An interview with Russell Volckmann on Branding in Motion
Image by Extra Medium
Ashley: What’s the first thing an (online) brand should do if they have a #prfail (they really mess up online)?
Very relevant question and interesting in the way it was phrased. It implies a PR answer, but in fact more relevant for the brand attributes that need to drive the PR answer. In a sense, due diligence for any brand planning should be a disaster planning exercise also. Life happens, people mess up. However, by remaining faithful to the key attributes of your brand that early on should have been developed, those attributes should provide the answer to cleaning up messes.
The nuances of that PR response may be different for each company, but I think the basic tenets remain the same. Whatever nuances help shape the answer, the key is to be honest, authentic, and genuinely care enough to solve the challenge openly and by involving the stakeholders affected by the problem or challenge. Employees. Customers. Communities. The world. Because if you don’t do these things, and stay in alignment with your brand values, people will see right through the facade and begin shaping your brand in ways far worse than the mess-up itself. Sometimes irreparably so. As I mentioned at the beginning of our conversation, no brand can hide from the Internet, which has become a very dynamic and constantly moving forum for your brand.