When HR and PR Collide: What to Do When Employee Issues Go Public: How You Manage Your Employees Can Become Everyone’s Business—Fast
In the age of instant screenshots and viral outrage, HR and PR are more connected than ever. A poorly worded policy, a questionable decision, or even an internal memo can escape your business and explode online.
Recently, a pizza shop learned this the hard way. They sent an internal memo about shifting credit card processing fees to employees—a decision that was questionable under state law and worded poorly enough to make it sound worse than it was. Employees leaked the memo, and within days, the business was facing hundreds of online reviews, public backlash, and serious reputational damage.
So what happens if your business ends up in the spotlight for the wrong reasons?
How to protect yourself before it happens—and what to do if it does.
Step 1: Prevent the Damage Before It Starts
No one expects their internal policies to go viral, but it happens all the time. The best way to handle a PR nightmare is to not have one in the first place.
The Quick Test: Should You Review a Policy Before Announcing It?
Before rolling out a new policy, ask yourself:
✔ Does it seem like it might upset my employees?
✔ Would I be comfortable explaining this to my team face-to-face?
✔ If this policy leaked online, would it make my business look bad?
✔ Does this sound like I’m taking advantage of my employees?
✔ Is this policy actually necessary, or am I just making things more complicated?
✔ Am I solving a real business problem, or am I creating one?
✔ Would I be okay with this policy if I were the employee instead of the employer?
✔ Does this align with how I want my company culture to be perceived?
✔ If an employee pushes back, can I defend this policy in a way that makes sense?
✔ Have I checked state and federal laws to make sure this is actually legal?
✔ Does this policy unintentionally punish good employees instead of solving a problem?
If any of these give you pause, it’s time to rethink, reword, or reconsider the policy entirely.
Because if you’re questioning it now, your employees definitely will—and so might the internet.
Get HR Involved Before Announcing Controversial Policies
If you’re making a major policy change—especially one affecting pay, tips, or benefits—HR should review it first.
Is it legal in your state? (Don’t assume—laws vary.)
Does it sound worse than it is? (If employees will be upset, reconsider your approach—or at least how you explain it.)
Assume Anything You Put in Writing Can Go Public
That internal memo? Someone might leak it.
That email to employees? Could be screenshotted.
That policy change? Expect employees to talk about it—publicly.
Before you send any written communication, ask:
✔ Would this sound bad if read out of context?
✔ Is this worded in a way that will cause confusion or anger?
✔ Are we making employees feel valued—or disposable?
Step 2: What to Do If Your HR Issue Goes Public
If your employee policy, termination decision, or workplace issue ends up in the public eye, the worst thing you can do is panic and make it worse.
1. Don’t Ignore It—But Don’t React Emotionally
When a business is getting roasted online, the instinct is to either:
❌ Ignore it and hope it dies down (which rarely works).
❌ Fire off a defensive, angry response (which never works).
Instead, take a deep breath and assess the situation.
What’s actually being said? (Is it exaggerated? Is there any truth to it?)
Where is the backlash happening? (Social media? Google reviews? The news?)
Who needs to be involved in the response? (HR, legal, management?)
You need a strategy—fast—but not an emotional reaction.
2. Get Your Facts Straight—And Own Any Mistakes
If your business did make a misstep, own it quickly and professionally.
Example of a bad response:
“Our employees are just mad and spreading misinformation. We did nothing wrong.”
Example of a better response:
“We understand the concerns being raised and take them seriously. We are reviewing the situation and will address it appropriately.”
If you messed up legally or ethically, a brief apology and a correction plan can go a long way toward controlling the damage.
Example:
✔ “After reviewing employee concerns, we recognize that our policy was not in line with state guidelines. We are correcting this immediately.”
3. Address Employees First—Before the Internet Does
If a policy upset employees enough that they leaked it, the worst thing you can do is only focus on public perception while ignoring your team.
Talk to your employees first. Let them know you’re addressing the situation.
If something is being changed, clarify it ASAP. Employees should hear it from leadership, not social media.
If the policy is staying, explain why. Employees may not like it, but they deserve transparency.
If employees feel respected and informed, they’re less likely to keep fueling the fire online.
4. Monitor Online Reviews and Social Media Without Feeding the Fire
Public backlash often spills over into online reviews—Google, Yelp, Facebook, etc.
Do NOT fake positive reviews to bury the bad ones. That’s obvious and makes things worse.
If there are fake reviews from people who were never customers, report them.
If real customers are expressing concern, acknowledge it professionally.
A simple, neutral response to real customers might be:
✔ “We appreciate your feedback and understand the concerns. We are actively working to address this internally.”
This shows that you care about resolving the issue—without escalating things further.
5. Learn from It (So It Doesn’t Happen Again)
Every PR crisis is a learning opportunity.
What went wrong? (Bad policy? Poor wording? Lack of communication?)
How can future decisions be handled better?
What processes need to change to prevent another situation like this?
If your employee policies are making your business look bad in public, it might be time to rethink how you approach HR.
HR and PR Are More Connected Than Ever—So Plan Ahead
A single memo can turn into hundreds of bad reviews. A bad termination can end up on social media. How you manage your employees can become public faster than ever.
So before your HR policies become tomorrow’s controversy, make sure:
✔ You’re compliant with state and federal laws.
✔ Your policies are clear, fair, and well-communicated.
✔ Your internal messaging won’t backfire if made public.
✔ You have a plan in place if an issue goes viral.
Because HR and PR aren’t separate anymore—they’re two sides of the same coin. There is such a thing as bad PR. There is such a thing as bad HR. Let Peopleish help.
