Crisis Communication Insight with Dr Wiggley
When a customer complaint becomes a public controversy, an organization’s response can shape how audiences interpret what happened. Dr. Shelley Wigley, associate professor of communication at The University of Texas at Arlington, contributed her expertise on that challenge to a recent First for Women article.
The story examined a dispute between singer Kelly Clarkson and Art of Play, a Brooklyn specialty shop, and the public relations challenges that followed their competing accounts of a store visit.
Wigley’s analysis focused on the shop’s initial response. She explained that a message centered on defending the business could miss an opportunity to acknowledge the customer’s experience. She suggested that an apology and an invitation to return could have offered a more constructive approach.
Her contribution highlighted the importance of tone and empathy in crisis communication, particularly when organizations face intense public attention.
The article was also shared by Yahoo, extending the reach of Wigley’s expertise and bringing a UTA faculty perspective to a broader audience.