Management of negative PR online

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Management of negative PR online

  1. 1. Research Project for COMM 503University of AlbertaBy: Yuliya RiabkoTHE MANAGEMENT OF NEGATIVE PR ONLINE
  2. 2. Every organization works hard to manage its publicrelations (PR) to be perceived as the best organization inwhat it does. The management of PR is very important tothe success of an organization.ABOUT THE PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  3. 3. Every organization works hard to manage its publicrelations (PR) to be perceived as the best organization inwhat it does. The management of PR is very important tothe success of an organization.One way to manage PR is to send news releases with thelatest updates about the company. Another way is toparticipate in online discussions and talk directly withpotential customers.ABOUT THE PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  4. 4. Every organization works hard to manage its publicrelations (PR) to be perceived as the best organization inwhat it does. The management of PR is very important tothe success of an organization.One way to manage PR is to send news releases with thelatest updates about the company. Another way is toparticipate in online discussions and talk directly withpotential customers.One may think that the management of PR is easy; that it isas simple as talking and promoting a business online.However, this is not as easy as it sounds. With so manysocial media channels, online reviews, and onlinecommunities, PR can explode and get out of control.ABOUT THE PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  5. 5. The following presentation is going to discuss:• Two real cases of how bad PR management was managedonline;• How to manage and prevent negative PR online.ABOUT THE PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  6. 6. The following presentation is going to discuss:• Two real cases of how bad PR management was managedonline;• How to manage and prevent negative PR online.This presentation will also provide a list of:• Articles about the management of PR for further reading• Twitter users who tend to tweet about the management of PR• Online companies who specialize in the management of PRonlineABOUT THE PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  7. 7. American singer Beyoncé was one among the performers to sign at president Obama’sinauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.CASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  8. 8. American singer Beyoncé was one among the performers to sign at president Obama’sinauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.CASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  9. 9. American singer Beyoncé was one among the performers to sign at president Obama’sinauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.CASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  10. 10. American singer Beyoncé was one among the performers to sign at president Obama’sinauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.CASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  11. 11. There were also hundreds of negative but also supportive comments posted under each media releaseabout the factCASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  12. 12. There were also hundreds of negative but also supportive comments posted under each media releaseabout the factCASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  13. 13. There were also hundreds of negative but also supportive comments posted under each media releaseabout the factCASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  14. 14. There were also hundreds of negative but also supportive comments posted under each media releaseabout the factCASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  15. 15. There were also hundreds of negative but also supportive comments posted under each media releaseabout the factCASE 1:MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED ATOBAMA INAUGURATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  16. 16. When Beyoncé realized the damage that she createdby lip-synching she responded quickly by signing liveat her next concert.CASE 1:HOW DID SHE DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  17. 17. When Beyoncé realized the damage that she createdby lip-synching she responded quickly by signing liveat her next concert.Beyoncés response follows four key steps for crisismanagement:CASE 1:HOW DID SHE DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  18. 18. When Beyoncé realized the damage that she createdby lip-synching she responded quickly by signing liveat her next concert.Beyoncés response follows four key steps for crisismanagement:1) Respond quickly2) Be authentic and genuine in your response3) If you’ve done wrong, admit fault4) If your credibility has been called intoquestion, find ways to quickly re-establish itCASE 1:HOW DID SHE DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  19. 19. I think that having a live concert after lip-synching does notshow a good management of PR.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  20. 20. I think that having a live concert after lip-synching does notshow a good management of PR.I am sure that the concert was scheduled way before theinauguration and it was part of her concert series. Unlessshe was planning to lip-synch at the concert, but after theinauguration crisis she changed her mind.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  21. 21. I think that having a live concert after lip-synching does notshow a good management of PR.I am sure that the concert was scheduled way before theinauguration and it was part of her concert series. Unlessshe was planning to lip-synch at the concert, but after theinauguration crisis she changed her mind.Although, the bad PR online has decreased after sometime, it is not necessarily due to Beyoncés live concert butdue to the general nature of online talks.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  22. 22. I think that having a live concert after lip-synching does notshow a good management of PR.I am sure that the concert was scheduled way before theinauguration and it was part of her concert series. Unlessshe was planning to lip-synch at the concert, but after theinauguration crisis she changed her mind.Although, the bad PR online has decreased after some time,it is not necessarily due to Beyoncés live concert but due tothe general nature of online talks.People tend to talk a lot about a specific subject during thefirst few days, but with time as more events occur, peopletend to talk less about the old events and switch theirattention to the newer ones. Hence, even though the bad PRhad decreased, it is hard to conclude that it was due to theBeyoncés act at her concert.