In July, we saw how crisis communication demands clear, coordinated responses, contrasting Qantas’ effective cyber-attack management with Carnival Cruise Line’s missteps, how the evolving digital landscape highlights comms teams driving creative initiatives, leveraging AI’s growing influence and much more. These insights reinforce a clear message: successful communication today demands clarity, credibility and a deep understanding of how and where audiences engage.
Crisis Communication
Qantas confirms cyber-attack exposed records of up to 6 million customers – Josh Taylor, The Guardian
“As data breaches become more complex and frequent, Qantas’ recent response highlights the power of clear, coordinated communication in maintaining trust. Their timely acknowledgment, proactive updates and customer-focused messaging show how thoughtful public relations can help shape the narrative in moments of uncertainty. The takeaway for communicators is clear–crisis response isn’t just about containment; it’s about maintaining and/or rebuilding credibility. Preparing for these moments means having a plan that’s not only ready to activate quickly, but also rooted in strong, strategic storytelling.” – Natalie Szydlo
Carnival Cruise Breaks Its Silence on Major Changes – Kevin Harrish, Men’s Journal
“Setting aside the overused ‘breaks its silence,’ what stands out to me from this story is how Carnival Cruises is struggling to manage both its own communications and the customer/public response regarding its rules. In short, it’s never good when the media’s main pull quote is a criticism of the media–it makes the company look defensive. Moreover, are the rules new or not? If they’re merely increasing the enforcement of the existing rules, they would have been better off including some rationale or carefully curated examples to justify that change. Otherwise, they run the very real risk of alienating their core customer base and deterring others from considering a Carnival cruise based on perceptions of problematic behavior onboard.” – Nick Kalm
Surviving roommates in Idaho student murders speak at Kohberger sentencing – Erik Ortiz, NBC News
“Everything about this case is gut-wrenching, and there are so many factors that contribute to why it gripped the nation; not the least of which were the sentiments shared by the surviving roommates and friends of the victims. When I was watching the docuseries on this case, I was surprised to learn that the victims’ friends were first alerted of the tragedy through a campus-wide notification, despite being in close proximity and talking to officials throughout the morning. While there is no right way to share this kind of news, it reminds us of the importance of understanding who is most affected by any crisis, how are they being informed of pertinent information, and offering any kind of compassion where possible, even when dealing with the unthinkable.” – Catherine Wycklendt
Reputation Management
Behind a Maine Coffee Company’s Decision to Raise Prices – Sydney Ember, New York Times
“For all the commentary and consternation among large multinational companies deciding how to address the impacts of rapidly changing tariffs, I was impressed by how clearly this local store in Maine’s CEO articulated her decision – ‘It just felt better to be upfront about it.’ It goes beyond just a clear articulation of the decision. She also ensured that the frontline workers had ‘a script to use with customers’ and directly connected the messaging to the values and expectations of their customers. A good lesson for any organization, local or global: build a strong reputation so you can lean on it in times of need, prepare your people who will be the face of any communication to your customers, and be direct and transparent in communications.” – Andrew Moyer
Women are anonymously spilling tea about men in their cities on viral app – Angela Yang, NBC News
“The ‘Tea’ app, a new viral sensation with over four million users, allows women to anonymously share details and flag men they’ve dated in their cities, offering features like background checks for safety. While this is a powerful concept that empowers women, its anonymous commentary system creates risks like defamation, misinformation and fostering a “gossip mill” perception. The app also risks backlash from men, struggles with content moderation and a lack of transparency. If the app is true to its mission of safety and transparency, ‘Tea’ will need a strategy to effectively manage these ethical dilemmas, prioritize responsible content and demonstrate its commitment to its safety and impact mission.” – Grace DuFour
Digital & Social Media
Pinterest’s Comms-Led Coffee Collab – Eleanor Hawkins, Axios
“A fun example of how a communications team can drive more than just press, but have a leading role in shaping the news itself. Pinterest’s collab with Emma Chamberlain and her coffee brand didn’t come from brand marketing, it started in comms. They’d been quietly monitoring her love for the platform for years and turned it into a buzzy launch with 1,500+ press hits and a sold-out product. Would love to see more comms teams trusted with these kinds of creative projects!” – Makenna Eldridge
What news sources AI chat bots read – Eleanor Hawkins, Axios
“According to new Muck Rack research, AI chatbots favor external blogs or content and news stories as sources in query returns. For communicators, this underscores the rising value of credible third-party coverage in shaping brand visibility as AI-generated search adoption continues to increase.” – Kristin Monroe
Bylines to bots: How the AI revolution is changing newsrooms and who, or what, is pitching them – Chris Daniels, PRWeek
“As AI becomes more embedded in newsroom operations, the traditional lines between reporter and algorithm are blurring. Some media outlets now use bots to receive pitches and generate initial story drafts, while PR professionals are experimenting with AI to craft pitches more efficiently. But even as automation increases, this article underscores that human oversight, from journalists vetting AI content to communicators refining AI-generated messaging, remains essential for accuracy, credibility and tone. It’s a good reminder that while AI tools may evolve, relationships and editorial judgment still matter most.” – Jenny Cummings
Education becomes a new battlefield in the AI war between OpenAI and Google – Alistair Barr, Business Insider
“AI leaders are changing the landscape of communication in education—especially through K‑12 and higher ed. Things like “Study Mode” are supposed to prevent passive copying and pasting and promote actual learning through Socratic prompts, vs. providing direct answers. Maybe it is possible to position AI as a learning partner, not a cheating tool. A good reminder that technological advances are as productive or disruptive as we guide them to be.” – Kate O’Neil
Marketing
Hundreds of thousands of children have type 1 diabetes. Now, there’s a Barbie who has it, too – Brenda Goodman, CNN
“Barbie has long been criticized for its lack of diversity but in recent years, the brand has made tremendous strides towards inclusivity. Most recently, Barbie released its first doll with diabetes and a glucose monitor, empowering children of all walks of life to identify with Barbie. For a brand historically known for promoting unrealistic beauty standards, Barbie is redefining its identity and it’s wonderful to see” – Emily Schultz
As Consumers Lose Their Appetite, Food Brands Fight to Keep Wall St. Happy – Julie Creswell and Lauren Hirsch
“Many of today’s big food brands became household names decades ago, but today’s shoppers are kicking them out the front door. As consumers increasingly want healthier, more natural food options, they’re rewarding that relevance over familiarity and nostalgia. To reconnect with their primary audiences, food brand narratives should showcase how they’re evolving to meet consumer demand (backed by action!).” – Emma Smits