July 22, 2018

Southwest Airlines’ Crisis Communications: Overall, a Good Job

When an engine broke apart killing a passenger April 17, Southwest faced the nightmare of all airlines.  Commenting for The Wall Street Journal's "Risk & Compliance Journal," Judy Phair observes that Southwest had years of customer good will in the bank, and that caring approach helped with public acceptance of its statements and explanations. … [Read more...]

New Edition: Legacies from Legends in PR

I'm honored and delighted to be included in the newly-released second edition of Legacies from Legends in Public Relations, celebrating the 50th Anniversary of the founding of the Public Relations Student Society of America (PRSSA).  In it, more than 40 senior public relations professionals share their insights and experiences as a guide for students entering the field.  A free download of the entire book is available on the website of the Plank Center for Leadership in Public Relations. Judy Phair … [Read more...]

Judy Phair Looks at PricewaterhouseCooper’s Handling of Ban in India

PricewaterhouseCoopers has been banned from auditing listed companies in India for two years because of its failure to detect a billion-dollar fraud at a company there.  In The Wall Street Journal's "Risk and Compliance Journal," Phair notes that in addressing the crisis, "PwC’s current actions neither fit nor advance its global or Indian reputation." … [Read more...]

In WSJ Crisis of the Week, Judy Phair Looks at NBC News Handling of Matt Lauer Firing

In a sexual harassment incident resulting in the firing of the Today show host, NBC News stepped off smartly in handling fallout from the story, but then seemed to lose its footing in subsequent statements and actions, Judy Phair says.  Her comments appear in the  Wall Street Journal's "Risk and Compliance Journal." … [Read more...]

Judy Phair Comments on Implications of Use of Snapchat in Admissions

In a recent Associated Press story, PhairAdvantage president Judy Phair commented on the growing use of Snapchat in admissions communications, as exemplified by the University of Wisconsin - Green Bay. "Potential students used to look at costly printed materials while researching schools," she notes, but "now students don't start looking at those type of materials until they have a university in their sights.  I'm seeing more and more admissions offices, people in universities, public relations as well, looking for ways to use Snapchat because it is so popular," … [Read more...]

Aircraft Execs’ Pay Raises Bomb After Firm’s Government. Support

After getting millions in Canadian government support, Montreal-based Bombardier's board lavished big pay raises on its leadership.  What followed was predictable.  In the Wall Street Journal's Risk & Compliance Journal, Judy Phair says it's time for Bombardier to "push the reset button and gain control of the conversation." … [Read more...]

In WSJ Crisis of the Week, Poor Communications Earns Juno an “Incomplete”

In tests of its leukemia-fighting drug, Juno Therapeutics, Inc., botched the handling of patient deaths -- and even how many, Judy Phair observes.  Incomplete information, dribbled out as the crisis unfolded, put the firm on the defense.  It's in The Wall Street Journal's Risk & Compliance Journal. … [Read more...]

Judy Phair Looks at Drug Manufacturer’s Handling of Drug Test Gone Awry

When one person died and four others were seriously harmed in a French drug test, Portugal-based drug maker Bial initially adopted the distancing tool known to all good writers:  the passive voice. In a new Wall Street Journal "Risk and Compliance" post, she comments on what Bial did, didn't, and should be doing. … [Read more...]

Brazilian Dam Collapses…and So Does Crisis Communications

The co-owners of a mine blamed for a tragic collapse in Brazil have been less than responsive, Judy Phair notes.  In a new Wall Street Journal "Risk and Compliance" post, she offers insights into this "corporate and communications nightmare." … [Read more...]

Judy Phair Comments on Australian 7-Eleven Crisis in Wall Street Journal Column

When Australia’s Fair Work Ombudsman filed charges against a 7-Eleven owner for underpayment of workers, the franchiser 7-Eleven Stores Pty Ltd. offered confusing and contradictory responses.   "“It’s time for 7-Eleven to change a communications tone varying between arrogance and cluelessness," says Phair in the WSJ's Risk and Compliance Journal. … [Read more...]