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 Crisis Management Library  (Click title to read article)

The global hospitality business is no stranger to crisis management, read articles about how to manage a crisis, response to situations, PR & Crisis Communications and more.

Hotels and Ransomware — Something Special?
Theft of confidential data by hackers is a major threat to businesses worldwide and the hotel industry is no exception, hoteliers remain vulnerable to hackers seeking confidential information such as guests’ credit card data and emplo...
Five Steps to Improve Data Security and Prevent Risks.
Data security is an important aspect of any business, especially for those that provide services to clients
The Fake News Phenomenon.
Fake news: You've probably seen the term in three headlines today, but, what exactly is it and why are those two words suddenly on everyone's mind?  Fake news is exactly what it sounds like - falsified, inflated, or utterly untrue arti...
Into The Breach: How To Prevent Data Breaches And Respond To The Aftermath.
Employers have a legal obligation to safeguard and protect a variety of information hosted in the workplace, unfortunately, when it comes to workplace data breaches, the question is not if you will suffer one, but when
Social Media Crisis Management – Are You Ready?
I have three pieces of advice that are critical to any social media crisis management plan and will help you get through any crisis – social media or otherwise: Don’t Panic about a Social Media Crisis!  OK, here goes&hellip...
Why Everyone Who Touches Your Social Media Accounts Must be Crisis Trained.
Dealing with online reputation is a regular part of doing business today, so much so that many overlook how disconcertingly easy it is for even an employee who means well to bring you into harm’s way, when the need to respond to ...
Ten Questions To Power Up Your 'Leadership Presence.'
I was recently asked to coach a senior-level manager from a technology firm in Silicon Valley, I learned that this man’s work was of the highest caliber and that his advancement had (up to this point) been fast-tracked, but now his ca...
Managing Change in Information Security.
How to increase low adoption levels of improved security practices: In May 2006 an unencrypted national database on a laptop, with names, Social Security numbers, dates of births, and some disability ratings for 26+ million veterans, a...
The Hidden Scope of the Data Security Crisis.
Do the real numbers tell a dangerous story? According to a new report from Symantec, we’re only seeing the tip of the iceberg when it comes to the true extent of data breaches
Dangerous Trend: Over-Confidence and Crisis Management.
Knowing the risks and actually being ready for them are very different things, what’s more dangerous than not preparing for crisis management? How about believing you are ready when you’re not even close?  A ...
The Zika Virus: FAQs For Hospitality Employers.
The World Health Organization recently declared Zika a global public health emergency, only the fourth time the agency has declared the spread of a disease to be a health emergency of international concern
When Contractors Go Bad.
Uber's been the focus of negative media coverage quite a few times over the past several years, mostly as a result of its own missteps
Chipotle and the Cost of Crisis.
A hard look at what happens when the market loses faith in your brand:  There’s a lot out there discussing the importance of reputation and the harm crises can do to a brand or organization
Paris Terror Attacks Stoke Encryption Debate.
US state and federal law enforcement officials appear poised to tap into public concern over the terror attacks in France last week to garner support for proposals that would fundamentally weaken the security of encryption technol...
An Assortment of Examples Showing Crisis PR Done Right.
One of the best ways to learn about and prepare yourself to cope with the negative side of PR is to study real-life examples
The Climbing Cost of Data Breaches.
Coping with a now-common crisis is more pricey than ever: Whether you’re prepared or not, you will spend money and lose reputation when your data is exposed
Scorched! What Happens to a Brand When a Spokesperson Does the Unthinkable?
As my partner, Kathleen Petrich, mentioned in her recent post, Subway took quick action to distance itself from Jared Fogle upon learning of the investigation into his alleged involvement with child pornography
With Stolen Cards, Fraudsters Shop to Drop.
A time-honored method of extracting cash from stolen credit cards involves 'reshipping' scams, which manage the purchase, reshipment and resale of carded consumer goods from America to Eastern Europe — primarily Russia
Is Volkswagen Engineering a Crisis Management Plan?
Things are cranking over slowly, but the automaker is showing it’s ready to face the problem it created
Are Companies Going Too Far in Trying to Provide the Ultimate Customer Experience?
Would it creep you out if your flight attendant walked up to you and wished you a happy birthday out of the blue?  That’s precisely what a Gawker article claims is happening on United Airlines thanks to an app loaded on...
The Digital Age has become the Age of Karma.
The Internet has given virtually everyone the power to expose information that, in the past, would have remained hidden
Crisis Management Quickie: Crisis Prevention through Policy.
Clear policies can help stop crises before they ever start;  Having policies for easily predictable situations or scenarios is one simple way to prevent crises
Protecting Your Guest Information.
In todays digital world, it’s becoming very common to see reports of cyber criminals breaking into the servers of some of the worlds largest corporations to steal personal data
Crisis Management Lesson: You Are Always on Camera.
These days, it’s pretty safe to assume you’re always on camera: whether it’s a cell phone, spy cams that can appear to be just about anything, or, as in this case, a plain old security camera, someone’s watching
WiFi Security Concerns for Every Hotelier.
Recently the FCC has put their foot down on the fight over WiFi Blocking in hotels, they have ruled that commercial establishments cannot restrict consumers from using their  personal Wi-Fi hotspots
Better Safe than Sorry - Hotels in Major European Cities Need to be Vigilant and Ready.
Exclusive Feature: The most recent terror attacks in France and the heightened security measures in most if not all European countries