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  23. 23. Amy’s Baking Company participated in theKitchen Nightmares TV show.CASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  24. 24. Amy’s Baking Company participated in theKitchen Nightmares TV show.After receiving so many negative comments byGordon Ramsey (TV host) the owners havetaken it online in order to defend themselves.CASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  25. 25. Amy’s Baking Company participated in theKitchen Nightmares TV show.After receiving so many negative comments byGordon Ramsey (TV host) the owners havetaken it online in order to defend themselves.However, the response from the onlinecommunity was overwhelming and contributedto a meltdown of Amy’s Baking Company’sonline reputationCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  26. 26. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking CompanyCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  27. 27. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking CompanyCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  28. 28. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking CompanyCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  29. 29. The comments appeared on other online channels as wellCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  30. 30. The comments appeared on other online channels as wellCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  31. 31. The comments appeared on other online channels as wellCASE 2:THIS IS THE MOST EPIC BRAND MELTDOWN ONFACEBOOK EVERIntroduction Case Studies Articles Lessons Learned Bibliography
  32. 32. CASE 2:HOW DID THEY DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  33. 33. The owners went on TV and claimed that they did not write these nasty responses and that their social mediaaccounts were hacked and became frozen.CASE 2:HOW DID THEY DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  34. 34. The owners went on TV and claimed that they did not write these nasty responses and that their social mediaaccounts were hacked and became frozen.They also mentioned that they hired a PR representative who would help them with the management of their PRCASE 2:HOW DID THEY DEAL WITH IT?Introduction Case Studies Articles Lessons Learned Bibliography
  35. 35. Going on TV and claiming that the social mediachannels were hacked may seem like a good idea.But there is no proof that Amy’s Baking Company’sonline reputation has improved since then.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  36. 36. Going on TV and claiming that the social mediachannels were hacked may seem like a good idea.But there is no proof that Amy’s Baking Company’sonline reputation has improved since then.People are still writing bad reviews about Amy’sBaking Company online and people still rememberthe story.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  37. 37. Going on TV and claiming that the social mediachannels were hacked may seem like a good idea.But there is no proof that Amy’s Baking Company’sonline reputation has improved since then.People are still writing bad reviews about Amy’sBaking Company online and people still rememberthe story.On the other hand, after the social mediameltdown, Amy’s Baking Company managed tomaintain its customers, as they keep visiting therestaurant.WHAT DO I THINK ABOUT IT?Introduction Case Studies Articles Lessons Learned Bibliography
  38. 38. The cases of Beyoncé and Amy’s Baking Companydemonstrate that not all strategies of managing PRare effective.NEXT SET OF PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  39. 39. The cases of Beyoncé and Amy’s Baking Companydemonstrate that not all strategies of managing PRare effective.The management of PR online is a challenging taskthat requires a customized approach.NEXT SET OF PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  40. 40. The cases of Beyoncé and Amy’s Baking Companydemonstrate that not all strategies of managing PRare effective.The management of PR online is a challenging taskthat requires a customized approach.Therefore, the following slides will examine otherstrategies of how to manage PR online. Thesestrategies are taken from five online articles.NEXT SET OF PRESENTATIONIntroduction Case Studies Articles Lessons Learned Bibliography
  41. 41. • Before doing anything, evaluate the situation and think if it is worthto take an action about itTake no action• Let them know your point of view, especially if the story is fake• Talk nicely to them• Ask for an independent opinion of a third partyContact the reporter oreditor• If the article damages the reputation of your business issue a publicstatement (on your website, in a newspaper) explaining the situationIssue a public responseARTICLE 1:MANAGING BAD PRESSIntroduction Case Studies Articles Lessons Learned Bibliography
  42. 42. • Before doing anything, evaluate the situation and think if it is worthto take an action about itTake no action• Let them know your point of view, especially if the story is fake• Talk nicely to them• Ask for an independent opinion of a third partyContact the reporter oreditor• If the article damages the reputation of your business issue a publicstatement (on your website, in a newspaper) explaining the situationIssue a public responseARTICLE 1:MANAGING BAD PRESSIntroduction Case Studies Articles Lessons Learned Bibliography
  43. 43. • Before doing anything, evaluate the situation and think if it is worthto take an action about itTake no action• Let them know your point of view, especially if the story is fake• Talk nicely to them• Ask for an independent opinion of a third partyContact the reporter oreditor• If the article damages the reputation of your business issue a publicstatement (on your website, in a newspaper) explaining the situationIssue a public responseARTICLE 1:MANAGING BAD PRESSIntroduction Case Studies Articles Lessons Learned Bibliography
