A survey of 63 crisis communications professionals in 22 countries by the University of Georgia/PROI Worldwide Crisis Communications Monitor shows that 74 percent agree Samsung failed to manage early information and stay ahead of the crisis surrounding the Galaxy7 Note smartphone which had incidents of exploding and burning.

“When every time you board a plane, a flight attendant announces that your brand has been banned from flights by a federal regulatory body, you know that your company is in crisis,” said Bryan H. Reber, Ph.D., C. Richard Yarbrough Professor in Crisis Communication Leadership at the University of Georgia and coordinator of the survey.

Insights and lessons learned from the global respondents, of which 62 percent were CEO, president, VP or director:

• “Corporate culture impacts the ability to identify pending crises in a timely fashion.” (Italy)

• “Get all the bad news out at once… don’t have a slow trickle.” (Canada)

• “Use in-country spokespeople to convey concern and empathy and add a human touch.” (U.K.)

• “When in doubt, recall/withdraw the product and test, test, test until you find the solution.” (Australia)

• “Provide more information and deliver it quickly, even if it’s negative. Rip the bandage off and heal sooner.” (Missouri)

• “Samsung needed to be more sympathetic to those impacted by these incidents, and proactive in its response and communications.” (Michigan)

• “Express safety and customer satisfaction over regulatory protocols as the reason for action.” (New York)

• Don’t underestimate the problem. “Samsung underestimated the danger involved, especially as it relates to mobile devices on airplanes.” (Georgia)

• “Acting promptly and taking responsibility for an issue can help protect a reputation.” (U.K.)

• “Preparation is key to successful crisis communication.” (Germany)

The University of Georgia/PROI Worldwide Crisis Communication Monitor is a collaborative project of the University of Georgia Crisis Communication Coalition and PROI Worldwide, the world’s largest partnership of independent integrated communications agencies with more than 120 offices.

The Monitor examines global crisis communication incidents to provide insights to consumers and illustrate best and worst practices for crisis communicators.

To learn more about the Crisis Communication Coalition and the Crisis Communication Monitor go to: crisiscommunication.uga.edu