The Effect of Hospitality Boycotts and Protests - Do They Bring Change?
In the past several weeks we have seen some activity against some of the bastions of the Hospitality Industry – a high end hotel portfolio – the Dorchester Collection and fast food operators – primarily McDonald’s
Managing Risk: It's Personal.
Managing risk is not an esoteric exercise, it is not an exercise in which only the Health, Safety, Security or Risk Manager gets involved, it is not about the dollars and cents impact on the bottom line: Managing risk – or more accurately, ...
Preparing The Boss For Media Interviews.
Smart executives and business owners know that a good public-relations program can build a brand and burnish a reputation
Effective Corporate Communication.
This article aims to investigate how corporate communication in the hospitality industry should be utilized effectively; Section I focuses on how to ensure effective communication from your CEOs and corporate executives by reviewing case st...
Seeking Hotel Safety in a Conflict Zone.
Exclusive Feature: Sniffer dogs, 24-hour armed security, seven-meter high perimeter walls and bunkers are not usually things you expect to find in a hotel, but if you find yourself planning a trip to a part of the world where the security s...
How Unsafe Many Hotel Safes Actually Are.
Exclusive Feature: Some measures hotels should take in order to improve hotel guest's customer satisfactory; Do you believe your valuables are safe in a hotel? Do not be too sure! In the blog of an IT professional, we recently read the foll...
Ensuring Guest Safety in Hotels.
Best practice for handling utility outages - Recent severe weather events have resulted in serious hurricanes, tropical storms, heavy snowfalls, strong hurricane-force winds and widespread storm surges and flooding
Under Attack – When the Hotel Transforms into a Trouble Spot.
Exclusive Feature: Dramatic scenes must have happened Wednesday night at the InterContinental Cairo; how can such terrible occurrences in a Hotel be prevented?
Expanding Into Emerging and Frontier Markets? Be Sure to Understand the Risks.
Exclusive Feature: Does every global hotel chain needs to have an in-house intelligence unit? A few days ago, I read an interesting article on the Foreign Policy web site titled: 'Spooks Incorporated – Does every company need its own CIA'
Was your hotel prepared for Hurricane Sandy?
We all watched as Hurricane Sandy, dubbed Frankenstorm by the media, pounded away at the North Eastern US, causing massive floods and serious damage
FBI tips for Hotels. How To Spot Terrorists and What To Do.
Hotel Lawyer with 'Potential Indicators of Terrorist Activities Related to Hotels and Motels
Beware of Geeks Baring Goofs.
Too many organizations have failed to learn from the experience of Arthur Andersen, a company that, in its corporate arrogance, refused to acknowledge even the possibility that any of its employees had erred
Safety Analytics - The business of Prevention.
Every business depends on the health and safety of its workers to operate, while the 'social' imperative of employee safety and the sustainability of our workforce is well understood, there is also an economic one that businesses must consi...
Taliban Hotel Attack: Low Death Toll, High Psychological Value.
At about 10 pm on June 28, a group of heavily armed militants attacked the Intercontinental Hotel in Kabul, Afghanistan
The Stanley Cup Riots in Vancouver: a Case Study in Online Reputation Crisis Management.
I’ve been writing and speaking about online reputation management for almost two years now, but it’s never felt so real or close to home as last Wednesday night; from the balcony of my friend’s condo in downtown Vancouver I watched my homet...
Could It Happen Here?
As soon as journalists were done transmitting video, photographs and written reports of the horrific earthquake and  sunami overwhelming the coast of northern Japan, reports started surfacing of the troubles of the Fukushima Nuclear Plant i...
Mobile security: A non-sequitur?
Forrester Research, the technology and market research company has put out a report on hot mobile trends for the year
Gaining an Edge on Paying it Safe.
Earlier this year, a report from SpiderLabs came up with the startling fact that data within hotel computer systems were breached more  than in financial institutions in 2009 and that nearly all the attacks were targeted at the repository o...
China and its Double-edged Cyber-sword.
A recent batch of WikiLeaks cables led Der Spiegel and The New York Times to print front-page stories on China’s cyber-espionage capabilities Dec 4 and 5: while China's offensive capabilities on the Internet are widely recognized, the count...
The 10 Steps Of Crisis Communications.
Crisis: Any situation that is threatening or could threaten to harm people or property, seriously interrupt business, damage reputation or negatively impact share value
Aviation Security Threats and Realities.
Over the past few weeks, aviation security — specifically, enhanced passenger-screening procedures — has become a big issue in the media; the discussion of the topic has become even more fervent as we enter Thanksgiving weekend, which is hi...
Measuring the Business Interrupted by a Catestrophic Event.
Immediately after a catastrophic event such as the Gulf Oil Spill or the floods in Nashville, the thoughts of hotel owners and operators go in many directions
Securing Your On-line Booking Website.
Securing your on-line booking website is critical to the safety of your transactions and your customer data
What To Do Before and After an Interview.
In this issue, I want to give you a few new ideas of things you can do both before and after an interview to improve yourchances of getting decent, balanced coverage
The Four P'S of Good Crisis Management.
Every single day you work, something could go wrong; this is true no matter what type of organization with which you are associated - a manufacturing facility, a service provider, a health care organization, a financial institution, a not-f...
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 Most Recent Articles
Crisis Management – Are You Prepared?
Wednesday, 7th June 2017
Newspaper headlines, television airwaves, and social media links are filled with companies dealing with crises on a near-daily basis, just as Samsung learned in 2016 when its phones were catching on fire, and as United Airlines learned in April when news of the forcible removal of a passenger from one of its aircraft dominated the headlines, a crisis can happen in seconds and spread across the world in minutes

