In a world of 24 hour news it’s easy to see how the need for new content is paramount. But in light of the two…
Insignia Blog
May 13th 2013
McDonalds CEO gives textbook performance
After watching countless spokespeople over recent weeks dodge the issue of the food industry’s ever
April 19th 2013
How much is too much?
In a world of 24 hour news it’s easy to see how the need for new content is paramount. But in light of the two...
March 20th 2013
“Enjoy your lunch” - Pope Francis shows CEOs how it’s done: guest blog post from Peter Heath
It seems the Vatican has a media rock star on its hands. Pope Francis is,
February 26th 2013
Why crisis media training is about more than just the message
As the horsemeat saga rumbles on, it is becoming clearer and clearer which organisations invested
February 14th 2013
Supermarkets set the standard in horsemeat crisis communication
It’s easy to be critical of organisations’ attempts at crisis communication when you’re observing from
February 8th 2013
Crisis planning: shutting the stable door before the horse has bolted
I landed back in the UK this morning fresh from a two day crisis management
February 4th 2013
Effective communication is not an option, it’s a must
At Insignia, a considerable part of my work relies on Internet research – be it
December 17th 2012
Embedding your social media policy: the first step to preventing a social media crisis
TV meteorologist Rhonda Lee lost her job last week after she responded to a viewer’s
November 15th 2012
5 reasons why the BBC crisis is so damaging
No one disputes that the BBC is currently facing one of the biggest crises in
November 8th 2012
Perception is Everything
I recently got into a discussion with a family member who’s worked in hospitals for
October 31st 2012
How Ryanair’s Michael O’Leary turns every media interview into an opportunity
Ryanair polarises opinion. Its success shows that its low prices are attractive to many passengers,
September 27th 2012
Social media: an essential part of crisis communication training and planning
I was talking to a senior businessperson from a global organization last week about their
September 12th 2012
Risk assessments: the first step in reputation protection
Crises don’t seem to respect the summer holiday season and so businesses like G4S and
August 1st 2012
Beware your security guard becoming your company’s crisis media spokesperson
Any firm of a significant size and reputation can suffer serious damage as a result
July 24th 2012
Why planning for a crisis is the best way to prevent it
I've often stated with great conviction that the act of preparing for a crisis in itself
July 18th 2012
When becoming part of someone else’s crisis is the right business decision
When you’re affected by a major crisis, but not at the heart of it, you
July 4th 2012
Proof (almost) that swift and open crisis communication preserves business value
I’ve long been an admirer of the work of Oxford Metrica which focuses on the
June 23rd 2012
Three crisis communication insights from NatWest outage
NatWest currently finds itself engaged in a battle to protect its reputation as its crisis
June 12th 2012
Media training: a lesson from the front-line
I’m Monika Bogdanowicz, the newest member of the Insignia Communications team. I began my role
May 14th 2012
Yahoo shows the importance of people in crisis management planning
News that Yahoo's CEO, Scott Thompson (photo), has stepped down following accusations that his
May 8th 2012
Six principles for reputation management in a transparent world
My previous blog posting looked at the dramatically different context for reputation management in an
May 3rd 2012
Is social media and B2B marketing not the right match?
Xerox’s recent attempts to engage with Twitter (for example through Promoted Tweets) and Pinterest have
May 1st 2012
Reputation management in an era of total transparency
This year’s TrustBarometer from Edelman shows that trust in chief executives has plummeted: only four
April 26th 2012
Why client relationships without trust are doomed to failure
The April issue of CorpComms magazine includes fascinating research about the level of trust between
April 5th 2012
First Steps to Protect Your Corporate Reputation
If you’re a regular reader of this blog and already have robust crisis management plans
March 27th 2012
Lessons from Greg Smith’s letter of resignation from Goldman Sachs
When considering customer backlashes, boycotts of products and services or anger spread throughout the media
February 29th 2012
Claire's crisis communication response: designed for success?
