Hennes Communications

Crisis Communications, Reputation and the Coldplay KissCam Scandal: You Can’t Spin Your Way Out of Bad Behavior When it comes to crisis communications, no amount of spin can repair the damage caused by poor judgment at the top. We’ve already seen many PR professionals comment on this incident by offering the usual checklist: “Issue a statement sooner.” “Correct the record.” “Manage the narrative.” All fair observations—if you’re wearing a traditional public relations hat. But we approach this from a different perspective. We're crisis communications consultants, and in our world, the story begins long before the statement because crisis communications isn’t just about message management. We assess risk, anticipate reputational vulnerabilities and advise leaders on conduct, judgment and exposure long before the headlines hit. This wasn't a PR problem. It was a leadership failure. For the rest, click here: crisiscommunications.com/crisis-communi…

Blake Lively Lawsuit Highlights Distinction Between Crisis Communications and Traditional PR By Bruce Hennes SUMMARY This article highlights the critical distinction between true crisis communications and the practice of traditional public relations, especially in light of recent allegations of unethical tactics in the Blake Lively lawsuit. Crisis communications is portrayed as a principled discipline rooted in truth-telling, accountability and proactive problem-solving, unlike traditional PR, which often focuses on brand promotion and persuasion. The article critiques the trend of PR people claiming expertise in crisis management, warning that such practices undermine the profession's credibility. Hennes emphasizes the importance of ethical standards and rigorous vetting in crisis communications, offering actionable advice for organizations to ensure they partner with experienced professionals committed to navigating crises with integrity and transparency. ----------------------------------------- The recent allegations of a "smear campaign" orchestrated against actress Blake Lively have cast a harsh spotlight on the public relations industry. As reports proliferate about unethical tactics allegedly employed by “crisis management professionals,” it is crucial to differentiate between true crisis communications specialists and the broader practices of traditional PR firms. While the term “crisis PR” is frequently used interchangeably with “reputation management,” these are distinct disciplines. The conflation of the two has the potential to tarnish an entire profession, particularly those who uphold the highest ethical standards. Crisis Communications vs. Traditional PR: Key Differences Crisis communications is not simply an extension of public relations. It is a specialized discipline focused on guiding organizations through reputational threats that can often determine their very survival. Traditional PR, by contrast, centers on promoting brands, launching products, and managing long-term public perception. Both fields involve communication strategies, but their objectives and methods differ significantly. At its core, crisis communications is about truth-telling. True practitioners of this field are committed to advising clients to acknowledge mistakes, take accountability and implement corrective actions. The approach is proactive and principled: it seeks not to "spin" bad behavior but to help clients act ethically and transparently in the face of scrutiny. As I often tell clients, you can’t talk your way out of a crisis. Crisis communications must be supported by substantive actions that address the root cause of the issue. Traditional PR, on the other hand, often emphasizes persuasion. The goal is to craft compelling narratives that enhance a client’s image and promote their agenda. While most PR professionals operate ethically, there are clearly those in the profession willing to engage in questionable tactics to serve their clients. The Crisis PR Pretenders The articles and blog entries surrounding the Blake Lively lawsuit against Justin Baldoni brings to light a troubling trend: traditional PR firms claiming to offer crisis communications services without the necessary expertise. This has been exacerbated by the fact that there are no licensing requirements or professional barriers to practicing in the field. Any firm can claim to be a "crisis expert," even if its experience is limited to minor reputational hiccups or the occasional bad press. Unlike the seasoned specialists who dedicate their careers to managing crises, many PR firms approach crisis work as an add-on service. Real crisis communications work is not a part-time endeavor. It requires years of immersion in high-pressure situations, a deep understanding of media dynamics, and the ability to speak truth to power—even when it means challenging CEOs, boards of directors, or attorneys focused on winning their case in court. For the rest, click here: crisiscommunications.com/blake-lively-l…

@Yellowstone very frustrating, trying various ways to log into the Paramount screening app and it keeps telling me that it’s not available in my country. I live in Cleveland, Ohio. This is not good.

