How Carnival can clean up PR mess

STORY HIGHLIGHTS

• David Bartlett: For Carnival, impact of 'cruise from hell' potentially devastating.


• Passenger video, media puts Carnival increasingly on the defensive, he says


• He says it must show real concern, lay out plan, go a long way to make amends


• Don't try to justify or explain, he says, but get proactive now about fixing problem

Editor's note: David Bartlett is a senior vice president of Levick, a crisis and issues management and strategic communications firm based in Washington. He is the author of "Making Your Point" (St. Martin's Press), a guide to communication strategy and tactics.

(CNN) -- As three tugboats towed the disabled Carnival cruise ship Triumph back to port in Mobile, Alabama, things went from bad to worse.

The fire that caused the ship to lose power and drift aimlessly on rough Gulf of Mexico swells was just the beginning. Raw sewage seeped into corridors and cabin ways. Food had to be rationed. There were fears of looting. Not surprisingly, passengers were furious and emotional. Some were reported to be "acting like savages."

For Carnival and the rest of the cruise line industry, the implications are potentially devastating. The deadly capsizing in January 2012 of the Costa Concordia ship off the coast of Italy still lingers in the public's mind. About a month later, the Costa Allegra liner suffered a similar engine fire, lost power, and was set adrift in pirate-infested waters in the Indian Ocean. Carnival owns Costa Cruises, and now a third high-profile crisis for Carnival in just over a year threatens to cement the perception among vacationers that cruising might not be worth the risk.

Five things we've learned about cruises

David Bartlett

In the age of social and digital media, the problems faced by cruise lines are compounded. Using mobile phones, passengers aboard the Triumph have been providing concerned family members with constant updates. Those enraged family members have immediately passed the horror stories along to the eager media. The public is getting the full play-by-play in virtual real time, leaving Carnival playing catchup from an increasingly defensive posture.

But as bad as the potential damage to Carnival's image may be, the company, as well as the rest of the cruise line industry, has an opportunity to blunt the impact, if it acts quickly and wisely.

It seems counterintuitive, but while the gruesome stories of the "cruise from hell" are still fresh, the crisis offers an opportunity for the cruise line to make a compelling statement about the industry's commitment to its passengers. (Statements from Carnival.)

Crisis management experts know that customers and the general public are more likely to judge an organization by how it handles a problem than how it got into the problem in the first place. That means Carnival has to go much further than mere reimbursements and vouchers for onward travel.

The challenge to Carnival's reputation is three-fold.

First the company must articulate real concern for passengers and clearly communicate what it is doing to make things right for customers. This will require financial sacrifices, of course. But Carnival has little choice but to pay now and win some badly needed goodwill -- or pay later in the courtroom, in the court of public opinion, and, of course, at the cash register when bookings decline.

Second, the company must clearly communicate what it is doing to fix the problem and prevent anything like it from ever happening again. How did an engine fire, serious as that might be, so quickly develop into a disaster of this magnitude?

My celebration trip on the Carnival Triumph: From joy to misery

How could it have been allowed to happen? Why was the widely reported chaos and disorder allowed to develop? Why did Carnival not have emergency response plans in place? What is the industry doing to prepare for what would seem to be a manageable situation? The public will demand answers to these basic questions before it will begin to trust again. Uncertainty breathes life into a crisis. Accurate and timely information smothers it.

Third, Carnival must aggressively and clearly deliver these messages now, and for as long as it takes to restore the public's trust.

So far, the story has been about the unthinkable conditions the passengers have been forced to endure. Carnival must move aggressively to reshape that narrative to reflect all that it is doing to rectify the situation.

After a bad cruise, can you cruise into court?

Carnival has to resist the temptation to explain, minimize, or justify what happened and position itself instead as part of the solution to the problems that caused the disaster. That is what the public will focus on and remember, but only if Carnival is able to communicate it fast and effectively.

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The opinions in this commentary are solely those of David Bartlett.

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Mexico to slaughter 486,000 chickens over bird flu

CELAYA, Mexico: Mexico will slaughter 486,000 chickens after an outbreak of bird flu was detected in the central state of Guanajuato, officials said Friday.