Claire’s, the accessories and jewellery retailer, has found itself cast in the classic role of
February 24th 2012
C4 Dispatches results in two very different issues management strategies
When a TV documentary team goes undercover to expose malpractice in your sector, important decisions
February 20th 2012
Social media policy is first line of defence for online crisis management
A series of YouTube videos by an American Airlines employee have added to the issues
February 8th 2012
Crisis management 2012: are you prepared?
The first few weeks of 2012 have seen a succession of businesses in crisis management
February 1st 2012
Business communication - 6 confidence building tips
I was running a media training course with the board of a large organisation last
January 30th 2012
Subway's unprepared spokesperson gets eaten alive in media interview
An interview with national radio provides a wonderful opportunity to enhance the reputation of your
January 25th 2012
LA Fitness fights for reputation in court of public opinion
When LA Fitness threatened to enforce its contract with a heavily pregnant woman who had
January 16th 2012
Costa Cruise's blame game is dangerous crisis communication strategy
As I glanced through the statement issued by Costa Cruises in the wake of the
January 12th 2012
Effective crisis communication essential when health is on the line
Concerns and coverage about potentially faulty breast implants produced by French company Poly Implant Prothese
November 15th 2011
Perfect crisis communication essential to protect Loyd Grossman brand
Premier Foods is not the first food manufacturer to undertake a product recall following a
October 13th 2011
Why Blackberry's crisis communication response is so damaging
Blackberry looks set to once again prove the crisis communication adage that it's not really
September 16th 2011
Effective media relations in a crisis - five questions to ask beforehand
Recent experience demonstrates that major incidents unfold under the unswerving gaze of 24 hour news
September 16th 2011
Reputational overdraft hinders UBS in crisis communication efforts
With news that a "rogue trader" is responsible for a $2 billion loss, it is
September 9th 2011
Social media in crisis communication: lessons from UK riots
One of the main sub-stories of the August riots was the use of social media
August 25th 2011
Cautious crisis communication by Nurofen Plus is risky strategy
If you heard that your regular painkiller could have been replaced with antipsychotic drugs instead, you
August 24th 2011
How Seychelles' spokesman got his crisis communication so wrong
For a country whose econony relies on tourism, there's no bigger crisis communication challenge than
July 22nd 2011
News International phonegate: why crisis communication efforts failed
News International has applied many of the right crisis communication tactics to preserve its reputation. So
July 7th 2011
Can the News of the World be good?
Yesterday we considered the crisis communication lessons that businesses could learn from the News of
July 6th 2011
News of the World phone hacking: crisis management lessons for all businesses
As we observe News International's phone hacking crisis lurch from bad to truly horrendous, it's
June 21st 2011
Setting the communication agenda: how Primark seized control
When the BBC's Panorama programme apparently showed Primark's use of child labour in Bangalore, the
June 17th 2011
Crisis communication - why the dustpan and brush no longer works
I attended a conference earlier this week at which the head of corporate communications from
May 27th 2011
World class crisis communication essential if FIFA is to restore trust
News that FIFA President Sepp Blatter is under investigation regarding alleged corruption further plunges football's
May 24th 2011
How better change communication could have eased Kraft's post-Cadbury issues
Kraft took another battering from MPs this week as the Business, Innovation and Skills Committee said
May 19th 2011
HTC shows why words AND actions are essential for effective crisis communication
Earlier this year I blogged about how the principles of excellent customer service could be
April 27th 2011
Sony's approach to crisis communication fails to reassure PS3 owners
Sony is not the first company to suffer from hacking, nor is it the first
April 12th 2011
Sir John Vickers shows how media training provides skills you can't bottle
Faced by an array of cameras and journalists at a press conference called to reveal
April 8th 2011
PR will eat itself
Communication professionals like myself have long fought to establish PR as the equal of advertising.
