“When things go south, it’s the job of the CEO or leader to own it, apologize and connect with their audience (customers) to overcome it…You must login or register before you view this content.

“Two University of Louisville crisis management experts say that this week’s United Airlines public relations fiasco is something that every business can take a lesson (or three) from…You must login or register before you view this content.

Deborah Schoeberlein (photo, left) reports…You must login or register before you view this content.

When you heard that Malaysia Airlines texted loved ones of MH370’s passengers that the passengers had likely perished in the South Indian Ocean, what was your reaction?..You must login or register before you view this content.

“It seems like every Crisis 101 playbook now includes taking out full page ads in a cross section of national and metro dailies to publish an open letter from the CEO,” writes Lou Hoffman (photo, left)…You must login or register before you view this content.

“Crisis communications practitioners don’t have a choice: they must integrate social networks into their planning or risk having their response to any incident become totally irrelevant,” declares Patrice Cloutier (photo, left) in a guest blog at The Crisis Intelligence Blog…You must login or register before you view this content.

David E…You must login or register before you view this content.

“Just ask the organizers of the Boston Marathon or the mayor of Moore, Okla…You must login or register before you view this content.

“Apology speeches are best when they actually include an apology,” says Leslie Ungar, president of Electric Impulse Communications…You must login or register before you view this content.