How to Maintain Trust & Recover From a Negative Incident

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In today's fast-paced digital world, a single negative incident can quickly escalate into a public relations crisis, eroding trust and damaging an agency’s reputation. How an agency responds in the aftermath is critical—not only for recovery but for demonstrating accountability and a commitment to lasting change.

This session provides a comprehensive, step-by-step framework for addressing a negative incident, managing public perception, and implementing meaningful improvements. Through a real-world case study, we’ll examine the key elements of crisis response, including:

• Understanding the Incident’s Impact – Breaking down the event, assessing community concerns, and recognizing the ripple effects.
• Responding to Social Media Backlash – Managing online discourse, acknowledging mistakes, and crafting an effective apology.
• Restoring Public Trust – Conducting internal reviews, prioritizing transparency, and engaging with affected parties.
• Developing a Long-Term Strategy – Implementing proactive communication, monitoring public sentiment, and fostering a culture of respect and accountability.

By the end of this session, attendees will walk away with actionable insights on how to turn a crisis into an opportunity for growth, strengthen relationships with their communities, and ensure their agency is better prepared for the future.