Crisis at The University of Texas

I was proud of my alma mater, The University of Texas at Austin, when recently it was forced to deal with the first homicide on campus in nearly 50 years…. Read More

United’s Apology—You Need to Get It Right the First Time

Like many frequent United travelers, I received a note via email from United Airlines CEO Oscar Munoz on April 17. In my forthcoming book, Brand Under Fire, I describe the… Read More

When You Mess Up, Fess Up

In my forthcoming book on crisis management, I describe the six stages of crisis. This week United Airlines went from Stage 4, “Escalating Flow of Events,” to Stage 6, “Bunker… Read More

United Airlines’ Twitter Turbulence

I always advise companies to make sure their communications have the right voice. That is, don’t sound like an overbearing, cold corporation if your goal is to project a warm,… Read More

Adding “Attack by President” to Crisis Preparedness

Thanks to all who tuned in to my Webinar, “How Your Brand Can Weather A Political ‘Tweet Storm.’” If you missed it, the program is available here through WebEx. I… Read More

What to do when you’ve been Trumped: Six Considerations to Survive the “Tweet Storm”

After watching the experiences of Nordstrom’s and L.L. Bean, some of my friends and clients have asked about the appropriate response if your brand is embroiled in one of President… Read More


The death of Fidel Castro has brought a range of reactions from people around the world. None more explosive online than the #TrudeauEulogies, prompted by the Prime Minister of Canada’s… Read More

Reaching Millennials

The folks at Newman’s Own, the company founded by the late actor Paul Newman, recently discovered some interesting insights about the brand. The salad dressing and popcorn company found that… Read More

The Age of Radical Transparency

Dave Samson, General Manager of Public Affairs at Chevron and president of the Arthur W. Page Society, shares insights on mobile technology and its role in crisis management: “Twitter is… Read More

Uh Oh, That Screen Shot Lives On

When Mike Webb, conservative candidate for United States Congress in Virginia’s 8th District, decided to screen shot a post from his campaign Facebook page last night, he likely didn’t realize… Read More