  44. 44. I agree with the first point of stopping and thinking whether bad PR is worthdealing with. Some times it is just better to leave it alone and not to respond withthe hope that the issue will go away.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  45. 45. I agree with the first point of stopping and thinking whether bad PR is worthdealing with. Some times it is just better to leave it alone and not to respond withthe hope that the issue will go away.I also agree with the second point that sometimes it may be beneficial to contactthe editors directly and explain to them your point of view on the article. I am,however, doubtful that they will be willing to talk to you, or that they will write aresponse article.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  46. 46. I agree with the first point of stopping and thinking whether bad PR is worthdealing with. Some times it is just better to leave it alone and not to respond withthe hope that the issue will go away.I also agree with the second point that sometimes it may be beneficial to contactthe editors directly and explain to them your point of view on the article. I am,however, doubtful that they will be willing to talk to you, or that they will write aresponse article.Lastly, issuing a public response can be a good idea. Especially if the organizationhas a website. This approach, however, may not be work for businesses withlimited resources that do not have a website.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  47. 47. I agree with the first point of stopping and thinking whether bad PR is worthdealing with. Some times it is just better to leave it alone and not to respond withthe hope that the issue will go away.I also agree with the second point that sometimes it may be beneficial to contactthe editors directly and explain to them your point of view on the article. Iam, however, doubtful that they will be willing to talk to you, or that they willwrite a response article.Lastly, issuing a public response can be a good idea. Especially if the organizationhas a website. This approach, however, may not be work for businesses withlimited resources that do not have a website.If there is an article that damages a small business’s sales and revenues, it mayhave limited financial resources to write a decent blog or to update/create awebsite. Assuming it cannot do it on its own and needs to hire somebody.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  48. 48. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  49. 49. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  50. 50. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  51. 51. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  52. 52. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information isincorrect, add the correctinformation4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  53. 53. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  54. 54. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  55. 55. 1) Weigh your responsefirst• Respond carefully to anycomment2) Don’t overreact• Stay calm becauseoverreacting can bring moreattention to the subject3) Ask for equal time• Reply to the negative PR• If information is incorrect,add the correct information4) Use facts and figuresand cite third partysources• Where possible use facts andreferencesARTICLE 2:AN 8-STEP GUIDE TO MANAGING NEGATIVE PR5) Let your advocatesdefend you• Where possible , allow yourcustomers to defend you andrespond to the negative PR6) If appropriate,apologize• If you know it is your faultapologize and take the rightsteps to fix the problem7) Generate positivecontent where possible• After the incident try togenerate positive PR in thecommunity8) Ask yourself: is this anopportunity?• Analyze the comment andsee if it could be anopportunity to fix/updateyour business practicesIntroduction Case Studies Articles Lessons Learned Bibliography
  56. 56. I would agree with the first point that we should first weigh our response and thenreply. The best way is simply to analyze where the negative PR came from andwhether it is true or not. I think it is very important to look at this situationobjectively before respondingMY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  57. 57. I would agree with the first point that we should first weigh our response and thenreply. The best way is simply to analyze where the negative PR came from andwhether it is true or not. I think it is very important to look at this situationobjectively before respondingI also like the fourth point of having facts and references. However, sometime it isstill difficult to respond using facts because bad PR may rely on facts as well. Themost important point, I think, is to make sure your facts and stats are up-to-dateand accurate, leaving as little room as possible for their misinterpretation.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  58. 58. MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  59. 59. I agree with the fifth point of letting advocates to defend you if they want. However,this may not be always possible, as a avenues for doing so may be limited. In otherwords, customers of a business may not always have the means to access the relevantchannels to defend a business.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  60. 60. I agree with the fifth point of letting advocates to defend you if they want. However,this may not be always possible, as a avenues for doing so may be limited. In otherwords, customers of a business may not always have the means to access the relevantchannels to defend a business.The point about apology is also very good. I would, however, suggest that any reply canstart with the apology. I believe that saying an apology before providing the true factsmay also decrease the negative PR.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  61. 61. I agree with the fifth point of letting advocates to defend you if they want. However,this may not be always possible, as a avenues for doing so may be limited. In otherwords, customers of a business may not always have the means to access the relevantchannels to defend a business.The point about apology is also very good. I would, however, suggest that any reply canstart with the apology. I believe that saying an apology before providing the true factsmay also decrease the negative PR.The last point is my favorite of all. I believe that constantly evaluating an organizationis actually very beneficial. Many times business owners have a biased view on how theyrun their business. Hearing a critique would allow them to look at their business from adifferent perspective and see where they can improve.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  62. 62. Update your front page with the latest words that are trending in searchKeep an eye on unfavorable content about your businessIf you see negative comments try to move themIf needed create various sites about your businessWrite blogs and articles, send press releasesARTICLE 3:ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIAIntroduction Case Studies Articles Lessons Learned Bibliography