March 25th 2011
Report into BAA's crisis preparedness is a must-read for reputation protection
The report into Heathrow's crisis management response to pre-Chrismas snow has just been published. It makes
March 18th 2011
Why media training lessons need to be drummed into Phil Collins
When Genesis drummer Phil Collins issued a statement confirming his retirement from music, I took
March 1st 2011
Crisis communication: count the cost or feel the value?
Last month the Halifax announced that it would be paying customers around £500 million in
February 23rd 2011
A dog's tale, or what great customer service tells us about crisis communication
We received a letter from Marks and Spencer yesterday. It turns out that pet insurance
February 21st 2011
Reputation under fire: grin and bear it or take the offensive?
A recent article in the Economist reported that the best response to inaccurate online rumours
February 16th 2011
Getting your crisis communication priorities right
When Tony Haywood said that he’d like his life back, a catastrophic crisis got much
February 11th 2011
Warming up staff for change: why Nokia's burning platform memo was essential
Transformational corporate change is notoriously hard to achieve. Comfort with the status quo, denial of
February 9th 2011
Prepare well to avoid the media skewer
Julian Vogel, director of Modus Publicity, must have banked on some free publicity of his
February 4th 2011
Paxman's rant reveals lack of communication planning
Jeremy Paxman's rant about the demise of the daily Newsnight email underlines the danger of
February 1st 2011
News from BP and Toyota reveals the long term cost of ineffective crisis management
BP and Toyota are living proof that a mis-handled crisis causes long term damage to a
January 31st 2011
Five reasons not to run a crisis simulation
Here are five of the most common reasons I hear for not running a crisis simulation:
1) Money -
January 26th 2011
Reputational risk - the human factor
News about Steve Jobs' health-enforced absence from Apple and its impact on the continued success
January 21st 2011
Own goal for the communication profession as Coulson goes
The resignation of Andy Coulson as David Cameron’s Director of Communications does little for the
December 14th 2010
Effective communication is essential when there’s bad news to tell
Christmas 2010 will be a tough time for anyone who lost their job in the
December 10th 2010
How word of mouth can protect your reputation in a crisis
Earlier today BBC presenter Clare Balding posted the following tweet:
Sat next to nice woman who'd been
December 6th 2010
Why a well-handled crisis can be good for your reputation
The idea that a reputation can be enhanced as a result of a crisis seems
December 2nd 2010
Issues management in store for Hamleys
As Christmas draws ever closer and Santa receives letters (and now emails) from expectant children,
November 19th 2010
Five questions corporates should ask before engaging with social media
A recent survey in PR Week revealed that only 7% of business leaders believe that
November 8th 2010
A masterclass in crisis communication from Qantas
Qantas chief executive Alan Joyce has delivered a masterclass in crisis communication in response to the
October 22nd 2010
A month of crisis and issues management comes to an end
It's the final day of our 28 day review of organisations in crisis management mode,
October 21st 2010
George Osborne, the Chilean miners and expectation management in a crisis
George Osborne attempted one of the enduring principles of crisis management in announcing public sector
October 20th 2010
Issues management lessons from Sir Alex Ferguson
Employee relations have featured prominently in our 28 day review of organisations in crisis and
October 19th 2010
Beware internally generated crisis
Our 28 day review of crises and issues has shown that whilst some crises are
October 17th 2010
5 steps to online reputation management
As we enter the final five days of our 28 day look at organisations in
October 17th 2010
Businesses in crisis management mode to avoid Sunday roasting
Sport, travel and oil - very different businesses, but linked today by the fact that
October 16th 2010
Calibrate crisis communication response to avoid under - or over - reaction
This 28 day review of organisations in crisis management mode has laid bare the sheer
