Project Description

Minimizing Negative News Cycle


  • A global restaurant chain was accused of serving contaminated food
  • A customer posts photographs on social media


  • Immediately identified issue through a robust active listening and media monitoring program
  • Coordinated with store owner, corporate and outside legal to develop messaging
  • Quarterbacked the crisis response by ensuring communication only came from authorized spokespersons
  • Responded to inquiries and managed news media
  • Engaged on social channels where appropriate


  • Customer issue brought to resolution
  • Minimized news cycle