Dear GiGi, What is a good opening statement for a crisis involving stolen information in a cell phone company to reassure customers their information is safe?

November 30, 2011

The security of personal information is one of the most important things to a consumer, especially in the telecommunications business. While I’d need more information to talk specifics about this company’s challenge, here are a few principles to follow: Take ownership of the situation: accept responsibility for the breach, be transparent about the scope, and […]

read more

Dear GiGi, I work for a national nonprofit, and one of our board members was recently tied to a small scandal at her company. Although the charges are unfounded, I’m worried that my organization may become collateral damage by way of association. What can I do to protect my organization’s integrity and avoid having our name dragged through the mud?

September 23, 2011

Dear Dana, Regardless of the charges’ merit, you absolutely should be thinking about how the scandal may reflect on your organization. Everyone associated with the organization — from the executive director to board members to staff to interns — are brand ambassadors, and their actions affect the collective integrity. Here are a few things you […]

read more

Netflix’s Shaky Communications

September 19, 2011

Michael Gordon discussing the downside of Netflix’s recent announcement.
Latest Move Gets Netflix More Wrath

Dear GiGi: I run the comms team at a quickly growing tech startup, and we’re thinking of engaging a PR firm. What kind of internal resources should I plan on devoting to a solid PR effort?

September 6, 2011

Hi Gloria, You bring up a point that’s crucial to a successful PR program, yet often overlooked. The answer is that it depends entirely on your organization and the firm with which you want to work – but let me offer some guidance: First, determine your basic needs and goals. • Are you a new […]

read more

News Corp.’s Hacking Crisis

July 21, 2011

Michael Gordon discusses News Corp.’s handling of the hacking crisis.
The Missteps in Managing News Corp.’s Hacking Crisis