From Delta to Hollywood: PR lessons in reputation management

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1. Delta’s crisis response is a masterclass in crisis communications

After Delta Flight 4819 flipped on the Toronto tarmac, Delta went into immediate damage control mode and offered $30,000 to each of the flight’s passengers.
Delta's decisive response offers a variety of lessons PR professionals can learn from, including the power of taking early control of the narrative, customer-centric decision-making, and minimizing legal exposure and negative public sentiment.
Establishing procedures for internal and external communication before, during, and after a crisis is pivotal. If Delta doesn’t follow up with steps like transparent safety updates and ongoing engagement with affected passengers, it may lose the ground it gained early.

The New York Times’ reporting on accusations of a smear campaign Justin Baldoni orchestrated against Blake Lively led to a $250 million lawsuit and possible reputational damage.
The Baldoni/Lively situation underscores the need for transparency and unified messaging, especially during disputes. Inconsistent or misleading information can quickly erode credibility and escalate a crisis.
Be prepared to address accusations swiftly and ethically, while carefully tracking public perception to mitigate reputational harm. Values-driven responses are essential for protecting reputations and maintaining trust.

Swift, empathetic action and communication are critical in crisis communication strategies to protect a brand’s reputation.
Upholding ethical standards in all communication, especially during disputes or crises, helps maintain credibility and avoid reputational damage.
Axia's experts can develop a strategic PR approach tailored to your organization’s needs. Just ask me how we can help.

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