  63. 63. Update your front page with the latest words that are trending in searchKeep an eye on unfavorable content about your businessIf you see negative comments try to move themIf needed create various sites about your businessWrite blogs and articles, send press releasesARTICLE 3:ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIAIntroduction Case Studies Articles Lessons Learned Bibliography
  64. 64. Update your front page with the latest words that are trending in searchKeep an eye on unfavorable content about your businessIf you see negative comments try to move themIf needed create various sites about your businessWrite blogs and articles, send press releasesARTICLE 3:ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIAIntroduction Case Studies Articles Lessons Learned Bibliography
  65. 65. Update your front page with the latest words that are trending in searchKeep an eye on unfavorable content about your businessIf you see negative comments try to move themIf needed create various sites about your businessWrite blogs and articles, send press releasesARTICLE 3:ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIAIntroduction Case Studies Articles Lessons Learned Bibliography
  66. 66. Update your front page with the latest words that are trending in searchKeep an eye on unfavorable content about your businessIf you see negative comments try to move themIf needed create various sites about your businessWrite blogs and articles, send press releasesARTICLE 3:ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIAIntroduction Case Studies Articles Lessons Learned Bibliography
  67. 67. I agree that business should keep an eye on unfavourable contentonline. I believe that business should use various social media toolsto track what is said about the business online, and respond to it ifpossible and necessary.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  68. 68. I agree that business should keep an eye on unfavourable contentonline. I believe that business should use various social media toolsto track what is said about the business online, and respond to it ifpossible and necessary.I disagree, however, that it is important to update the home page ofa website with trending words. Updating the front page constantlymay lead to a high cost for a business, as each update usually costsmoney. Also, having the latest trending words on the website doesnot mean that the PR will be successful or not. All it does is justmake the website come up more often in online searches.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  69. 69. MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  70. 70. I also disagree with the point that if you have negative comments youshould move them. First, it is unclear how moving a point could bedone. Second, if the author means to remove bad commentsaltogether, it may put a business’s integrity into question andcontribute to even more bad PR.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  71. 71. I also disagree with the point that if you have negative comments youshould move them. First, it is unclear how moving a point could bedone. Second, if the author means to remove bad commentsaltogether, it may put a business’s integrity into question andcontribute to even more bad PR.Finally, I would agree that writing various blogs, articles, and sending apress release may contribute to the positive management of PR,because a business would usually write positive things. However, abusiness should be careful, because any write up online may be metwith bad comments by the readers and it may actually contribute tonegative PR online.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  72. 72. Be prepared • Be familiar with various social media and public relations toolsGet the facts • Gather all the possible facts in order to defend yourself wellBe proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order tohave constant positive updates about your company onlineThe media center • If planning an event, set up a media center whose responsibility would be to respond tocrises in case they occurAlert the media • When possible let the media know about the latest updatesARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography1/4
  73. 73. Be prepared • Be familiar with various social media and public relations toolsGet the facts • Gather all the possible facts in order to defend yourself wellBe proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order tohave constant positive updates about your company onlineThe media center • If planning an event, set up a media center whose responsibility would be to respond tocrises in case they occurAlert the media • When possible let the media know about the latest updatesARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography1/4
  74. 74. Be prepared • Be familiar with various social media and public relations toolsGet the facts • Gather all the possible facts in order to defend yourself wellBe proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order tohave constant positive updates about your company onlineThe media center • If planning an event, set up a media center whose responsibility would be to respond tocrises in case they occurAlert the media • When possible let the media know about the latest updatesARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography1/4
  75. 75. Be prepared • Be familiar with various social media and public relations toolsGet the facts • Gather all the possible facts in order to defend yourself wellBe proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order tohave constant positive updates about your company onlineThe media center • If planning an event, set up a media center whose responsibility would be to respond tocrises in case they occurAlert the media • When possible let the media know about the latest updatesARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography1/4
  76. 76. Be prepared • Be familiar with various social media and public relations toolsGet the facts • Gather all the possible facts in order to defend yourself wellBe proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order tohave constant positive updates about your company onlineThe media center • If planning an event, set up a media center whose responsibility would be to respond tocrises in case they occurAlert the media • When possible let the media know about the latest updatesARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography1/4