The Millennial Traveller: AirAsia’s Tony Fernandes on Leadership in Times of Crisis.
Tuesday, 9th May 2017
Naturally, the world is rife with examples of terrible leadership, Donald Trump sits on the tip of everyone’s tongue as the quintessential example

The Reputation Impact of Data Breach.
Tuesday, 4th April 2017
Data breaches happen alarmingly frequently these days for a lot of reasons and some companies are not willing to invest in the infrastructure that would make data breaches less likely to happen

How Employee Engagement and Strong Reputation are Linked.
Wednesday, 1st March 2017
Employee engagement and a strong reputation are linked in several ways; employees who are not engaged can damage a business’s reputation and an engaged employee is someone who is committed and dedicated to their company’s success, as well as their own work
 Most Read in this Section
The Millennial Traveller: AirAsia’s Tony Fernandes on Leadership in Times of Crisis
Tuesday, 9th May 2017
Naturally, the world is rife with examples of terrible leadership, Donald Trump sits on the tip of everyone’s tongue as the quintessential example

How Employee Engagement and Strong Reputation are Linked
Wednesday, 1st March 2017
Employee engagement and a strong reputation are linked in several ways; employees who are not engaged can damage a business’s reputation and an engaged employee is someone who is committed and dedicated to their company’s success, as well as their own work

The Reputation Impact of Data Breach
Tuesday, 4th April 2017
Data breaches happen alarmingly frequently these days for a lot of reasons and some companies are not willing to invest in the infrastructure that would make data breaches less likely to happen

Crisis Management – Are You Prepared?
Wednesday, 7th June 2017
Newspaper headlines, television airwaves, and social media links are filled with companies dealing with crises on a near-daily basis, just as Samsung learned in 2016 when its phones were catching on fire, and as United Airlines learned in April when news of the forcible removal of a passenger from one of its aircraft dominated the headlines, a crisis can happen in seconds and spread across the world in minutes


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