)

Why PR?

I’m a storyteller with a passion for public relations, content development and music. I’m often asked, “you’re so excited about both music and PR. How do those two connect for you?” The answer is easy: I believe in the idea that songs are stories. As an avid storyteller, I know the power of words and connecting with an audience, just as songs do.

I’m so excited to help AM:PM tell their story.

-Sophie

Connect with me:

Twitter

Instagram

LinkedIn