  77. 77. Use internet • Create a website and monitor it 24/7Implement a physicalperimeter• If a crisis involves the police then ask them to tape off the affected areaMonitor the news • Keep an eye on the news and see if there is any negative reportingCreate daily briefings • If possible create a short press release on a daily basisCreate daily soundbytes • Have somebody analyse the daily updates and quickly brief others on themARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography2/4
  78. 78. Use internet • Create a website and monitor it 24/7Implement a physicalperimeter• If a crisis involves the police then ask them to tape off the affected areaMonitor the news • Keep an eye on the news and see if there is any negative reportingCreate daily briefings • If possible create a short press release on a daily basisCreate daily soundbytes • Have somebody analyse the daily updates and quickly brief others on themARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography2/4
  79. 79. Use internet • Create a website and monitor it 24/7Implement a physicalperimeter• If a crisis involves the police then ask them to tape off the affected areaMonitor the news • Keep an eye on the news and see if there is any negative reportingCreate daily briefings • If possible create a short press release on a daily basisCreate daily soundbytes • Have somebody analyse the daily updates and quickly brief others on themARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography2/4
  80. 80. Use internet • Create a website and monitor it 24/7Implement a physicalperimeter• If a crisis involves the police then ask them to tape off the affected areaMonitor the news • Keep an eye on the news and see if there is any negative reportingCreate daily briefings • If possible create a short press release on a daily basisCreate daily soundbytes • Have somebody analyse the daily updates and quickly brief others on themARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography2/4
  81. 81. Use internet • Create a website and monitor it 24/7Implement a physicalperimeter• If a crisis involves the police then ask them to tape off the affected areaMonitor the news • Keep an eye on the news and see if there is any negative reportingCreate daily briefings • If possible create a short press release on a daily basisCreate daily soundbytes • Have somebody analyse the daily updates and quickly brief others on themARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography2/4
  82. 82. The truth - and only thetruth• Make sure to say the truth about the situationSpokespeople • Have a professional spokesperson talking on your behalfSpeak Slowly • By speaking slowly you will be able to organize your thoughts and deliver yourmessage clearlyAcknowledge when youAre wrong• Admit and apologize when you and your organization representatives have donesomething wrongKeep your tape recorderson• If going to a conference that relates to a conflict then record everything that was saidthereARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography3/4
  83. 83. The truth - and only thetruth• Make sure to say the truth about the situationSpokespeople • Have a professional spokesperson talking on your behalfSpeak Slowly • By speaking slowly you will be able to organize your thoughts and deliver yourmessage clearlyAcknowledge when youAre wrong• Admit and apologize when you and your organization representatives have donesomething wrongKeep your tape recorderson• If going to a conference that relates to a conflict then record everything that was saidthereARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography3/4
  84. 84. The truth - and only thetruth• Make sure to say the truth about the situationSpokespeople • Have a professional spokesperson talking on your behalfSpeak Slowly • By speaking slowly you will be able to organize your thoughts and deliver yourmessage clearlyAcknowledge when youAre wrong• Admit and apologize when you and your organization representatives have donesomething wrongKeep your tape recorderson• If going to a conference that relates to a conflict then record everything that was saidthereARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography3/4
  85. 85. The truth - and only thetruth• Make sure to say the truth about the situationSpokespeople • Have a professional spokesperson talking on your behalfSpeak Slowly • By speaking slowly you will be able to organize your thoughts and deliver yourmessage clearlyAcknowledge when youAre wrong• Admit and apologize when you and your organization representatives have donesomething wrongKeep your tape recorderson• If going to a conference that relates to a conflict then record everything that was saidthereARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography3/4
  86. 86. The truth - and only thetruth• Make sure to say the truth about the situationSpokespeople • Have a professional spokesperson talking on your behalfSpeak Slowly • By speaking slowly you will be able to organize your thoughts and deliver yourmessage clearlyAcknowledge when youAre wrong• Admit and apologize when you and your organization representatives have donesomething wrongKeep your tape recorderson• If going to a conference that relates to a conflict then record everything that was saidthereARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography3/4
  87. 87. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what youare sayingCrowd control • Try to control the crowd, especially when talking to the media during conferencesNever say “no comment”• If you are not sure how to reply to specific question, simply explain that you do nothave an answer to that question currently but you will check and will get back with theanswerCreate good vibes • In case it is an event crisis try to create a good environment around youARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography4/4
  88. 88. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what youare sayingCrowd control • Try to control the crowd, especially when talking to the media during conferencesNever say “no comment”• If you are not sure how to reply to specific question, simply explain that you do nothave an answer to that question currently but you will check and will get back with theanswerCreate good vibes • In case it is an event crisis try to create a good environment around youARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography4/4