October 15th 2010
Fraught Friday as three more enter the media spotlight
As we enter the final week of our 28 day review of organisations in crisis
October 15th 2010
Chile and BP: altogether different crisis management challenges
As we start to look back on the rescue of the Chilean miners, comparisons are being drawn
October 14th 2010
Crisis media training essential for reputation protection
Today's post about organisations in crisis or issues management mode will be shorter than usual,
October 13th 2010
Filling the communication vacuum
It's day twenty of our 28 day examination of organisations in crisis and issues management
October 12th 2010
Planning pays dividends - however big your crisis management challenge
When I embarked on this 28 day study of live crisis management, I wanted to explore the
October 11th 2010
Communicate tough decisions effectively - or risk reputational damage
Some crises begin with a catastrophic event: a natural disaster, an accident, a fire. Many
October 10th 2010
Two diverse businesses facing different challenges: both fight to protect reputation
It's day 17 of our 28 day examination of organisations engaged in crisis and issues
October 9th 2010
Rescue of Chilean miners reminds us that crisis is a 24/7 operation
As rescuers reach the Chilean miners who have been trapped underground for two months, it's
October 8th 2010
Crisis communication: ignore conventional media at your peril
The role of social media in crisis and issues management is a very hot topic,
October 7th 2010
Toyota and BP highlight the importance of effective crisis spokespeople
BP and Toyota suffered 2010’s most damaging crises, and it’s tempting to think that these
October 7th 2010
Speedy crisis management essential to preserve reputation
Today marks the half way point in our 28 day analysis of organisations in crisis
October 6th 2010
Corporate culture and communication: the keys to crisis prevention
It's easy to blame crises on the actions of one person, the front-line employee who
October 5th 2010
Poor customer service invites a crisis
As we near the half way mark of our 28 day review of corporate crises,
October 4th 2010
Could you manage an international crisis?
The latest posting in our 28 day look at the crises affecting businesses this month
October 3rd 2010
Sunday papers bring bad news for some
With Sunday supposedly being a day of rest, it’s ironic that it’s the time when
October 2nd 2010
Why do crises always happen at the weekend?
Everyone seems to be struggling with work-life balance these days and many of us are
October 1st 2010
Humans cause crises more often than "acts of God": plan accordingly
As we enter the second week of our 28 day snapshot of organisations in
September 30th 2010
Yesterday an issue, today a crisis
When does an issue become a crisis? Sometimes it's hard to distinguish between the two,
September 29th 2010
Embarrassment for Volvo at "death" of crash test dummy
I'm less than a week into my month long snapshot of the diverse crises and
September 29th 2010
In a crisis, the Scouts are right: Be Prepared!
PR people looked on as two of the world's most admired companies - BP and Toyota
September 28th 2010
Banks, oil companies, an airline, dead mice and a PR agency in crisis management spotlight
It's day five of our 28 day investigation into the crisis management challenges facing businesses around
September 27th 2010
Another week, another crisis...
We all get that Monday morning feeling, but it's much more intense when you're beginning
September 26th 2010
No day of rest when you're managing a crisis
Sunday's the day for reading the papers, washing the car, taking the dog for a
September 25th 2010
Five more face the crisis communication test
It's day two of our 28 day snapshot of the crises affecting businesses and organisations
September 24th 2010
It can happen to you: it's happening to them
2010 has seen more high profile crises than any other year I can remember, and
September 22nd 2010
How communicators can prevent corporate denial in a crisis
On March 31 2010, BP was the UK’s biggest company. Six months later, it has
September 8th 2010
Say something!
As a cricket lover and someone who advised the International Cricket Council when it grappled
September 3rd 2010
Too much information?
