Business Communication Today, 15th Ed.
Chapter 11. Writing Negative Messages
"Just ask the organizers of the Boston Marathon or the mayor of Moore, Okla.
"Social media PR crises hit companies like tornados—out of nowhere and with deadly force," observes Peter Friedman (photo, left).
"Apology speeches are best when they actually include an apology," says Leslie Ungar, president of Electric Impulse Communications.
More and more companies rely on the social web to influence customers before the sale and support them after; these statistics explain why social help is becoming so pervasive.
"People are taking to your digital properties with pitchforks and lit torches.
"If you or your CEO has been called upon by a TV news reporter to comment on a mass layoff, product recall or other urgent news situation, you know the feeling that this old Wide World of Sports adage can evoke: 'The thrill of victory and the agony of defeat,'" writes Gwen Chynoweth (photo, left).
"In a decision that could reshape the rules for online consumer reviews, a Virginia court has ruled that the popular website Yelp must turn over the names of seven reviewers who anonymously criticized a prominent local carpet cleaning business.
Professor Timothy Coombs talks about the relations between social media and crisis communication.
I just finished reading an interesting book titled Annoying by science writers Joe Palca and Flora Lichtman (2011).
On any given day we're lied to from 10 to 200 times, and the clues to detect those lies can be subtle and counter-intuitive.
Your colleague Jim calls you “honey,” makes cracks about women drivers, and suggests that you be the one to shop for the retirement gift for Bob because “women like that sort of thing.
Simon Dumenco (photo, left) sees a market for a YouTube corporate apology channel to go along with the 100 new YouTube channels "born of just-announced partnerships with professional content producers.
No one likes to deliver bad news, but these techniques can make it easier for you and the recipient.