Poultry producer Bachoco reported a possible case of H7N3 influenza in five breeder farms late Wednesday, which agriculture ministry officials confirmed on Friday.

Authorities launched preventive measures, testing nearby farms to check if the outbreak had spread elsewhere.

Last year, a bird flu outbreak in the western state of Jalisco forced farmers to slaughter 22 million hens, sparking an egg crisis in Mexico, the world's top consumer of eggs per capita.

- AFP/fa

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Sen. Rubio drowning in 'water-gate'

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Facebook says it was hacked last month

Social media company Facebook announced Friday that it was hacked last month, which has led to an ongoing investigation.

Below is a statement issued by Facebook:

Last month, Facebook Security discovered that our systems had been targeted in a sophisticated attack. This attack occurred when a handful of employees visited a mobile developer website that was compromised. The compromised website hosted an exploit which then allowed malware to be installed on these employee laptops. The laptops were fully-patched and running up-to-date anti-virus software. As soon as we discovered the presence of the malware, we remediated all infected machines, informed law enforcement, and began a significant investigation that continues to this day. We have no evidence that Facebook user data was compromised in this attack.

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This article originally appeared on CNET.

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Carnival Cruise Ship Hit With First Lawsuit

The first lawsuit against Carnival Cruise Lines has been filed and it is expected to be the beginning of a wave of lawsuits against the ship's owners.

Cassie Terry, 25, of Brazoria County, Texas, filed a lawsuit today in Miami federal court, calling the disabled Triumph cruise ship "a floating hell."

"Plaintiff was forced to endure unbearable and horrendous odors on the filthy and disabled vessel, and wade through human feces in order to reach food lines where the wait was counted in hours, only to receive rations of spoiled food," according to the lawsuit, obtained by ABCNews.com. "Plaintiff was forced to subsist for days in a floating toilet, a floating Petri dish, a floating hell."

Click Here for Photos of the Stranded Ship at Sea

The filing also said that during the "horrifying and excruciating tow back to the United States," the ship tilted several times "causing human waste to spill out of non-functioning toilets, flood across the vessel's floors and halls, and drip down the vessel's walls."

Terry's attorney Brent Allison told ABCNews.com that Terry knew she wanted to sue before she even got off the boat. When she was able to reach her husband, she told her husband and he contacted the attorneys.

Allison said Terry is thankful to be home with her husband, but is not feeling well and is going to a doctor.

Carnival's Triumph Passengers: 'We Were Homeless' Watch Video

Girl Disembarks Cruise Ship, Kisses the Ground Watch Video

Carnival Cruise Ship Passengers Line Up for Food Watch Video

"She's nauseated and actually has a fever," Allison said.

Terry is suing for breach of maritime contract, negligence, negligent misrepresentation and fraud as a result of the "unseaworthy, unsafe, unsanitary, and generally despicable conditions" on the crippled cruise ship.

"Plaintiff feared for her life and safety, under constant threat of contracting serious illness by the raw sewage filling the vessel, and suffering actual or some bodily injury," the lawsuit says.

Despite having their feet back on solid ground and making their way home, many passengers from the cruise ship are still fuming over their five days of squalor on the stricken ship and the cruise ship company is likely to be hit with a wave of lawsuits.

"I think people are going to file suits and rightly so," maritime trial attorney John Hickey told ABCNews.com. "I think, frankly, that the conduct of Carnival has been outrageous from the get-go."

Hickey, a Miami-based attorney, said his firm has already received "quite a few" inquiries from passengers who just got off the ship early this morning.

"What you have here is a) negligence on the part of Carnival and b) you have them, the passengers, being exposed to the risk of actual physical injury," Hickey said.

The attorney said that whether passengers can recover monetary compensation will depend on maritime law and the 15-pages of legal "gobbledygook," as Hickey described it, that passengers signed before boarding, but "nobody really agrees to."

One of the ticket conditions is that class action lawsuits are not allowed, but Hickey said there is a possibility that could be voided when all the conditions of the situation are taken into account.

