Aha, some hints as to why JetBlue did so well in crisis communication

Jonathan Bernstein’s outstanding email newsletter called the Crisis Manager is the “bible” more or less for many of us in crisis management. In this issue he interviews Sebastian White, head of corporate communications for JetBlue and the interview gives some important information useful for all crisis managers and communicators. To sign up for this newsletter go to www.bernsteincrisismanagement.com.

Incidentally, this same issue reprints the excellent white paper on media tracking during a crisis by Chip Griffin, CEO of CustomScoop–another reason to sign up for the newsletter.

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How to respond to a rat problem–use video. Taco Bell and KFC president speaks

A few months ago it was new–now it seems common. Starbucks used YouTube to respond to the accusations of Oxfam, David Neeleman from JetBlue posted an apology video on their website and now President Emil Brolick of Yum (Taco Bell and KFC) has put an apology video on his site relating the rat story that made its rounds on the Internet. (See my PIERblog post).

Note to crisis managers and communicators: your crisis plan had better now include provisions for quickly videotaping an apology from your CEO as well as the knowledge and capability of quickly putting this up on your website and on the proliferating video sites such as YouTube.