Google and Yelp deserve credit for taking early action last month regarding business reviews – specifically those referencing COVID-19 issues. Google indefinitely suspended all new reviews, new review replies and Q&A during the crisis. Yelp vowed to “protect local businesses from reputational harm” by disallowing negative reviews about a business being closed in response to […]
When we talk about crisis communications, we often think of legal teams, public relations, risk management and operations. What we often miss is human resources and the role of culture. Culture is critical to responding well to a crisis, and it’s easy to err on either of two sides that are greatly impacted by culture […]
If you’re not monitoring what they’re talking about, you’re missing an opportunity to gather data that will be critical when you respond to them. Check the social media and review site feeds immediately. But don’t respond just yet. Wait for the facts to become clear.
It’s easy to make critical mistakes that cost you more than help you when sending out communications in a vacuum. Collaboration is key to sending the right message to the right people no matter the situation, even when that crisis strikes at 5:30 p.m. on Friday.
Finding legal and PR teams that collaborate well with each other is difficult, but when you do, the results are well worth the effort during a crisis. To do this, you have to understand why PR and legal differ and know how to effectively consider their positions and make decisions that are right for your organization.
It begs the question of whether your company has a crisis plan in place for a potentially damaging incident on one of your properties, even if that incident is on a smaller scale than those that have recently grabbed headlines.
Even the most sophisticated and large apartment owner/operators with strong plans in place have room for improvement in resident, media and other communications. Here are a few common mistakes we’ve encountered that should be avoided to ensure your crisis communications program is on point.