With the recent public relations fiasco surrounding President Trump’s firing of former FBI Director James Comey, there has been considerable comment about the White House’s lack of a coherent communications strategy. Comey’s firing seemed to catch the administration’s communications staff off guard. Sarah Huckaee Sanders’ explanation that the firing was driven by a memo from Deputy Attorney General Rod Rosenstein critical of Comey’s handling of the Clinton email investigation was quickly undercut by the president’s public comments.
If only United Airlines CEO, Oscar Munoz, had been paying attention, he could have learned a few things from how PWC handled their debacle. After a video surfaced showing a bloodied passenger being dragged off one of their overbooked planes by security, a social media firestorm erupted, sparking extensive media coverage and public outcry. Munoz, who ironically was named PRWeek’s Communicator of the Year last month, quickly issued a tone-deaf, non-apology that blamed the customer.