The Changing Crisis Management Landscape

Reputation is undoubtedly one of a corporation’s most valuable assets. Organizations invest millions of dollars and many years of effort to build their brands and develop trust among their stakeholders. But in today’s lightning-fast, hyper-connected world, a crisis can occur in a heartbeat and destroy a hard-earned reputation at Internet speed.
With so much at stake, effective crisis communication and issues management require companies to gain a new understanding of who their audiences are and what they expect and share about a brand. In a new podcast I just recorded for an audio series by American Airlines called “The Executive Report,” I discuss how new demands for corporate transparency and new channels opened by social media are transformng the way companies must prepare for and respond to crises. I invite you to listen to this discussion below and let me know your thoughts on this topic.

Rob Flaherty is Chairman of Ketchum, the global communications consultancy with 130 offices and affiliates worldwide. He is on the board of the Arthur W. Page Society, the Institute for Public Relations and the advisory board of Room to Read, which focuses on literacy and girls education in developing nations. Follow Rob on Twitter at @flahertyrob.