William Hague’s statement about his special advisor, Christopher Myers, his marriage and his sexuality was
August 11th 2010
CEOs as leaders in a crisis: essential qualities for success
[caption id="attachment_672" align="aligncenter" width="360" caption="Tony Hayward - a lack of empathy"][/caption]
In recent postings, we’ve taken
August 4th 2010
Crisis handling: the role of the CEO
[caption id="attachment_667" align="aligncenter" width="171" caption="Branson demonstrates how it should be done"][/caption]
CEOs wanting to protect the
August 2nd 2010
Leadership lessons in crisis prevention
[caption id="attachment_662" align="aligncenter" width="136" caption="Gerald Ratner - how not to do it"][/caption]
If creating the right
July 29th 2010
Re-writing the CEO job description to ensure reputation protection
[caption id="attachment_659" align="aligncenter" width="300" caption="Toyota president Akio Toyoda faces the music"][/caption]
The role of the CEO
July 27th 2010
Poor crisis communication seals Tony Hayward’s fate
Tony Hayward’s departure as CEO is not so much a good PR move as the
July 23rd 2010
Why it matters that BP photoshopped Gulf images
I'm absolutely prepared to believe that there was no malice or deception intended in the
July 20th 2010
Nothing to smile about in interview with dental chief
Unconvincing media performances by spokespeople from BP and Toyota mean that they have not only
July 8th 2010
Reputation protection in an online world
Last week I was interviewed about the role of social media in crisis management and
June 25th 2010
Hold the front page: BP gets it right
So much has been written about BP's crisis communication response (not least by me!), that
June 17th 2010
"Small people", big mistake
The content of chairman Carl-Henric Svanberg's statement following BP's meeting with Barrack Obama contained all the
June 16th 2010
Please help me reduce my crisis management income
When organisations like BP and Toyota suffer crises I make money. I get phone calls
June 10th 2010
Poacher turned gamekeeper
I’ve always thought that the expression “those that can do, those that can’t teach” is
June 4th 2010
Aristotle's lesson in crisis communication
I’m currently reading James Borg’s book Persuasion: the art of influencing people. At first glance,
May 27th 2010
Narrow approach to crisis planning leaves reputation in short supply
According to a BBC news story Buddhist monks have been engaged to rid a Chinese
May 21st 2010
Cricket passes the issues management test
Lord Condon, chairman of the International Cricket Council’s anti-corruption unit, will shortly pass responsibility for
May 19th 2010
BP shows you can't market your way out of a crisis
Earlier this week, BP confirmed that it had suspended all of its UK marketing activity
May 17th 2010
Poor crisis management knocks England out of World Cup?
England’s bid for the 2018 World Cup lies in tatters following Lord Triesman’s taped comments
May 6th 2010
Slick communication by BP
Managing a crisis of the magnitude of the recent oil spill in the Gulf of
April 30th 2010
Crisis management lessons from the volcanic ash cloud
The disruption caused by the recent volcanic ash cloud laid bare the crisis management plans
April 29th 2010
Gordon's gaffes offers lessons for all media spokespeople
When being a media spokesperson is part of your job, the cameras never stop rolling,
April 27th 2010
How to avoid getting lost in the crisis wilderness
I recently stumbled upon an excellent blog posting by Peter Bregman, a management and leadership
April 22nd 2010
Clegg squeezed, Cameron uninspired: Brown wins round two
Great communicators speak with emotion, authenticity and passion. These rare qualities enable them to engage
April 21st 2010
Seconds out, round two...
The first televised leadership debate caused such a seismic shift in the course of this
April 9th 2010
Crisis management: anything but child's play
As I sat reading news of an alleged link between certain types of baby bottles
April 1st 2010
Ready for Question Time?
Last week I was tasked with drafting an important question and answer document to help
March 30th 2010
BBC examines Toyota’s crisis: global businesses look and learn
When the BBC’s flagship business show the Money Programme schedules a one hour special, it’s
March 24th 2010
Goldman Sachs counts the cost of reputational risk
The actions of organisations that have been through the harrowing ordeal of a major crisis
March 22nd 2010
BA fails to take to the air(waves)
Effective use of online and social media is essential for most organisations wishing to successfully
March 16th 2010
Kraft says sorry - but the damage is done
Today Kraft stood before the House of Commons Business Committee and gave its side of
March 16th 2010
Toyota’s “Recall Bulletin” reveals a company under siege
Throughout the Toyota recall crisis I have supported many of the communication tactics employed by
March 10th 2010
Sweet communication in battle for Cadbury?
