Comments on: You’ll Never Hear About a Well-Managed Issue

By: The OXO/Quirky Debate: What OXO Did Really Well | Spin Sucks

The OXO/Quirky Debate: What OXO Did Really Well | Spin Sucks — Wed, 13 Feb 2013 12:37:28 +0000

[...] Perhaps that’s because no one talks about them or because, as Mike Mullet discussed a couple of weeks ago, you’ll never hear about a well-managed issue. [...]

By: When Brands Get Bullied

When Brands Get Bullied — Wed, 06 Feb 2013 06:00:39 +0000

[...] and mistreated by a big brand with social media fanning the flames – and the reality is that you’ll never hear about a well-managed issue. So what happens when the brand is the one getting [...]

By: Six Tips for Managing an Out-of-Control Social Media Crisis | Spin Sucks

Six Tips for Managing an Out-of-Control Social Media Crisis | Spin Sucks — Mon, 04 Feb 2013 12:00:47 +0000

[...] can’t prevent it, but you can manage it. If you missed Mike Mullet’s post here last week, he talks about how you never hear about a well-managed [...]

By: Articles from the blog-o-sphere « Virtual Office Informatix

Articles from the blog-o-sphere « Virtual Office Informatix — Sun, 03 Feb 2013 22:08:58 +0000

[...] You’ll never hear about a well managed issue (Mike Mullet) [...]

By: JoelFortner

JoelFortner — Fri, 01 Feb 2013 17:34:04 +0000

Excellent reminder Mike. As an Air Force public affairs person, we are regularly managing issues aggressively with a handful becoming crises. My advice to my peers and leaders is to always do the following to mitigate an issue from becoming a crisis. 1. Stop the “bloodshed,” or in other words stop the action at the heart of the issue. 2. Immediately get leadership out front to show they’re aware, stopping the bloodshed and working to investigate and fix the issue. 3. Show accountability as fast as you can. 4. Apologize quickly unless the circumstances are just too fuzzy. If that’s the case, apologize as soon as you can. Regardless of the issue, if you handle what I’ve outlined here deftly you will minimize an issue from becoming a crisis or at a minimum, lessen the crisis. Ignore these things and you’ll be destroyed.

By: Mike_Mullet

Mike_Mullet — Fri, 01 Feb 2013 16:46:20 +0000

Trace – I think you make a good point. Of course, no two situations are the same, so it is imperative to gather all the facts and work very hard to imagine all the potential outcomes from any one course of action. What makes issues management challenging is the need to act swiftly AND thoughtfully.

By: Trace_Cohen

Trace_Cohen — Fri, 01 Feb 2013 16:05:46 +0000

Great title – well managed “issues” will only become public as a case study later on when the facts come out and you can learn from it. I agree with points #2/3 but from personal experience with a client, never encourage anyone to act swiftly to respond to an incident. The example of Sandusky is more a political one initially as if they fired either coach it would have created a situation, which they decided not to do and hopefully sweep it under the rug. Big mistake in hindsight of course.

My advice is to get everyone together, gather ALL the facts, create scenarios and determine the best response if one is actually needed.