We’re living in an era of public outrage. Political polarization, social media, and economic uncertainty all contribute to it. Couple this with a loss of trust in societal institutions, and is it any wonder people are feeling unheard, unseen, angry, and insular? The Edelman Trust Barometer noted this as one of the most significant findings in their 2026 report.

As a result, people are lashing out at their neighbors, employers, political representatives, and businesses. How are communicators supposed to handle public outrage?

The days of pulling the crisis communications plan off the shelf and opening it to Page 1 are obsolete. Before you react, research. Where’s the outrage coming from? An increasing amount is coming from bots manipulated by bad actors. Do you really need to react to an algorithm the same way you would a human?

Handling outrage is inherently risky, but it’s also an opportunity. An opportunity to build trust. On July 9, Professors Gregg Feistman and Dr. Heather LaMarre will discuss how to differentiate between real and manufactured outrage, the differences between consumer outrage, audience outrage and stakeholder outrage. They’ll also present a proprietary model, The SMART Framework™, a strategic management tool to help decide whether or not to respond in order to build public trust.

Watch the promo video

About Gregg Feistman

Gregg Feistman, M.A. has 40+ years’ business experience, counseling executive management in all aspects of communications and is an author, speaker and Professor of Practice for Public Relations in the Klein College of Media and Communications at Temple University. Building on his professional industry experience, he has been teaching a variety of undergraduate courses. He is the co-author of Raising Social Capital: Corporate Advocacy and Impact in a Time of Social Change and has been widely quoted in consumer, business and PR trade media. He is also a contributing columnist to PR News and Strategic Magazine in Ireland.

About Heather L. LaMarre, PhD

Dr. Heather LaMarre is an internationally renowned, research-backed public voice on social capital, public affairs, and the forces reshaping how organizations, governments, and leaders maintain trust, authenticity, and reputational legitimacy in today’s environment. 

Drawing on 25+ peer-reviewed publications, a Fulbright Specialist designation, and speaking experience spanning the United Nations and IMF/World Bank side meetings to international women's leadership forums, she brings rigorous research and data-informed solutions to address the most pressing and urgent matters senior leaders face in leadership, politics, and communication.

Dr. LaMarre is a tenured professor at Temple University,  co-author of award winning book Raising Social Capital, and the co-creator of the Communications Corner™ Substack for leaders who want to make a difference.