Crisis Communications

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Regular Zen readers will know that I’m a runner. When you first start running, you tell yourself that it’s the cheapest sport – all you need is a pair of sneakers, and you can head outside and do it. While this is (essentially) true, we runners love our gadgets and our products, and sharing our favorites of the same.

It won’t surprise you to learn that I’m in a couple of Facebook groups dedicated to running, including a pretty large one, and we often share products we love. A popular one among the group is the sunglasses brand, Goodr, who have been known as a fun, edgy brand with glasses that stay put on your face during long, sweaty runs, have a basset hound mascot, and catchy names for their sunnies. I own three pairs myself. 
Continue Reading Good( r ) Leadership Means Having to Say You’re Sorry

cropped-005-lma-ne-2015-conference-email-banner_emailDuring last week’s LMA NE conference, we were treated to quite a lot of high level, meaty content. Over the next few weeks, I’ll share recaps of the various sessions here, and I invite you to participate in the discussion!

First up, we have the crisis communications panel that kicked off the conference on the first evening: Crisis Communications: Out of Great Adversity Comes Great Opportunity! From the program description:

In times of despair, crisis communications must be faster than a speeding bullet, stronger than a locomotive, and able to leap all law firm obstructions. Our team of ‘superhero’ panelists are armed with specific pointers on how to best handle crisis communications matters within and outside of a firm. They’ll offer how-to methods and real-life anecdotes for creating a communications plan, as well as ways to use a crisis as an opportunity to strengthen your firm. Details will be provided on how to work through the knee-jerk ‘no comment’ response law firms and lawyers are known for. Panelists will share best practices for damage control and secrets to learning from past mistakes. Arm yourself and be ready to swing into action!”

Continue Reading What’s Your WOW Factor: Crisis Communications

Like many people, I shop regularly at Target. It’s one of my favorite stores. So when I first heard news of the data breach they’d experienced, my heart sank. I am a Target Red cardholder, and had used my card to shop there three times during the time period identified. 

And then I learned about the full scope of the attack – that it affected shoppers who used ANY credit card at Target during that time, and involved more than just information about their card numbers. I saw many people panic, and agreed that if I had used my debit or another card there, I would have been canceling it immediately. 

From the breaking of the news story right up through the letter I received as a cardholder this week, Target has done a number of things – some good and some questionable – that affect their reputation. While law firms have different concerns and vulnerabilities than a consumer store like Target, mistakes, oversights, and crises can and do occur and we can learn from Target’s handling of the data breach. Continue Reading What the Target Data Breach Aftermath Teaches Us About Crisis Communications