When Things Go Sideways: Managing a Communications Crisis

Revenue Rehab

This week our host Brandi Starr is joined by John David, a renowned expert in crisis communications and online reputation management.

John David is the go-to resource for companies navigating high-stakes public relations challenges. As the author of "How to Protect or Destroy Your Reputation Online" and with deep experience advising organizations of all sizes, he brings unparalleled insight to the art and science of crisis management in the digital age.

From handling community opposition to real estate projects to combating media pressure during legal controversies, John has seen it all. He's guided major corporations like Delta through turbulent times and helped countless small businesses weather reputational storms.

In this episode of Revenue Rehab, Brandi and John delve into the fundamentals of effective crisis communication. They discuss how CMOs and marketing leaders can prepare for the unexpected, balance transparency with reputation protection, and harness the power of strategic messaging to emerge from crises stronger than ever. Tune in for John's top tips on developing a robust crisis plan and preserving your hard-earned reputation when it matters most.

Bullet Points of Key Topics + Chapter Markers: Topic #1 Navigating Crisis Communication [08:15] "The first thing is to gather the facts, develop a messaging strategy, reach out to your employees, reach out to your customers, and then handle media inquiries," John David emphasizes. "You need to have a spokesperson, you need to have a communication team, and you need to have a media policy in place. Then it's a matter of triaging the situation and managing communication through various channels." Topic #2 Balancing Transparency and Reputation [14:42] Brandi Starr asks, "How do you balance being transparent and sharing information with protecting the company's image?" John David responds, "It's a challenge. You want to be as transparent as possible, but you also need to protect the company's reputation. It's a bit like the TV show 'Scandal' where they're always trying to control the narrative. You need to be strategic about what information you release and when." Topic #3 Crisis Preparedness for Small Businesses [19:57] "Small businesses are more vulnerable to reputational damage because negative incidents can quickly spread on social media," John David highlights. "It's important to be prepared for various crisis scenarios, including natural disasters, cyber outages, embezzlement, workplace violence, and succession issues." Brandi agrees, expanding the definition of crisis to include unexpected events or leadership changes that can impact a business's reputation. So, What’s the One Thing You Can Do Today? John David's 'One Thing' is to proactively prepare for potential crises by creating a media policy and establishing centralized communication within the company. "Create a media policy, because most companies don't have them. Figure out who's going to speak for the company in a crisis. Don't let it be your receptionist. Don't let it be someone who doesn't have the facts. Figure out what that chain of communication is and stick to it. Have one voice, one message. Buzzword Banishment:

John David's buzzwords to banish are "facilitate" and "empower". He wants to eliminate these overused terms because, as he puts it, "Every time I hear facilitate, I think of someone who can't make a decision." Regarding "empower," John David humorously remarks, "You're going to empower someone to screw up."

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