Monthly Archives: April 2026

Not So Sweet Surprise: How Product Messaging Makes or Breaks Brand Trust 

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In the world of consumables, consumers experience a brand with all five senses. The look and feel of a product, what the package sounds like when opening it, how it smells and of course, how it tastes. In short, when a consumable product changes, people tend to notice. 

In the case of any product or brand, consumers and their appetites shift, markets transform and costs rise, making change inevitable. But it is not necessarily the change that can be a risk to brands, it is how they communicate that change to their stakeholders. Failing to thoughtfully and proactively message around a product in the face of change can leave even the most loyal consumers questioning their brand allegiance. 

The Reese’s Family Legacy 

The Hershey Company experienced this firsthand just a few months ago when one of their legacy brands, Reese’s Peanut Butter Cups, came under fire by the original creator’s grandson.  

In February, Brad Reese took to LinkedIn in an open letter to Todd Scott of The Hershey Company. In his letter, he alleged the “Reese’s identity is being rewritten,” going on to criticize the company’s decision to replace milk chocolate with more cost-effective compounds and ingredients. The letter gained national media attention, covered by The Associated Press, CBS News, NPR and more. Days later, The Hershey Company opened their doors to a local CBS news station claiming the recipe had not changed, and gave them a tour of the factory in an attempt at transparency. But the tour was not perceived as transparent at all. 

A few weeks later, The Hershey Company made a public announcement that they would return to using “classic milk and dark chocolate recipes” in all its products by 2027, suggesting they did in fact change the recipes. This promise fell flat on Brad Reese, who was quoted in the New York Times saying “if they were serious, they would do it right away.” 

Lessons in Product Messaging 

Though Brad Reese’s viral LinkedIn post and the subsequent national media attention the incident received is an extreme example, the risks that brands take when they are not proactive with communication, in particular in communicating a change, is clear. The very minute Brad Reese posted his letter to LinkedIn, The Hershey Company was forced to react rather than lead the narrative and use the change as an opportunity to build trust with their audiences. A decision that was likely rooted in the rising costs of chocolate was quickly escalated to a conversation on the future of the entire Reese’s brand. Consider the following relevant lessons in product messaging: 

  • Be Proactive: Business communications is about more than “sharing the fun” or the positive company announcements with the world. When it comes to product messaging, businesses must think strategically about how a change to a product may be received by its stakeholders. This is where involving a communications professional from the beginning of a process can be helpful. They can carefully and strategically consider various scenarios and possible outcomes. The Hershey Company, for example, likely did not predict that Brad Reese’s LinkedIn post would spiral into a crisis. Having ample time to consider all scenarios and adjust messaging before any changes are made public can help prevent misinterpretation, confusion and subsequent distrust. 
  • Be Transparent: Too often when companies are criticized, it comes down to a lack of corporate transparency. In The Hershey Company’s example, quietly changing the product over time then claiming the recipe had remained untouched diminished their credibility when they inevitably had to come clean. Transparently communicating product changes and providing context around its reasoning, especially in cases when changes are received unfavorably, can help reinforce brand loyalty.    
  • Be Prepared: The court of public opinion is unpredictable. When changes are made to a product, a proactive and transparent approach can help limit backlash, but it is always a good idea to be prepared for the worst scenario. Having responses and spokespeople ready to provide context and answer questions can help ensure any negative public sentiment is contained, the business can promote an accurate narrative and avoid rash decision-making. Failing to prepare for such scenarios leads to further inconsistencies in media coverage, misinterpretation by stakeholders, and eventual dissolution of trust. 

Brad Reese’s public dissatisfaction with The Hershey Company is a perfect example of how a single voice can turn the public’s perception upside down overnight. Communicators must be alert to change and consider how that change is not only shared with the public, but how the public may respond. By being proactive, transparent and prepared for all scenarios, businesses can avoid unnecessary crises, while maintaining loyalty and trust among their stakeholders. 

