Communication Breakdown

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Communication Breakdown is a postgame show for PR pros. In each episode, hosts Craig Carroll (fmr. USC Annenberg, UNC Chapel Hill) and Steve Dowling (fmr. OpenAI, Apple) discuss the strategies and tactics companies are using in high-visibility crises and PR initiatives, giving listeners unique insight into how key decisions are made. The podcast offers two unique perspectives on communications theory and practice, drawing on Craig’s teaching and research at top universities around the globe and Steve’s two decades of experience as a comms leader at some of the world’s most influential companies.  Whether you're a PR professional, marketing executive, or just curious about how companies make key communications decisions, you'll find these discussions insightful and valuable.

  1. قبل ٢١ ساعة

    Chief Exposure Officer

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll examine two very different versions of executive exposure: Palantir CEO Alex Karp’s 22-point manifesto and the renewed push to put CEOs directly in front of customers. They unpack how Palantir created a reputational problem by publishing a sweeping ideological statement loaded with contradictions, especially for a company dependent on government contracts across multiple countries. Then they turn to CEO-led customer engagement, from Burger King’s president giving out his phone number to older examples like Frank Perdue, Victor Kiam, and Lee Iacocca. The throughline is clear: visibility can build credibility when backed by reality, but it can also expose gaps between message, operations, values, and stakeholder expectations. TakeawaysCompanies can create reputational risk when they publish values statements without a clear audience, objective, or strategic purpose.Palantir’s manifesto gave critics a ready-made framework for testing contradictions between what the company says and what it does.Nationalist messaging can create international business exposure when a company depends on government contracts outside its home market. .Topics Mentioned Palantir, Alex Karp, CEO communication, corporate reputation, manifesto messaging, narrative governance, stakeholder scrutiny, government contracts, international reputation risk, pluralism, populism, CEO visibility, customer engagement, Burger King, executive advertising, authenticity, accountability, two-way communication, authority under exposure, crisis communication, brand trust, operational alignment Companies Mentioned Palantir, Twitter, Burger King, The New York Times, Axios, McDonald’s, Reddit, Sonos, Perdue, Laker Airways, Remington, Chrysler, DoorDash, Grubhub Episode Hashtags #Palantir #Twitter #BurgerKing #NewYorkTimes #Axios #McDonalds #Reddit #Sonos #Perdue #LakerAirways #Remington #Chrysler #DoorDash #Grubhub #CorporateCommunications #PublicRelations #CorporateReputation #CEOCommunication #CrisisCommunication #StakeholderTrust #BrandReputation #ExecutiveVisibility #CustomerEngagement #NarrativeGovernance #LeadershipCommunication #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  2. ١٦ أبريل

    Special Deliveries

    Steve Dowling and Craig Carroll examine two very different communication moments with the same core question underneath them: what happens when credibility gets tested in public. First, they analyze Pope Leo XIV’s unusually direct responses to President Trump, focusing on how language choice, timing, institutional authority, and message discipline gave the Vatican unusual force in a fast-moving media environment. Then they turn to DoorDash’s awkward White House tax-season photo op, where a staged moment involving a politically connected driver created credibility problems the company only made worse by trying to defend it. Across both segments, the episode offers a sharp lesson for communicators: credibility matters most when it can survive scrutiny, and weak setups rarely hold up under a second look. TakeawaysCredibility has little strategic value if leaders or institutions refuse to use it when the stakes are high.Pope Leo’s choice to speak in English at key moments showed how language, venue, and timing can amplify a message without abandoning discipline.Institutional authority still carries weight, but it now operates in an environment where every statement gets challenged and reframed in real time. Topics Mentioned institutional credibility, authority under exposure, Vatican communications, media strategy, rapid response, message discipline, moral authority, corporate reputation, White House photo ops, staged events, second-look scrutiny, alignment, defensive communications, narrative control, public affairs, trust, political optics, crisis communications Companies Mentioned DoorDash, McDonald’s, Fox News, NBC News, Daily Beast, Twitter Episode Hashtags #DoorDash #McDonalds #FoxNews #NBCNews #DailyBeast #Twitter #CorporateCommunications #PublicRelations #CorporateReputation #CrisisCommunications #MediaStrategy #NarrativeControl #MessageDiscipline #InstitutionalCredibility #ReputationManagement #WhiteHouse #PoliticalCommunications #StakeholderTrust #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  3. ٩ أبريل

