For many years now, experienced CCOs and agency counselors have appreciated that issuing segmented and conflicting messages to different stakeholders doesn’t work anymore. Fueled by the transparency of social media, what you say to employees had better be consistent with what you say to Wall Street and your customers, and vice versa. Everyone sees everything. […]
A few days ago, President Trump signed into law a $2 trillion bill to address the impact of the coronavirus (COVID–19) – the largest emergency relief package in U.S. history. Approximately $100 billion of that total is allocated to health systems and hospitals on the front lines of the crisis. With healthcare professionals among the hardest hit, the need for financial resources, increased capacity, protective gear and supplies is great. Hospital CEOs are responding in force with public reassurance and innovative strategies, but the financial outlook is […]
I played an unfair trick on a member of the Public Relations Student Society of America (PRSSA) this month that helped highlight a simple truth: The ever-faster pace and growing digital nature of our industry will create a much bigger challenge for the next generation of PR Pros in maintaining our ethical standards. At this […]
I was recently asked to speak to a large gathering of agricultural leaders in Australia about creating social license, or earning reputation by permission, for their industry. The concept of social license is not new. The concept was born out of the movement calling for corporations and organizations to reconcile business decisions and behaviors equally […]
Now that the dust is settling on the United Airlines saga, what else is there to say about this latest example of the power of unhappy customers armed with smartphones to turn a badly-handled service issue into a full-blown reputation firestorm? This one ticked all the boxes, with screaming headlines, stern editorials, social media memes, […]
As we prepared our third CSR Report, which published today, I found myself reflecting on just how far we’ve come since Ketchum embarked on a journey to make a difference in our communities, and the lessons we’ve learned along the way. It also made me think about what we intend to do in the future […]
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