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On November 9, 2020, Helio Fred Garcia spoke with Will Bachman on his podcast Unleashed about how leaders and organizations can understand prepare for, and respond effectively to a crisis. Unleashed explores how to thrive as an independent professional.

During their conversation, Garcia discussed the meaning of the word crisis, several key principles of effective crisis response, and ways that Logos Consulting Group works with clients to prepare for and respond to crises.

Listen to the full interview here:

  • Social media and customer service: New research from the forthcoming “The Social Habit” report found that “42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time.”  (Also, a majority expect the same response time on nights and weekends.) These kinds of customer expectations have concrete implications for companies managing customer service issues through social media.
  • Geography and news consumption: A new Pew study looked at how geography impacts people’s news consumption habits, and a good post on Nieman Journalism Lab breaks down the findings. The study looked at the differences between urban, suburban, small town and rural residents, and looked at what types of topics people were interested in and what sources they turn to for news.
  • CEOs and Twitter: The Wall Street Journal had a much-discussed piece last week on CEOs fear of Twitter and a few notable executives who have embraced it so far. While some CEOs have taken the plunge, “Seven in 10 Fortune 500 CEOs have no presence on major social media networks such as Twitter, Facebook, LinkedIn, Pinterest and Google+, according to a recent report by CEO.com and analytics company Domo.”
  • Company culture and social media: An excellent post from Shel Holtz on the challenges of not only implementing social media but truly adopting it across large businesses. As he says, “All the technologies in the world won’t make an organization social, nor will strategic plans for implementing those technologies, if the culture won’t support it.”
  • Apple apology: Apple issued a rare apology last week for problems with its new Maps function, unveiled recently in the new iPhone and operating system.
Coca-Cola Cover of Time, May 15, 1950 (wwz.time.com)

Coca-Cola Cover of Time, May 15, 1950 (time.com)

I was in Atlanta last week for work (and a little fun), and happened to stay in a hotel across the street from the Georgia Aquarium and the World of Coca-Cola museum. With a little extra time one day, I managed to fit in visits to both.

I’m a reader at museums, so as I was picking my way through the historical information in the various exhibits at the World of Coca-Cola, I came across a cover of Time magazine from the 1950s. There was a note next to the cover, with a little fact stating that the Coca-Cola glass bottle was the “first commercial product” to appear on the cover of the magazineTime had wanted Robert Woodruff, the charismatic leader of the company for more than 60 years, to appear on the cover, but according to the note at the museum, he declined, saying the company and its product came first.

This fact of history caught my attention because of the way the tensions between corporate and personal brands are being played out online. While the issues are thorny, sometimes (often?) history can be illuminating.

(For more on the subject of personal branding, here are a few blog posts from others I’ve saved on delicious.)

Note: This has been cross-posted on my personal blog.