    Context is King

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll examine two very different communications tests: Nestlé’s playful response to the theft of 400,000 KitKat bars, and Air Canada’s damaging leadership misstep after a fatal crash. They explore why KitKat’s response worked, pointing to low stakes, strong brand alignment, smart targeting, and disciplined execution. They then turn to Air Canada, where an English-only message from CEO Michael Rousseau in the wake of tragedy violated a clear cultural and legal expectation in Canada. Together, the two cases show how context shapes what is possible, but judgment and execution determine whether a moment becomes a reputational win or a preventable failure. Takeaways Nestlé succeeded because the KitKat theft was visible, low-stakes, and easy to frame in a way that fit the brand’s existing voice.Opportunistic communications only work when timing, tone, and audience expectations are aligned.Air Canada’s bilingual obligation was not a secondary consideration, it was a governing constraint.Topics Mentioned KitKat, cargo theft, Nestlé, Formula One sponsorship, brand voice, crisis communication, stakeholder judgment, supply chain vulnerability, Air Canada, bilingual communications, governance, leadership accountability, cultural expectations, reputational risk Companies Mentioned Air Canada, KitKat, Nestlé, Formula One, Fast Company, The Athletic, The New York Times, Allianz  Episode Hashtags #AirCanada #KitKat #Nestle #FormulaOne #FastCompany #TheAthletic #TheNewYorkTimes #Allianz #CorporateCommunications #PublicRelations #CorporateReputation #CrisisCommunication #LeadershipCommunication #Governance #BrandStrategy #StakeholderTrust #ReputationalRisk #BilingualCommunications #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  4. ٢ أبريل

    Spring Break Bonanza

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll revisit key moments from the first quarter, focusing on how companies responded to politically charged events and public pressure. They examine the contrast between vague, low-risk corporate statements and decisive, values-driven action, using examples like a group of Minnesota CEOs, Capgemini, and media framing from Axios. The discussion centers on corporate responses to ICE enforcement actions and what those responses reveal about alignment, risk tolerance, and credibility. For communications leaders, the episode highlights a recurring problem: companies default to safe language when clarity is required, and audiences notice the gap immediately. Takeaways Vague, consensus-driven statements signal risk aversion, not leadership.Speed and specificity in response can define credibility in high-pressure moments.Stakeholders judge companies on actions, not values language. Topics Mentioned ICE enforcement, corporate statements, stakeholder expectations, media framing, crisis communication, values signaling, leadership accountability, narrative control, political pressure Companies Mentioned Capgemini, Axios Episode Hashtags #Capgemini #Axios #CrisisCommunication #CorporateCommunications #PublicRelations #ReputationManagement #StakeholderTrust #Leadership #MediaNarratives #PoliticalRisk #BrandStrategy #NarrativeControl #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  5. ٢٦ مارس

    Friendly skies vs. strong headwinds

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll examine how United and Delta communicated through a punishing week for the airline industry, marked by soaring fuel costs, geopolitical instability, airport disruption, and rising public frustration. They break down why United CEO Scott Kirby’s memo worked on substance but raised questions on timing, and why Delta’s more political framing may have helped direct blame without fully relieving customer frustration. The second half of the episode introduces Craig’s emerging “developmental warrant” framework, a way for communications leaders to test whether a company has truly earned the right to make a claim. For CEOs, chief communications officers, and reputation leaders, this episode is a sharp lesson in executive messaging, credibility, operational readiness, and the risks of saying something before the business can prove it. TakeawaysUnited’s memo shows that transparent executive communication works best when the numbers are clear, the tradeoffs are explicit, and employees hear it before the market does.Timing changes how a message is interpreted. A strong memo released late on a Friday can weaken the confidence the message is trying to project.The “developmental warrant” idea gives communications teams a more disciplined way to challenge leadership claims before they create long-term reputation risk. Topics Mentioned airline industry, crisis communication, fuel costs, executive messaging, employee communications, earnings guidance, stakeholder perception, Congress, TSA delays, customer frustration, timing and tone, corporate reputation, structural credibility, developmental warrant, leadership communication, operational readiness, corporate governance Companies Mentioned United, Delta, Air Canada, CNBC, Emirates, GM, Amazon Episode Hashtags #United #Delta #AirCanada #CNBC #Emirates #GM #Amazon #CorporateCommunications #CorporateReputation #CrisisCommunication #ExecutiveCommunication #LeadershipCommunication #CEO #CorporateLeadership #ReputationManagement #StakeholderTrust #EmployeeCommunications #AirlineIndustry #BrandCredibility #CorporateGovernance #StrategicCommunications #PublicRelations #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  6. ٢٠ مارس

    Chalamet’s Choke, Daryl’s Splash

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll unpack how Timothée Chalamet’s Oscar campaign unraveled despite strong box office performance and critical acclaim. They examine how an aggressive, highly visible promotional strategy blurred the line between marketing and message, ultimately creating credibility issues with Academy voters. The discussion moves beyond surface-level PR missteps into deeper questions of governance, audience misalignment, and narrative contradiction. The episode also explores Daryl Hannah’s response to her portrayal in Love Story, offering a sharp contrast in communication strategy rooted in restraint and timing. Takeaways Campaigns fail when they stop serving the product and become the story themselves.Audience misalignment matters; consumers and decision-makers often expect different signals.Narrative contradiction erodes credibility faster than a single bad moment. Topics Mentioned Oscar campaigns, narrative contradiction, governance in communications, audience alignment, marketing vs messaging, credibility erosion, strategic restraint, reputation management, artistic license, stakeholder backlash Companies Mentioned A24, CNN, Rotten Tomatoes, New York Times, FX, Hulu, Spotify Episode Hashtags #TimotheeChalamet #Oscars #A24 #CNN #FX #Hulu #NewYorkTimes #CorporateCommunications #PublicRelations #ReputationManagement #CrisisCommunication #NarrativeStrategy #LeadershipCommunication #StakeholderTrust #MediaStrategy #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  7. ١٢ مارس

