"When your business has a reputation for breaking guitars to stay on schedule, your customers don’t need a huge amount of additional evidence to believe you might well break a few passengers too if it’s going to protect your bottom line." The recriminations for United Airlines following the brutal treatment of one of its passengers on Flight 3411 on Sunday night must be becoming quite overwhelming for those employed to manage the brand’s reputation. Any time your organisation

What does a good media grab look like? Federal politicians might reasonably be criticised for many things, but their ability to pump out media grabs isn’t usually one of them. In an age where audiences have short attention spans and will habitually disengage from anything meatier than a vegan’s salad sandwich, it is only through sheer necessity that politicians have honed the art of the soundbite, sometimes to grating effect. We previously looked at an example of an ineffecti