  89. 89. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what youare sayingCrowd control • Try to control the crowd, especially when talking to the media during conferencesNever say “no comment”• If you are not sure how to reply to specific question, simply explain that you do nothave an answer to that question currently but you will check and will get back with theanswerCreate good vibes • In case it is an event crisis try to create a good environment around youARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography4/4
  90. 90. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what youare sayingCrowd control • Try to control the crowd, especially when talking to the media during conferencesNever say “no comment”• If you are not sure how to reply to specific question, simply explain that you do nothave an answer to that question currently but you will check and will get back with theanswerCreate good vibes • In case it is an event crisis try to create a good environment around youARTICLE 4:REPUTATION MANAGEMENT PRIntroduction Case Studies Articles Lessons Learned Bibliography4/4
  91. 91. I like the broad number of points that examine the long term solutions forthe management of a bad PR, especially when there is an event that occursand requires the gathering of evidence to prove a person’s innocence.Therefore, I believe that the suggestions are beneficial in case there is acourt case, or bad PR involving a famous person.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  92. 92. I like the broad number of points that examine the long term solutions forthe management of a bad PR, especially when there is an event that occursand requires the gathering of evidence to prove a person’s innocence.Therefore, I believe that the suggestions are beneficial in case there is acourt case, or bad PR involving a famous person.Moreover, having a detailed response plan could be useful for a business ofany size. Additionally, a professional spokespersons are also essential to anybusiness size and type, as they know how to deliver information effectively.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  93. 93. MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  94. 94. Monitoring the news is a great idea as well. There are various online toolsthat exist to help organizations monitor online news releases. Perhaps acompany should use those.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  95. 95. Monitoring the news is a great idea as well. There are various online toolsthat exist to help organizations monitor online news releases. Perhaps acompany should use those.Lastly, speaking slowly is an important skills to have. Many times a businessoverreacts and either writes a quick response online or talks fast whilereplying to questions. Remaining calm during those times is crucial as ithelps to think, as well as show the critics that you are calm when it comes tosome sensitive issue.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  96. 96. • Try to get attention of the smaller newspapers firstStart Small• Create a list of authors that may be interested to write aboutyouCreate a press list• Reporters may notice new followers and may do a furtherresearch about youFollow reporters• Try to tie your pitch to recent events happening in the newsBe current• Think about creative ways of approaching the reporterLook for ways to standoutARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography1/2
  97. 97. • Try to get attention of the smaller newspapers firstStart Small• Create a list of authors that may be interested to write aboutyouCreate a press list• Reporters may notice new followers and may do a furtherresearch about youFollow reporters• Try to tie your pitch to recent events happening in the newsBe current• Think about creative ways of approaching the reporterLook for ways to standoutARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography1/2
  98. 98. • Try to get attention of the smaller newspapers firstStart Small• Create a list of authors that may be interested to write aboutyouCreate a press list• Reporters may notice new followers and may do a furtherresearch about youFollow reporters• Try to tie your pitch to recent events happening in the newsBe current• Think about creative ways of approaching the reporterLook for ways to standoutARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography1/2
  99. 99. • Try to get attention of the smaller newspapers firstStart Small• Create a list of authors that may be interested to write aboutyouCreate a press list• Reporters may notice new followers and may do a furtherresearch about youFollow reporters• Try to tie your pitch to recent events happening in the newsBe current• Think about creative ways of approaching the reporterLook for ways to standoutARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography1/2
  100. 100. • Try to get attention of the smaller newspapers firstStart Small• Create a list of authors that may be interested to write aboutyouCreate a press list• Reporters may notice new followers and may do a furtherresearch about youFollow reporters• Try to tie your pitch to recent events happening in the newsBe current• Think about creative ways of approaching the reporterLook for ways to standoutARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography1/2
  101. 101. • If you have given some information to the reporters, gently follow up withthem and ask if they need additional informationFollow up, but not toomuch• Follow bloggers and comment on their blogsDon’t forget bloggers• When possible, create videos about your business and uploadthem on YouTubeGet on YouTube• Respond to write ups about your business• If you see wrong information ask to correct itKeep your cool• Don’t be afraid to reference previous articles about you• Create a list with all media stories about you• Post them on your websiteShow off your clipsARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography2/2
  102. 102. • If you have given some information to the reporters, gently follow up withthem and ask if they need additional informationFollow up, but not toomuch• Follow bloggers and comment on their blogsDon’t forget bloggers• When possible, create videos about your business and uploadthem on YouTubeGet on YouTube• Respond to write ups about your business• If you see wrong information ask to correct itKeep your cool• Don’t be afraid to reference previous articles about you• Create a list with all media stories about you• Post them on your websiteShow off your clipsARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography2/2
