The Las Vegas Metropolitan Police Department has released a review of its performance during the mass shooting in 2017 that left 58 people dead and more than 800 injured. The report focuses on the operational response, but it does have a section on external communications. While few crises are as big or as tragic as this one, the report offers food for thought for all crisis communicators.
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Starbucks had a crisis over the Fourth of July weekend involving the treatment of customers who happened to be police officers. The company handled the situation well — as did the police department and the police union. In fact, the communications became something of a love fest. It’s a good example of how you can reach a positive outcome from a negative beginning.
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The Dominican Republic, or rather its large tourist industry, is struggling with a crisis you wouldn’t wish on your worst enemy. The situation shows how hard it is to respond when you can’t know all the facts — including what’s causing the crisis.
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We have had occasion to address the sad situations in which a company is harmed by a scandal rocking its celebrity brand ambassador. New research reveals the impact these occurrences can have on the brand’s stock price. It also shows factors to consider when deciding how to respond to such a crisis.
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When a crisis finally comes to its end, the work is not done. There’s still lots to do, and those things shouldn’t be ignored. The two categories of activity are stakeholder updates and the crisis review, or postmortem. Addressing these properly will help you nail your response to the current crisis and help in dealing with the next one.
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Outdoor-clothing maker The North Face found itself scurrying last week to apologize for a marketing campaign that went woefully wrong. The story shows how attempts at cutting-edge marketing can become crises. Oh, and the company’s response was far from adequate.
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