This week’s Roundtable took an in-depth look at three topics that all have some bearing on crisis communications, with special guest Jonathan Bernstein. Jonathan is the president of Bernstein Crisis Management, and authors the Bernstein Crisis Management Blog. Jonathan joined Roundtable host Jen Zingsheim, and co-host Chip Griffin, founder and CEO of CustomScoop.
- The first topic kicked off with a discussion of a piece Jonathan posted on Media Bullseye, concerning so-called “I-Reporters.” Contrary to what many social media proponents advocate, Jonathan says not only is there no obligation to respond to critics–sometimes it’s the best strategy for quelling a crisis.
- The Roundtable next discussed how crisis communications changes as public opinion shifts. Jonathan points out the staying on top of public opinion is key to good crisis management. Jen asks how this can be planned for, as planning for possible crises in the future is an integral component of good crisis comms practice.
- Low-cost carrier RyanAir closes out today’s discussion, as the Roundtable looks at how a company’s employees are trained to respond to critics online.