Fines and Headlines: 5 Tips to Prepare for a Crisis Before It Happens


While retailers have certainly had their fair share of headlines related to information breaches, they are not the only target. In the health industry, more than 29 million patients’ records have been compromised since 2009. To understand what this means, take a look at this infographic created by the Health Information Trust Alliance (HITRUST) based [...]

Action Bias in Health Care Communications


People are irrational in predictable ways. That phrase caught my attention. Economics professor and author Douglas Hough recently made this claim in his book Irrationality in Health Care. Among his many examples of behavioral economics at work in health care is the concept of action bias. With respect to patients, action bias is the expectation [...]

How to Avoid Watering Down Your Brand

What Carnival Cruise Lines & Maker’s Mark Can Teach Us About Brand Decision Making By Kelly O’Keefe (@kellyokeefe) What a month it’s been for brand blunders. In recent days, the world’s largest cruise line, one known for its luxury accommodations, handed its travelers plastic bags and asked them to use them for their solid waste. That [...]

Crisis Communication Lessons from the Tragedy at Sandy Hook

By Catherine Gryp (@cgryp) Like the rest of the country, I watched the news of the Sandy Hook school shooting with shock, sadness and an incredible feeling of loss. I’ve shed many tears for the innocent lives lost. As I have been monitoring the media coverage of this tragedy, the communicator side of my brain [...]

A Charge to Communicators: Choose Your Words Carefully

By Emily Lacy (@emstheticket) In expressing ourselves to others, there might not be anything more important than words. We created them so we could literally voice our thoughts and feelings to one another. In a world of grammar police, 140-character text boxes and posts that only count if others take notice, it is very easy [...]

Turning a Communications Crisis into an Opportunity

By Catherine Gryp (@cgryp) As more than 67 million Americans watched the presidential debates last Wednesday night, former governor Mitt Romney ignited a social media firestorm when he expressed his views on federal funding of PBS: “I’m sorry, Jim, I’m going to stop the subsidy to PBS… I like PBS, I love Big Bird. Actually [...]

What Lance Didn’t Say

By Mike Mulvihill Late last week, Lance Armstrong ceded his multi-year fight with the United States Anti-Doping Agency (USADA). “There comes a point in every man’s life when he has to say: ‘Enough is enough.’ For me, that time is now,” Armstrong said. “I have been dealing with claims that I cheated and had an [...]

Merge, Acquire, Golf: What healthcare can learn from the greatest game ever played

With mergers, acquisitions and innovative partnerships are occurring on a weekly basis, there are a few things they can learn from golf, the greatest game ever played.

Managing a Crisis on the Web

By Jason Poulos (@TheSaganaki) Whether it’s a massive power outage, contaminated food issue or an ethics disagreement, a crisis can strike your client at any time. To properly manage communications around the issue, a page on their website, subdomain or microsite might be created to help inform people about what’s happening. But which avenue is [...]

U.VA.’s Transparency Faux Pas

By Mike Mulvihill For the past week, Thomas Jefferson’s hallowed University of Virginia, with its long-standing honor code, has been called to task in the media (including daily feature articles in the Washington Post , the Wall Street Journal and many other national media outlets), on the Internet, in social media and by its own faculty, [...]