    McMisfire

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll analyze two very different communications moments playing out in public view. First, they examine a viral Instagram video featuring McDonald’s CEO Chris Kempczinski promoting the company’s new Big Arch sandwich. What began as a routine executive social media post quickly became an internet authenticity test, raising questions about relatability, performance, and how quickly online audiences can reshape a corporate narrative. In the second segment, the hosts turn to Target’s new CEO Michael Fiddelke and his early efforts to rebuild trust after the company’s controversial retreat from diversity initiatives and subsequent customer backlash. They explore how leadership candor, investor messaging, and operational fixes may help stabilize the brand, while questioning whether deeper values-based concerns among consumers have truly been addressed. Together, the two stories offer a sharp look at how corporate leaders navigate credibility, perception, and public trust in an environment where every message, planned or accidental, can quickly become a reputational test. Takeaways Social media has become an authenticity test for executives. Once the internet frames a moment that way, every detail of a leader’s behavior is scrutinized.Consistency matters in executive communication. Kempczinski’s long-running burger review videos helped soften criticism because the format was not a one-off stunt.Viral moments can benefit brands when companies respond with agility and humor rather than defensiveness. Competitors joining the conversation helped diffuse the criticism. Topics Mentioned Executive social media, authenticity in leadership communication, viral brand moments, investor messaging, corporate reputation recovery, consumer boycotts, DEI backlash, trust versus confidence in stakeholder communication Companies Mentioned McDonald’s, Burger King, Wendy’s, Target Episode Hashtags #McDonalds #BurgerKing #Wendys #Target #CorporateCommunications #PublicRelations #BrandReputation #LeadershipCommunication #ExecutiveMessaging #StakeholderTrust #CrisisCommunications #SocialMediaStrategy #CorporateLeadership #ReputationManagement #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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  8. ٥ مارس

    Iran, Earnings, and … TACOs?

    In this episode of Communication Breakdown, Steve Dowling and Craig Carroll break down two parallel realities corporate communicators now have to manage at once. First, they analyze how the White House communicated the opening days of a widening Middle East conflict, including a late-night recorded announcement, fragmented messaging, and a media environment that instantly swallows everything else. Then they return to the Trump administration’s legal pressure campaign against major law firms, and why “TACO” headlines can create false confidence for risk planning. Finally, Craig shares early findings from a major earnings-call analysis project across roughly 390 Fortune 500 transcripts, including who names Trump, who avoids naming anyone at all, and how executives strategically volunteer some topics while going silent on others. Takeaway Crisis communications credibility starts with format, a recorded midnight message signals improvisation, not command. Fragmented, one-on-one media access can create “distributed inconsistency,” where reporters unintentionally spread conflicting frames.Earnings calls show system-wide alignment posture, in Craig’s sample, only 21 of ~390 companies named Trump, and those that did tended to have something concrete to trade.Topics Mentioned Crisis communication, war messaging, attention economy, fragmented media, narrative control, flood the zone, wag the dog, legal risk strategy, regulatory rollouts, litigation strategy, corporate reputation, stakeholder trust, alignment posture, earnings call preparation, prepared remarks vs Q&A, topic avoidance, tariffs, recession framing, competitive pressure, executive visibility Companies Mentioned Bloomberg, CNN, Truth Social, Paul Weiss, Sussman Godfrey, Fortune 500, Coca-Cola, Intel, U.S. Steel  Episode Hashtags #CommunicationBreakdown #CorporateCommunications #PublicRelations #CrisisCommunication #ReputationManagement #CorporateReputation #StakeholderTrust #NarrativeControl #MediaStrategy #IssuesManagement #ExecutiveCommunications #LitigationRisk #RegulatoryRisk #EarningsCalls #EarningsCallTranscript #CFO #CEO #Tariffs #Recession #Bloomberg #CNN #TruthSocial #PaulWeiss #SussmanGodfrey #CocaCola #Intel #USSteel #ShawnPNeal #AdvoCast #OCRNetwork Communication Breakdown is a production of the Observatory on Corporate Reputation. Hosted by Craig Carroll and Steve Dowling. Produced by Shawn P Neal and the team at AdvoCast. For questions, feedback, or episode suggestions, reach out at podcast@ocrnetwork.com

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Communication Breakdown is a postgame show for PR pros. In each episode, hosts Craig Carroll (fmr. USC Annenberg, UNC Chapel Hill) and Steve Dowling (fmr. OpenAI, Apple) discuss the strategies and tactics companies are using in high-visibility crises and PR initiatives, giving listeners unique insight into how key decisions are made. The podcast offers two unique perspectives on communications theory and practice, drawing on Craig’s teaching and research at top universities around the globe and Steve’s two decades of experience as a comms leader at some of the world’s most influential companies.  Whether you're a PR professional, marketing executive, or just curious about how companies make key communications decisions, you'll find these discussions insightful and valuable.

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