Your PR Architect

No, it's not Steve Jobs.  I'm referring to Steve Ells, Chipotle's CEO, whose company has been having the worst weeks ever. Maybe the worst quarter. Unexplained illnesses linked to Chipotle's fresh-food menu have resulted in more than 120 customers taking sick, and the temporary closing of 44 restaurants in Boston and the Pacific Northwest. By Aude (Own work), via Wikimedia Commons To his credit -- and at some professional risk -- Ells took to the morning TV news circuit last week, and took full responsibility for these problems. On the TODAY show, the first words out of his mouth? "I'm sorry." No royal "we're sorry." No PR aphorisms along the lines of,  "We regret..." He took responsibility. And explained in very plain English what the company's doing to sanitize the restaurants and make them safe. And, even when asked about the impact of the bad news and closings on Chipotle's stock price, Ells stayed on ...

For many organizations, diversity is a nice-to-do function. When resources get tight, however, efforts to grow a diverse workforce can lose top-of-mind status. But a quick look at many PR departments and agencies’ staff rosters – and the cheery photos accompanying them – leave the impression that few communications organizations pay much attention to diversity. One example: an agency in upstate New York features a slick video reel on its website with quick clips of its employees leading meetings and brainstorming. There’s not a person of color in that montage. By The Conmunity - Pop Culture Geek from Los Angeles,  CA, USA (Anime Expo 2011 - the crowd) [CC BY 2.0 (http://creativecommons.org/licenses/by/2.0)],  via Wikimedia Commons We all talk about engagement. When will we do more than talk about it among ourselves? You’ll hear abundant reasons to bring diversity to a PR or marketing communications workplace. The one I advocate is the need for diversity in innovation...

Through an intriguing cross-marketing agreement, Lands End recently sent copies of GQ to its most loyal customers, along with their catalogs. Some were unhappy with the semi-risqué photos of an under-dressed female model. (You can view the image here .) They complained loudly, and L.E.'s CEO apologized. Read about it here: http://www.nytimes.com/2014/08/14/business/media/risque-promotion-prompts-outcry-from-lands-end-customers.html?_r=0 From a crisis communications viewpoint, Lands End -- inventor of the Squall jacket -- did most things right, especially with CEO Edgar Huber's direct apology:  “There are simply no excuses; this was a mistake.” And removing customers' names from the GQ mailing list was a smart move, too. Cross-promotions involving trendy media are tricky. A case could be made that Conde Nast, GQ's publisher, severely misjudged the clothier's demographic; conservative, middle-of-the-road consumers who want durable fashions. Hint: sweater ...

Last week's crisis communications misfires were plentiful, but let's focus on a Geneva, NY college (two, actually) and a media onslaught. Hobart & William Smith Colleges and The New York Times went toe-to-toe over the Times' account of an alleged rape and its aftermath.   It's a tragic story, no matter who spins the tale. A freshman student is subjected to an alleged rape , and the resulting investigations by college and local law enforcement failed to bring about action to discipline the offender(s) or change policy. Hobart's response to the Times ' devastating article? At first, no comments to the media, a letter on their website, and a follow-up letter to the editor of the Times from the chair of the colleges' board of trustees. Later, a heartfelt letter from college President Mark Gearan. HWS President Mark Gearan, By Kevin Colton (Kevin Colton) [Public domain], via Wikimedia Commons I worked at the Colleges a few years ago, when a st...