One of the passengers already thinking about legal action is Tammy Hilley, a mother of two, who was on a girl's getaway with her two friends when a fire in the ship's engine room disabled the vessel's propulsion system and knocked out most of its power.

"I think that's a direction that our families will talk about, consider and see what's right for us," Hilley told "Good Morning America" when asked if she would be seeking legal action.

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How safe are nanoparticles in food?

STORY HIGHLIGHTS

• Andy Behar: Some foods contain tiny, engineered particles called nanomaterials


• Behar: Nanoparticles might pose health risks, since they have adversely affected mice


• He says not enough studies have adequately demonstrated the safety of nanoparticles


• Behar: With an emerging technology such as this, companies have to be careful

Editor's note: Andy Behar is the chief executive of As You Sow, a nonprofit organization that promotes corporate accountability.

(CNN) -- Some foods sold in supermarkets across America contain tiny, engineered particles called nanomaterials. Our organization decided to test doughnuts after learning that the titanium dioxide used as a coloring in the powdered sugar coating likely contained nano-sized particles.

The tests, conducted by an independent laboratory, found that both Dunkin' Donuts Powdered Cake Donuts and Hostess Donettes did indeed contain titanium dioxide nanoparticles. In response, a spokeswoman for Dunkin Donuts said the company was looking into the matter.

You must be wondering: What are nanomaterials? They are microscopic in size. "If a nanoparticle were the size of a football, a red blood cell would be the size of the field." Nanoparticles have been heralded as having the potential to revolutionize the food industry -- from enabling the production of creamy liquids that contain no fat, to enhancing flavors, improving supplement delivery, providing brighter colors, keeping food fresh longer, or indicating when it spoils.

Andy Behar

But there are a few problems.

One is that no one knows how many and which food products have them. Companies are not being forthcoming about whether they are using nanoparticles. To further complicate the issue, some companies may not even be aware that they are selling products containing them.

Many companies are reluctant or uninterested in discussing the issue, and concrete information has been difficult to obtain. The majority of food companies are not responsive in providing information about their specific uses, plans and policies toward nanoparticles. There is also no law in the United States that requires disclosure. In contrast, companies in the European Union are required to label foods containing nanoparticles.

The bigger issue with nanoparticles is that they might pose health risks, as they have been found to in tests on mice.

There are not nearly enough studies that can adequately demonstrate the safety of nanoparticles in food additives or packaging. Scientists are still investigating how the broad range of nanoparticles, with their myriad potential uses, would react in the body.

When ingested, nano-sized particles can pass into the blood and lymph, where they circulate through the body and reach in potentially sensitive sites such as bone marrow, lymph nodes, the spleen, the brain, the liver and the heart.

Our knowledge about how nanomaterial food additives react in the body and their health impact is still in its infancy. While efforts are under way to understand them better, much deeper scientific inquiry should occur before nanoparticles are sold in food and food-related products.

More companies and consumers need to be aware of the use of engineered nanomaterials in foods and the potential unknown risks of this technology. More food products like M&M's and Pop-Tarts should be tested as recent studies have identified them as likely to contain nanomaterials as well.

Fortunately, a few companies have become willing to take a public position on nanoparticles.

McDonald stated that it "does not currently support the use by suppliers of nano-engineered materials in the production of any of our food, packaging, and toys." Similarly, Kraft Foods said that it was not using nanotechnology.

Some of the largest food companies in the world, including YUM! Brands, PepsiCo, and Whole Foods, need to know more about nanomaterials and check with their supplies to see if they are using them.

Americans are becoming increasingly interested in what is in the food they're eating. No longer content with label information on daily allowances of vitamins and minerals, U.S. consumers are following the lead of their counterparts in many other countries by demanding more disclosure about where and how their food is grown and whether it is safe.

Even though communicating risks to consumers can be challenging, the public's perception of safety will be paramount in determining the acceptance of nanomaterials. This is especially true for an emerging food-products technology the safety of which even the FDA has acknowledged a lack of understanding.

Follow us on Twitter @CNNOpinion.