When Silence Speaks Loudest: Lessons from ABC’s “Bachelorette” Crisis

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In March, ABC made the unprecedented decision to pull an already-filmed season of “The Bachelorette” from the air just three days before it was set to premiere. The cancellation came after an unsettling video surfaced of the former lead, Taylor Frankie Paul, involved in a physically violent domestic dispute with her ex-partner, Dakota Mortensen. 

From a public relations perspective, this is more than just reality TV drama; It’s a case study on how not to handle a PR crisis. What unfolded after the cancellation was a series of communications missteps that serve as an important lesson for brands.

Choosing a Spokesperson for “The Wrong Reasons”

Originally chosen as The Bachelorette after her rise to fame on “The Secret Lives of Mormon Wives” (SLOMW) despite controversy she stirred up there, Paul was an unexpected choice from the start. The center of this crisis is a foundational mistake: ABC built an entire season, and promotional campaign, around a volatile figure with a known history of domestic abuse.

Despite publicly accessible records and a SLOMW episode depicting the domestic dispute and Paul’s arrest in 2023, the network vastly underestimated the risk of elevating Paul as the face of the long-beloved franchise. From a reputational standpoint, the lead of a show serves, in a way, as the brand’s spokesperson. Because Paul was involved in a major public scandal, blame shifted to ABC’s decision to choose her as their lead and as a result, public scrutiny shifted to the network. 

Will You Accept This Apology?

After the video of the domestic dispute went viral, a spokesperson for Disney Entertainment Television, the parent company of ABC, issued a statement announcing the season would not be aired. Although the statement came quickly after the video circulated, the public viewed it more as an act of damage control, rather than an authentic response.

ABC remained relatively quiet immediately after the cancellation was announced. When ABC did speak out, their response was short, leaving many with unanswered questions. 

“In light of the newly released video just surfaced today, we have made the decision to not move forward with the new season of ‘The Bachelorette’ at this time, and our focus is on supporting the family.”

This Changes Everything

The poor and inauthentic statements from the network and its parent company resulted in an ineffective and failed crisis response. 

Rather than taking ownership of the fact that they had prior knowledge of the incident, offering clarity on their casting process and providing transparency, ABC’s response was curt and ineffectual. What’s more? Promotional content for Paul’s Bachelorette season remains on ABC’s social media channels a month later. 

The network’s silence was met with increased speculation, rumors and criticism, damaging its reputation and creating narratives outside of its control. 

The PR Takeaways

The real cost of ABC’s poor crisis management is the lasting impact this could have on its reputation. The lack of a clear response statement has led to a decline in audience trust, which could ultimately cause the deterioration of the franchise, which has been successful for two decades. 

So, what can brands do to avoid these missteps?

  • Bring a knowledgeable and proven PR team in early in the process of a large campaign and ensure there is a strong communications plan in place, including a crisis strategy. 
  • Thoroughly vet spokespeople, including background checks and reviews of social media presence. 
  • Prioritize substance over speed in crisis responses. Your audience wants a thoughtful explanation, not a Band-Aid statement.
  • If you’re not in control of your brand’s reputation, someone else is. By acknowledging crisis situations with thoughtful, authentic statements, you minimize speculation and false narratives.

In a moment where a clear, values-driven response could have stabilized the brand, a brand known for a reality show where no one is afraid to speak up, ABC failed to provide that clarity. If your brand is facing a reputational threat, we can help. Reach out to us at https://www.kimballpr.com/contact.

Newsjacking: Using breaking news to a brand’s advantage 

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Some believe newsjacking is a dirty word. It is seen by some as akin to ambulance chasing. In reality, it is simply a part of the news cycle. In fact, while the term newsjacking carries a negative connotation for some, it actually helps journalists tell better, more accurate stories while also positioning sources as industry or trend experts. When executed properly, this tactic can present a client with an invaluable opportunity to showcase their expertise directly to their target audience on a newsworthy topic that is engaging readers, viewers or listeners at that moment.

