Crisis Communication Response Success

It’s no secret that I’m a crisis communication junkie. I was giddy with delight and heard the singing of angels just yesterday when a simple call from me for permission to use a quote from an old publication turned into a lengthy convo with PR Yoda Jim Lukaszewski, ABC, APR, Fellow PRSA…GOD! I’m always on the lookout for success stories in crisis communications so that I can learn from (read: steal from) their playbook.

Recently, news started fluttering on social media about an unfortunate incident at The Contemporary Jewish Museum, located in socially-sensitive San Francisco. The incident, which involved a private security officer from a firm contracted with by the museum, was in regard to two women, walking the museum hand-in-hand, being asked to leave.

This began an uproar among socially-conscious communities about equal rights. Obviously, the head-in-the-sand approach was not one to be taken by Connie Wolf, CEO of the Museum, as she took the incident head-on and turned an unfortunate situation into a crisis PR success.

CEO Wolf’s statement can be found on The Contemporary Jewish Museum’s Facebook page as a note. The only fail could be that the statement was not easily located on the museum’s website.

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One Response to Crisis Communication Response Success

  1. Tim Leong says:

    This article reaffirms my believe that when hit with a potentially negative story, it is better to get out if front of it as soon as possible. I also feel strongly that the public is OK that sometimes mistakes happen, but it is what the institution does following acknowledgement of the error that is critical. My triangle of messages that I keep in front of me on my desk is to apologize, provide solutions (so that this doesn’t happen again), and give the elevator speech (why we are so good, etc). If I can’t fill in these messages, I better not step up to the microphone…