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The opinions expressed in this commentary are solely those of Andy Behar.

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Capriles says Venezuela lying about Chavez health

CARACAS: Venezuelan opposition leader Henrique Capriles on Thursday again accused the government of lying about the health of cancer-stricken President Hugo Chavez, who is convalescing in Cuba.

"Most probably, they have lied to us about the condition of the president of the republic during the past two months," Capriles told a press conference.

He said authorities in Caracas had already "lied" to the people by saying the national currency would not be devalued -- only to announce the devaluation of the bolivar by more than 30 per cent, which went into effect Wednesday.

"If a person can sign documents, then why can't that person speak to the nation? Therefore, they are lying -- the president is not really speaking or signing anything," Capriles said.

Chavez, 58, has not been seen or heard from since his last cancer operation on December 11 in Havana.

Vice President Nicolas Maduro said Wednesday that the firebrand leftist leader was undergoing "extremely tough and complex" treatment in the Cuban capital.

Declining to provide details about the course of treatment, Maduro insisted that Chavez was facing his medical travails with a "fighting spirit."

Capriles, who lost to Chavez in October's presidential election, however said the president could be in a condition that is "totally different" from what government ministers have described.

The governor of Miranda state refused to say whether he would again run for the presidency should a special election be called if Chavez -- who has been in power since 1999 -- is unable to carry on.

Chavez was too sick to attend his own inauguration on January 10, prompting the government to delay the swearing-in indefinitely under an interpretation of the constitution that was heavily criticized by the opposition.

Throughout his illness, first detected in June 2011, Chavez has refused to relinquish the powers of the presidency.

- AFP/jc

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Mom of boy held in bunker is worried

STORY HIGHLIGHTS

• Phil McGraw speaks with mother of former Alabama child hostage


• She tells him she worried about trying to put him back on a school bus


• Ethan told her the Army killed the 'bad man'


• The 6-year-old tells his mom that 'My bus driver is dead'

(CNN) -- Jennifer Kirkland says she caught her 6-year-old son Ethan just staring at a school bus the other day.

He was mesmerized, his eyes locked on the yellow vehicle. He didn't say a thing, and she didn't know what to say to him.

The last time he was on a bus, he was sitting just behind the driver -- as he always did -- waiting for his stop so he could go home.

But the "bad man" got on, and killed the driver, his buddy Mr. Poland.

Appearing on the "Dr. Phil" show, Kirkland told Phil McGraw she was worried how her little boy was going to react the next time she tried to put him on the bus to school.

After being kidnapped, the recovery ahead

Photos: Alabama bunker standoff

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Ethan has been having a hard time sleeping, she told the psychologist turned syndicated daytime talk show host.

He thrashes his arms, tosses and turns and sometimes he calls out.

It has only been almost 10 days since the FBI sent a rescue team into the bunker in Midland City, Alabama, where Ethan was held hostage for nearly a week by Jimmy Lee Dykes.

His mother hasn't asked Ethan what happened when he was there.

"I have not talked to Ethan about it," she said in an interview aired Wednesday. "I don't know how to. As a mother I want him to know that I'm there if he needs to talk. I don't know how to respond because I have never been through this."

Inside the bunker: From storm shelter to boy's prison

Ethan has seen two people shot to death. Dykes shot bus driver Charles Poland several times before he carried Ethan, who had fainted, off the bus and into an underground bunker Dykes had built on his property.

Then the FBI killed Dykes when negotiations broke down and authorities felt they had to rescue the boy before Dykes, who had a handgun, did something rash.

"The Army came in and shot the bad man," Kirkland said Ethan told her.

Kirkland said she had hoped Dykes wouldn't be harmed.

"From the very beginning, I had already forgiven Mr. Dykes even though he had my child," she said. "I could not be angry through this. My job was to be the mother."

She thinks Dykes had a soft spot for Ethan because he has disabilities. Dykes took care of her boy as best he could, she said.

He even fried chicken for the boy.

Still, as the crisis continued, she worried that Dykes might be spooked by something her child did -- or that he had enough supplies to stay down there for months. She worried her boy would think she had abandoned him.