  103. 103. • If you have given some information to the reporters, gently follow up withthem and ask if they need additional informationFollow up, but not toomuch• Follow bloggers and comment on their blogsDon’t forget bloggers• When possible, create videos about your business and uploadthem on YouTubeGet on YouTube• Respond to write ups about your business• If you see wrong information ask to correct itKeep your cool• Don’t be afraid to reference previous articles about you• Create a list with all media stories about you• Post them on your websiteShow off your clipsARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography2/2
  104. 104. • If you have given some information to the reporters, gently follow up withthem and ask if they need additional informationFollow up, but not toomuch• Follow bloggers and comment on their blogsDon’t forget bloggers• When possible, create videos about your business and uploadthem on YouTubeGet on YouTube• Respond to write ups about your business• If you see wrong information ask to correct itKeep your cool• Don’t be afraid to reference previous articles about you• Create a list with all media stories about you• Post them on your websiteShow off your clipsARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography2/2
  105. 105. • If you have given some information to the reporters, gently follow up withthem and ask if they need additional informationFollow up, but not toomuch• Follow bloggers and comment on their blogsDon’t forget bloggers• When possible, create videos about your business and uploadthem on YouTubeGet on YouTube• Respond to write ups about your business• If you see wrong information ask to correct itKeep your cool• Don’t be afraid to reference previous articles about you• Create a list with all media stories about you• Post them on your websiteShow off your clipsARTICLE 5:HOW TO MANAGE YOUR OWN PRIntroduction Case Studies Articles Lessons Learned Bibliography2/2
  106. 106. I would agree with the points mentioned in theabove article. It is correct about the fact that if abusiness is trying to get an article in the newspaper,it should probably approach smaller newspapersfirst.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  107. 107. I would agree with the points mentioned in theabove article. It is correct about the fact that if abusiness is trying to get an article in the newspaper,it should probably approach smaller newspapersfirst.I believe that smaller newspapers are morecommunity-oriented and may be willing to writeabout small businesses in their community in orderto support the community where they operate.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  108. 108. MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  109. 109. I would disagree, however, that creating a press list orfollowing reporters can help in getting exposure innewspapers. Many reporters have hundreds of peoplefollowing them, and there is a very small chance that theycheck every profile that starts following them online.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  110. 110. I would disagree, however, that creating a press list orfollowing reporters can help in getting exposure innewspapers. Many reporters have hundreds of peoplefollowing them, and there is a very small chance that theycheck every profile that starts following them online.I like the idea of trying to stand out because I believeuniqueness can bring attention to a business.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  111. 111. I would disagree, however, that creating a press list orfollowing reporters can help in getting exposure innewspapers. Many reporters have hundreds of peoplefollowing them, and there is a very small chance that theycheck every profile that starts following them online.I like the idea of trying to stand out because I believeuniqueness can bring attention to a business.Engaging bloggers and uploading videos on YouTube seemslike the best option for any business to use. The two tools arefree and could definitely bring positive PR to an organization.MY OPINIONIntroduction Case Studies Articles Lessons Learned Bibliography
  112. 112. LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  113. 113. After reading those five articles in addition to other literature on the subject, I have noticed that thereare some noticeable similarities and differences in the proposed strategies for dealing with bad PR.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  114. 114. Similarities:LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  115. 115. Similarities:• It is essential not to respond right away to something that iswritten about your organization. Stop, think, and evaluatewhether it is worth responding to it all.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  116. 116. Similarities:• It is essential not to respond right away to something that iswritten about your organization. Stop, think, and evaluatewhether it is worth responding to it all.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  117. 117. Similarities:• It is essential not to respond right away to something that iswritten about your organization. Stop, think, and evaluatewhether it is worth responding to it all.• If a response is required, make sure you do it withoutshowing aggression and provide facts and proofs for yourpoint of view.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  118. 118. Similarities:• It is essential not to respond right away to something that iswritten about your organization. Stop, think, and evaluatewhether it is worth responding to it all.• If a response is required, make sure you do it withoutshowing aggression and provide facts and proofs for yourpoint of view.• Contact the editor or author of the bad PR to correct anyinaccuracies.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  119. 119. Similarities:• It is essential not to respond right away to something that iswritten about your organization. Stop, think, and evaluatewhether it is worth responding to it all.• If a response is required, make sure you do it withoutshowing aggression and provide facts and proofs for yourpoint of view.• Contact the editor or author of the bad PR to correct anyinaccuracies.• Maintain a positive PR online by keeping a blog, writingarticles and sending press releases to newspapers.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  120. 