We’re only a month into the new year and 2011 is already turning into a crisis bonanza.
We’ve gotten to know Taco Bell’s president Greg Creed (at left in an appearance on Good Morning America) and the company’s beef recipe following a class action lawsuit. Toyota has had its recall of the month. The list of trust troubles at Johnson & Johnson has one former marketing staffer telling The New York Times that, “it looks like a plane spinning out of control.” And folks are calling for boycotts of Chick-Fil-A after one of its restaurants agreed to cater an event hosted by an anti-gay organization.
So it seems like a good time to take a step back and revisit some of the basics of crisis communications and reputation management.
We asked three experts on the topic to share their thoughts on some of the key steps to respond to a crisis and rebuild trust. Their responses are after the jump.