She asked authorities to let her speak to Dykes.

"That's my baby. He's my world. He's my everything," she said. "Everything I do I do for him. And I was afraid I wasn't going to get him back."

When she did get him back, he was in the hospital, putting stickers on everyone in sight.

"Hey, bug, I sure have missed you," she recounted.

"I missed you, too," he answered.

FBI: Bombs found in Alabama kidnapper's bunker

Now she worries that even though he seems like the same playful little boy, there is an emotional storm ahead.

McGraw told her to talk to Ethan about his feelings, not what happened to him in the bunker.

"Let that decay in his young mind," he said.

McGraw asked Ethan a few questions, but as 6-year-olds are apt to do, he answered most with a "Yes" or a "No."

But when the doctor asked him how he got to school, Ethan said, "On my bus, but my ..."

Then he walked over to his mother and as if telling a secret, whispered in her ear, "But my bus driver is dead."

Kirkland told McGraw that it was Poland who helped Ethan conquer his fear of descending the steep school bus steps. Poland would cheer Ethan on and one day when the child hesitated and the mother went to help, the driver said, "Let him do it."

Since then, Ethan has had no problem.

But now his cheerleader won't be there, and Kirkland is anguished about her boy.

"Mr. Poland put him behind him so he could keep a good eye on him," she said.

Ethan hasn't been back to school yet. He's been busy opening birthday presents and playing with his favorite toys. On Wednesday, he made a new friend in Gov. Robert Bentley.

There's a picture from the event where little Ethan is sitting underneath the governor's desk. The child is beaming.

"Ethan is a loving, forgiving child," Kirkland said. "He is easy to go up to a perfect stranger and say, 'Can I have a hug?'"

That was the boy who went into that bunker. She is concerned it's not the child who came out.

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NRA CEO: Obama gun control effort a "charade"

National Rifle Association CEO Wayne LaPierre told the Wayne Convention and Sport Show of the National Wild Turkey Federation in Nashville today that President Obama's State of the Union address exposed the "charade" that the president's gun control efforts were tied to protecting children.

"It's not about keeping kids safe in schools...They only care about their decades-long, decades-old gun control agenda," said LaPierre.

"In an hour-long speech, nowhere were the words 'school safety' to be found," he said. "Just think about that. Less than two months after saying we had to look at our schools, the president made not one mention in his entire speech of the need to improve security for our schoolchildren."

While it is true that Mr. Obama did not utter the exact phrase "school safety," he did specifically reference protecting children within the context of gun violence.

"Of course, what I've said tonight matters little if we don't come together to protect our most precious resource: our children," he said. "It has been two months since Newtown. I know this is not the first time this country has debated how to reduce gun violence. But this time is different. Overwhelming majorities of Americans -- Americans who believe in the Second Amendment -- have come together around common-sense reform, like background checks that will make it harder for criminals to get their hands on a gun. Senators of both parties are working together on tough new laws to prevent anyone from buying guns for resale to criminals. Police chiefs are asking our help to get weapons of war and massive ammunition magazines off our streets, because these police chiefs, they're tired of seeing their guys and gals being outgunned."

The president went on to call on Congress to hold a vote on gun control measures in the name of victims of gun violence, including 15-year-old Chicago native Hadiya Pendleton who was shot to death soon after performing at inauguration-related ceremonies last month.

LaPierre's speech follows an op-ed in which he suggested that Americans need guns to protect themselves from "Hurricanes. Tornadoes. Riots. Terrorists. Gangs. Lone criminals." He claimed that "superstorm" Sandy exposed "the hellish world that the gun prohibitionists see as their utopia" and that "Latin American drug gangs have invaded every city of significant size in the United States."

"It's not paranoia to buy a gun," he wrote. "It's survival."

In his remarks in Nashville, LaPierre renewed his call to put armed guards in every public school in the country and said that his warnings that Mr. Obama would work to "destroy our Second Amendment rights" if reelected were coming true. He railed against the president's proposal for universal background checks - which polls show are supported by more than nine in 10 Americans, including 85 percent of NRA members - saying "there's nothing universal about it at all."

