The past few weeks have been quite eventful for the communications teams at Cracker Barrel and United Airlines. In case you’ve missed it, Cracker Barrel faced a deluge of complaints following the firing of a server named Nanette Reid. Her husband posted about it on the Cracker Barrel corporate Facebook page, and Internet pranksters created the #BradsWife movement.
Then a video surfaced this week of a passenger on a United Airlines flight being physically “re-accommodated.” Mainstream news and social media sites have been filled with stories and hot takes on everything from the passenger’s past (in which many stories had incorrect information) to the standard airline practice of overbooking.
Both companies are still fighting these crises, and from many (or most?) perspectives, they are losing the battle when it comes to public opinion. These companies will likely recover over time. They will likely hire PR firms to win back customers and improve their public reputation. It’s what big companies do.
But what if this had been your church? What if your church was faced with a scandal or legal issue that called for crisis communications? Are you prepared? Some are, but many churches are not. And their responses to crises often fall into three categories.... Read More