Today many companies plan for and manage crisis communications as a public relations action and the family assistance activities as purely psychological support, often not connecting the two. In our experience, both activities are closely related and tie into each other. To begin with, identify
There are 12 principle areas to manage when responding to a crisis. The eighth principle area focuses on “Community and Government Affairs.” When I talk about this, I tell people the story of working in Angola in 2005. I was there with a team to
My thoughts and prayers are with the families and the community affected by the loss of ACT Airlines flight TK6491. I’ve shared some thoughts on the family assistance ramifications of the accident and on the larger concept of consequence management in a short video below.
I’ve taken a few minutes to share my thoughts on the recent suspension of the search for Malaysia Airlines flight MH370. Just like the families, I am dismayed at this decision. Please watch this quick video and share your thoughts in the comments.
My recent post on the potential disparity of payments to families from recent incidents has generated several questions about how payments are made and could the Special Assistance Team (SAT) members be the ones to start the discussion. Questions about payments to crew families have
AirAsia families offered half the compensation given to MH370 relatives | via @Telegraph Higher initial payments aren’t the answer. The answer is consistent incident management, treating families equally, and treating them well from the start. The answer is the insurers, solicitors, brokers, and airlines
Another question I am often asked is, “Do you feel ICAO’s regulatory framework has kept pace with today’s consumer expectations and communications technology?” My answer to this is that good crisis management programs address all aspects of consequence management, communication being one of those. As
I am often asked, “Bob, there is a lot of discussion regarding the impact of social media in a crisis situation. Can you please throw some light on the impact vis-a-vis that of the traditional media?” Also, “Do you think that in the long term
Here is how we do it. During the IATA Crisis Communications in the Age of Social Media Conference in Istanbul, Kenyon hosted an interactive exercise in which the attendees were divided into eight groups. The eight groups represented the following: 1. First Airline – in
Two weeks ago I was in Istanbul, at the IATA Crisis Communications in the Social Media Age Conference. I, along with other Kenyon staff, were there to speak on a panel and conduct an interactive exercise. These are great conferences because they provide an opportunity