Mark Twain famously said, “I never quarrel with a man who buys ink by the barrel.” Now that the internet has ended the correlation between barrels of ink and reach of audience, companies are more inclined to “quarrel” with the media. In the old days, if a company took issue with a critical article, it …more
It’s been a rough week for United Airlines. When my mom — who is still getting the hang of this thing called the internet — asks if I’ll continue flying on United, you know the PR debacle has reached the masses. I have this theory that a PR crisis typically breaks down into five stages: …more
Checking email during the morning of February 21, I received a smattering of notes that asked me if I was OK. OK? I didn’t understand. Did they know something nefarious had yet to reach me? Then I came across a note that added the context of a flood in San Jose. Seeing the video footage …more
