Mumbrella360 video recap: Sorry seems to be the hardest word

In this week’s Mumbrella360 M360video recap, Terri-Helen Gaynor, president of the Public Relations Institute of Australia and managing director of Reputation, discusses how to apologise properly when brands and individuals cause offence.

Gaynor talks about the importance of avoiding situations that lead to apologies, why she has spent her career making sure sorry doesn’t have to be said, the dangers of not having a social media policy, how social is no different to other communication channels, and how to apologise and why hesitation suggests lying.

cover issue 39This piece first appeared in EncoreDownload it now on iPad, iPhone and Android tablet devices.



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