"Think about it - criminals won't be part of that database," he said. "It's common sense. They'll steal their guns or they'll get everything else they want on the black market."

"It's going to be our names, the names of good people, that will be put in this massive database," LaPierre added.

The NRA CEO said that Mr. Obama has "taken the art of public deception and manipulation to a whole new level" and told the audience that NRA membership is five million strong and growing by "tens of thousands."

"For our Second Amendment freedom, Mr. President, we will stand and fight throughout this country for our freedom," he said. "We promise you that. Every single one of us from one end of the country to the other."

LaPierre left the stage after his 20-minute speech to a standing ovation.

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Ship Overcomes Towing Issues, Inches Closer to Port

The agonizingly slow progress of the stricken Carnival Triumph cruise ship carrying 4,000 passengers and crew was further delayed today by problems with the tug boats towing it in, meaning exhausted passengers may not get off the ship until nearly dawn.

The ship is now expected in port between 9:30 p.m. and 12:30 a.m. CT, according to Carnival. It could take up to five more hours to get everybody off the huge ship.

"There are some limitations. We know that up front," Carnival Cruise Senior Vice President of Marketing Terry Thornton said at a news conference this afternoon. "The ship still does not have power. We only have one functioning elevator aboard."

Thornton said that anyone with special needs and children will be the first to get off the boat. He said the company's number one priority is to make the process as "quick, efficient and comfortable" for guests as possible.

"We're not anticipating any additional difficulties," he said.

Click here for photos of the stranded ship at sea.

The passengers were achingly close to port about noon today as the ship began to enter the channel and proceed to the cruise terminal. At 1 p.m., the lead tow boat had a tow gear break, so a spare tug boat that was on standby had to be sent in to replace it.

But once the second tug was in position and the lines were re-set, the towing resumed only briefly before the tow line snapped.

"We had to replace that tow line so the ship did not begin progressing back into the cruise terminal until 2 p.m.," Thornton said

Stranded Carnival Cruise Ship On Its Way to Port Watch Video

Carnival Cancels All Scheduled Voyages Aboard the Triumph Watch Video

Carnival Cruise Ship Making Its Way to Port Watch Video

Passengers desperate to get off the vessel waved at media helicopters that flew out to film the ship and passenger Rob Mowlam told ABCNews.com by phone today that most of the passengers on board were "really upbeat and positive."

Nevertheless, when he gets off Mowlam said, "I will probably flush the toilet 10 times just because I can."

Mowlam, 37, got married on board the Triumph Friday and said he and his wife, Stephanie Stevenson, 27, haven't yet thought of redoing the honeymoon other than to say, "It won't be a cruise."

Alabama State Port Authority Director Jimmy Lyons said that with powerless "dead ships" like the Triumph, it is usually safer to bring them in during daylight hours, but, "Once they make the initial effort to come into the channel, there's no turning back."

"There are issues regarding coming into the ship channel and docking at night because the ship has no power and there's safety issues there," Richard Tillman of the Mobile Bay Convention and Visitors Bureau told ABCNews.com.

When asked if the ship could be disembarked in the dark of night, Tillman said, "It is not advised. It would be very unusual."

Thornton denied the rumors that there was a fatality on the ship. He said that there was one illness early on, a dialysis patient, but that passenger was removed from the vessel and transferred to a medical facility.

The U.S. Coast Guard is assisting now and there are multiple generators on board. And customs officials will board the ship while it is being piloted to port to accelerate the embarkation, officials said.

After eight miserable days at sea, the ship's owners have increased the compensation for what some on board are calling the vacation from hell.

All 3,143 passengers aboard the 900 foot colossus, which stalled in the Gulf of Mexico after an engine room fire early Sunday, were already being given a full refund for the cruise, transportation expenses and vouchers for a another cruise. Carnival Cruise Lines is now boosting that offer to include another $500 per person. Gerry Cahill, president and CEO of Carnival Cruise Lines, announced the additional compensation Wednesday.

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