September 25. Another death from listeria. And still, not a single comment from anyone in management. This is inexcusable. washingtonpost.com/health/2024/09…

September 11 UPDATE ‘Imminent Threat’ Found at Boar’s Head Plant 2 Years Before Fatal Listeria Outbreak According to The New York Times, two years before a deadly listeria outbreak, U.S. inspectors warned that conditions at a Boar’s Head plant posed an “imminent threat” to public health, citing extensive rust, deli meats exposed to wet ceilings, green mold and holes in the walls. But the U.S. Agriculture Department did not impose strict measures on the plant, in Jarratt, Va., which could have ranged from a warning letter to a suspension of operations. Since then, other inspections found that many of the problems persisted, but again, the plant continued to process tons of beef and pork products, including liverwurst. And still, no word from Boar’s Head senior management. I can’t tell you how to run your plant, but I can give you this advice: Don’t keep saying that “Your safety remains our top priority.”

Boar's Head's Cold Response to a Deadly Recall: Where's the Heart in Corporate Apologies? For decades, we've paid a premium price for #BoarsHead deli meats, trusting them to deliver quality and safety. Now, we learn that for over a year, federal food safety inspectors documented water dripping over meat, dead flies, small pieces of meat residue on food contact surfaces, pooled blood on the plant floor and rancid smells in coolers, unlabeled products and “black moldlike substances” ranging from as small as a pinhead to the size of a quarter on walls at their Virginia plant, which is now tragically linked to 9 deaths from listeria. Their press release is a classic example of corporate doublespeak: “We deeply regret the impact this recall has had on affected families... We are conducting an extensive investigation...Your safety remains our top priority.” If these words were true, how could these shocking violations persist for so long? If people got sick from a single, unforeseen incident at a clean, well-run facility, I'd understand. But when federal inspectors report mold and other egregious violations for over a year—and now nine lives are lost, with 57 more in the hospital—it's clear: Safety was far from being your top priority. Carlos Giraldo, President of Boar’s Head, and Larry Helfant, COO: With nine people dead, why couldn’t either of you step up and offer a real, heartfelt apology? A faceless corporate statement isn’t enough. In times of crisis, leadership means speaking from the heart, not hiding behind PR. Sorry, Boar’s Head, but your response is as cold and empty as your commitment to safety seems to be.

Some time ago, Jeni's Ice Cream faced a similar situation. Their response was much different than the response so far from #BoarsHead. Simply put, Jeni's did everything right and they knocked it out of the park. Here's a description of their situation: crisiscommunications.com/jenis-splendid… And here's the apology from Jeni, herself: crisiscommunications.com/jenis-ice-crea…

@CricketGhostly @Simone_Biles -w

@Simone_Biles People are real treasures to their country and you are one of them Simone 🔥

you guys really gotta stop asking athletes what’s next after they win a medal at the Olympics

Whether in-person or virtual, the kids are still in school.  For the moment, however, this will be a class for the adults – and class is now in session on how to handle a social media crisis. crisiscommunications.com/lessons-from-a…

A recent report by Capterra suggests that more than half of US businesses should be worried about the next crisis. crisiscommunications.com/should-you-wor…

Most company leaders feel that they’re doing a good job when it comes to internal comms, according to communications management platform Axios HQ. Employees, however, aren’t quite so sure. crisiscommunications.com/workers-fault-…

As business culture changes as a result of both the pandemic and generational shifts, employees can easily act in ways that are wholly unacceptable today. When that happens, the C-suite must act quickly to prevent reputational damage. crisiscommunications.com/when-an-employ…

How to ... cope with the press. crisiscommunications.com/how-to-cope-wi…

When ‘correct’ writing looks wrong, what’s a PR writer to do? crisiscommunications.com/when-correct-w…

Considerations before trying to squash the negative story. crisiscommunications.com/considerations…

U.S. Secret Service National Threat Assessment Center issues report. crisiscommunications.com/u-s-secret-ser…

Who had meth in their underwear? The crucial need for clarity in communications. crisiscommunications.com/who-had-the-me…

In a PR Crisis, admit the truth now or pay the price later. There’s a maxim that says the cover-up is worse than the crime. Another variation is the cover-up makes the crime worse. crisiscommunications.com/in-a-pr-crisis…

Use gruesome video on the air or not? Name a suicide victim? Grant a silhouette interview and anonymity to a nervous informant? crisiscommunications.com/deceit-and-fak…