Newsjacking allows companies to elevate their brand authority and credibility by positioning a leader within the company as a subject matter expert to share insights on a topic in the news that is relevant to the company’s key messaging or an SME’s area of expertise. An article published in the media can be invaluable when it comes to building credibility for a brand through third-party validation. 

Executing a Newsjacking Strategy

Let’s say the CEO of an insurance company for commercial trucking fleets is looking to generate press coverage for the brand. The PR team sees the federal government is requiring commercial fleets to implement technology-based monitoring systems in commercial trucks. If this CEO is well-versed on the issue, the PR team can reach out to media outlets covering this issue with two or three thoughts to consider to gauge interest in an interview or commentary. 

Next, the PR team will likely reach out to relevant publications offering the CEO’s insights/opinions on the impact of these requirements, the impact on risk reduction efforts and future insurance rates, as well steps fleet owners can take to ensure compliance. 

If the CEO is offered an opportunity to comment and the outlet uses the CEO’s insights, newsjacking likely earned a win for the company and broadcast insight and working knowledge of a meaningful trend trucking companies face. Consequently, the media audience for that story may see the insurance company as a potential resource to help them improve their businesses.

Newsjacking Done Right

Newsjacking requires a deft touch.  

Before making an attempt to newsjack, ensure you are working with a PR team that understands the fundamentals, including how to: 

  1. Set the foundation. Before a PR team can offer an executive’s commentary to a reporter or outlet, they’ll want to make sure they have a valid online presence including an online biography stating experience and credentials, a high-res headshot, a company website that is up-to-date and reflects the current brand identity and ideally previously published articles—even if simply on Linked In or the company website—on industry topics and trends. 
  2. Identify/qualify an opportunity. To newsjack successfully, understanding the universe of current and recent news coverage is essential. Pitch an angle that was already addressed, and you can be perceived as being out of touch. You also need to game out any sensitivities. If the issue involves life/safety or health issues, among others, the pros and cons of newsjacking need to be weighed to avoid unanticipated blow-back on more sensitive matters.
  3. Suppress promotion.  Newsjacking done right is an opportunity to help a reporter better understand a subject or provider deeper insights, rather than promoting the company’s products or services. Stick to the issues. The opportunity for the company will be a secondary benefit if the reporter includes your comments.
  4. Move quickly. Newsjacking is an in-the-moment opportunity requiring rapid action. PR teams should interpret relevant breaking news through the lens of what the company can say and immediately gather insights and commentary. PR pros who aren’t deeply plugged into the company’s executives, lines of business and appetite for media topics will fall short on newsjacking every time. The faster your PR team, and your company, can react and respond, the more likely a journalist will include your thinking in a story.
  5. Leverage the opportunity. Any media placement, whether sourced from a newsjacking opportunity or elsewhere, is most effective when leveraged across multiple channels. PR teams should know to promote media placements on social media channels, the company website, in marketing materials and more, letting their audience know their expertise has been validated by a third-party. 

Newsjacking is a powerful and effective tool to generate earned media coverage to increase your brand’s visibility and credibility. At Kimball Hughes PR, newsjacking consistently allows us to position our clients as subject matter experts in their varied B2B and B2C industries. If you have questions about how a newsjacking strategy can work for your brand, please drop us a comment.

An Exciting Update…

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The Kimball Hughes Public Relations team has a new addition. 

PR Manager Cassidy Taylor has long been an integral part of our team. From supporting the team as an intern to leading accounts, she’s done it all. We are thrilled to share that this past weekend, she and her husband welcomed a happy, healthy baby boy named Jackson into the world. 

We want to congratulate Cassidy as she starts this exciting new chapter of her life. While Cassidy is on maternity leave, she has prepared our team well to step in to support her clients while she takes these critical next few months to make this next, most important project a success. 

Congratulations again, Cassidy! The team is cheering you on and we are looking forward to little Jackson following in his Mom’s footsteps and joining us as an intern someday.