120. Differences:LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  121. 121. Differences:• Each situation is unique and requires a special PR managementstrategy.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  122. 122. Differences:• Each situation is unique and requires a special PR managementstrategy.• Unique strategies were proposed for different circumstances. Somestrategies focused on how to manage and reply to negative commentsabout a business. Other articles described strategies for managing longterm PR by focusing on ongoing events that continuously contributeto negative PR. Another group of articles examined the managementof PR online through search engine optimization to help track negativefeedback through trending words.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  123. 123. Differences:• Each situation is unique and requires a special PR managementstrategy.• Unique strategies were proposed for different circumstances. Somestrategies focused on how to manage and reply to negative commentsabout a business. Other articles described strategies for managing longterm PR by focusing on ongoing events that continuously contributeto negative PR. Another group of articles examined the managementof PR online through search engine optimization to help track negativefeedback through trending words.In any case, the management of PR is a challenging task that should betaken seriously by any organization. This is especially true nowadays, whenonline communities are very influential in contributing to negative PR of anorganization in an exponential way. Therefore, managing PR at all times iscrucial.LESSONS LEARNEDIntroduction Case Studies Articles Lessons Learned Bibliography
  124. 124. @andyjankowski@crenshawComm@dhinchcliffe@jenna_Goudreau@joelleyden@robincarey@terievanswriterMAJORITY OF ARTICLES WERE OBTAINED BY FOLLOWING THETWEETER FEED OFIntroduction Case Studies Articles Lessons Learned Bibliography
  125. 125. @andyjankowski@crenshawComm@dhinchcliffe@jenna_Goudreau@joelleyden@robincarey@terievanswriterMAJORITY OF ARTICLES WERE OBTAINED BY FOLLOWING THETWEETER FEED OFIntroduction Case Studies Articles Lessons Learned Bibliography
  126. 126. Admin. (2013, May 3). How does online reputation management work?. Stumbleupon. Retrieved from:http://www.stumbleupon.com/su/1Z7BZB/www.virtualsocialmedia.com/how-does-online-reputation-management-work/Admin. (2013, May 13). Online Reputation Management Companies in Chennai India. Chennai Social Media. Retrieved from:http://www.stumbleupon.com/su/94UN3D/www.chennaisocialmedia.com/orm-chennai-online-reputation-management-companies-in-chennai-india/Amys Baking Company. (2013, May). Yelp. Retrieved from Yelp: http://www.yelp.com/biz/amys-baking-company-scottsdale?sort_by=date_descBattersby, M. (2013, February 01). Beyoncé belts out national anthem live before admitting lip synching on US inauguration day. Independent. Retrieved from:http://www.independent.co.uk/arts-entertainment/music/news/beyonce-belts-out-national-anthem-live-before-admitting-lip-synching-on-us-inauguration-day-8476782.htmlBeyoncé admits Inauguration Day lip sync, says shell "absolutely be singing live" at Super Bowl. (2013, January 31). CBC/AP. Retrieved from:http://www.cbsnews.com/8301-207_162-57566981/beyonce-admits-inauguration-day-lip-sync-says-shell-absolutely-be-singing-live-at-super-bowl/Broderick, R. (2013, May 14). This Is The Most Epic Brand Meltdown On Facebook Ever. BuzzFeed Food. Retrieved from http://www.buzzfeed.com/ryanhatesthis/this-is-the-most-epic-brand-meltdown-on-facebook-everBurgess, T. & J. Shelley (2013,January 26). Was Beyoncé wrong to lip-synch at President Obamas inauguration?. The Guardian. Retrieved from:http://www.guardian.co.uk/commentisfree/2013/jan/26/beyonce-lip-synch-obama-inauguration-debateChris. (2013, March 14). How to Combat Bad Press Using Online Reputation Management. iSpionage. Retrieved from: http://blog.ispionage.com/online-reputation-management.htmlCody, S. (2013, February 01). A Lesson in Crisis Communication From Beyoncé. Inc. Retrieved from: http://www.inc.com/steve-cody/lesson-in-crisis-communications-from-beyonce.html?nav=featuredCrenshaw, D.(2012, November 25). An 8-Step Guide to Managing Negative PR. Entrepreneur. Retrieved from: http://www.entrepreneur.com/article/225059Gregory, A. (May 22, 2009). Online Reputation Management: How to Handle Negative Publicity. Sitepoint. Retrieved from: http://www.sitepoint.com/handle-negative-publicity/ARTICLES USED IN THIS RESEARCHIntroduction Case Studies Articles Lessons Learned Bibliography
  127. 127. Handling bad publicity. (2012, August 28). The Marketing Donut. Retrieved from: http://www.marketingdonut.co.uk/marketing/pr/handling-bad-publicityHarris,P.( 2013,January 23).Marine band confirms Beyoncé lip-synched at Obama inauguration. The Guardian. Retrievedfrom:http://www.guardian.co.uk/music/2013/jan/22/beyonce-obama-inauguration-lip-synchJoyner, A.& J.J. McCorvey. (2010, May 1). How to Manage Your Own PR. Inc .Retrieved from: http://www.inc.com/magazine/20100501/how-to-manage-your-own-pr.htmlMeranus, R.(2013). Managing Bad Press. PR Newswire. Retrieved from: http://www.prnewswire.com/knowledge-center/small-business-pr/Managing-Bad-Press.htmlNg, D. (n.d). How to Handle Bad Press as an Online Community Manager. Dummies. Retrieved from: http://www.dummies.com/how-to/content/how-to-handle-bad-press-as-an-online-community-man.htmlReputation Management PR.(2013). Reputation Management. Retrieved from: http://www.reputationmanagementpr.com/Thelwell, A. (2013, April 6). Today’s PR is More Than Just a Press Release. Themarketstall. Retrieved from: http://marketstall.wordpress.com/2013/04/06/todays-pr-is-more-than-just-a-press-release/User: djgabrielpresents, (2013, May 15). Amys Baking Company Owners: "We Were Hacked!". YouTube. Retrieved from:http://www.youtube.com/watch?v=Rdi3LkGHVAwWelstead, S.(n.d.). 2012 in review - Top 20 PR campaigns and stunts of the year. Growing Business. Retrieved from: http://www.growingbusiness.co.uk/handling-bad-publicity.html(n.d.). Action List: How to deal with bad publicity. ICAEW. Retrieved from: http://www.icaew.com/en/library/subject-gateways/risk/reputation-management/small-business-update/action-list-how-to-deal-with-bad-publicity(n.d). Online Reputation Experts. Reputation Management. Retrieved from: http://www.reputationmanagementfor.com/blog/category/about-us/ARTICLES USED IN THIS RESEARCHIntroduction Case Studies Articles Lessons Learned Bibliography
  128. 128. THANK YOU!

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