A complaint to the City takeover committee alleging that Kraft made misleading comments during its
March 8th 2010
Politicians give media training a bad name
In an earlier blog posting, I suggested that an interviewee on BBC Breakfast would have
March 3rd 2010
Time to tear up the guiding principles of crisis communication?
Following “conventional wisdom” is safe and easy, whereas challenging the prevailing view is far more
March 1st 2010
Mind your language
On Friday, UK bank FirstDirect found itself dealing with a self-inflicted crisis caused by the perils
March 1st 2010
Insignia speaks out on reputation management
No one seriously doubts the tangible value of reputation in meeting business objectives. Insignia’s belief
February 24th 2010
Brands play for high stakes when crisis strikes
“Could the Toyota recall crisis be helping the brand?” was a headline guaranteed to grab
February 22nd 2010
Toyota's troubles signal an end to the ostrich mentality?
I had an email today from a business contact who had read my views about
February 18th 2010
Addressing the communication skills deficit
Senior business leaders reach positions of power and influence on armed with academic qualifications, sometimes
February 17th 2010
Breaking the golden rule of crisis management
I used to believe the golden rule of crisis management: in a serious situation, the
February 11th 2010
It ain't what you say, it's the way that you say it: Eurostar provides a case study in crisis management (Part four)
Previous postings have examined Eurostar CEO Richard Brown's performance during a BBCTV News interview at
February 8th 2010
It ain't what you say, it's the way that you say it: Eurostar provides a case study in crisis management (Part three)
In my two previous blog postings we looked at how Richard Brown, CEO of Eurostar,
February 3rd 2010
It ain't what you say, it's the way that you say it: Eurostar provides a case study in crisis management (Part two)
In my earlier posting, we analysed the performance of Eurostar CEO, Richard Brown, during a
February 1st 2010
Six things Toyota has done right
When a company or an individual is in the middle of managing a crisis, it’s easy
January 31st 2010
It ain't what you say, it's the way that you say it: Eurostar provides a case study in crisis management
Insignia's recent research into the effectiveness of swine flu communication showed that there's much more
January 29th 2010
First thoughts on Toyota's crisis management challenges
28 January 2010 must have been a pretty tough day for Toyota's senior management team.
January 27th 2010
Manchester United tackles reputational risk
I was interested to read that Manchester United's offer document for their new £500 million
December 14th 2009
Risk communication: putting it all together
When we embarked on our swine flu communication study we wanted to identify the most
December 10th 2009
Risk communication: successful engagement
Our recent report on swine flu communication indicated that there are a number of elements
December 9th 2009
Risk communication: a picture’s worth a thousand words
Our recent report on risk communication based on the current swine flu outbreak considered all
December 3rd 2009
Risk communication: report proves that content is king
Insignia’s research study into swine flu communication is published today (4 December). It contains insights
December 3rd 2009
Thierry and Tiger: crisis communication strategies put reputations on the line
Thierry Henry and Tiger Woods: two of the finest sportsmen in the modern world, both
November 19th 2009
Insignia announces webinar to reveal results of swine flu communication research
The results of an Insignia-commissioned academic study into swine flu communication will be revealed via
November 5th 2009
Dealing with the Carnage of a tattered reputation
Reading the attached news item about student party organiser Carnage UK made me reflect on
October 15th 2009
Managing the media: have the rules just changed?
October has witnessed three idiosyncratic approaches to managing media interest: but have any of them
October 12th 2009
Taking charge of media interviews - how you too can "do a Boris"
When London Mayor Boris Johnson took on BBC TV’s most feared interviewer – Jeremy Paxman
September 21st 2009
Shopfloor spokespeople help Asda avert potential crisis
When an ex-Asda Wal Mart employee captured a series of his unpleasant exploits – licking
September 17th 2009
Ten tips for effective communication at a time of corporate change
Turmoil in the world economy has accelerated change management programmes at many corporations. These changes
September 14th 2009
Swine Flu communication: clear as mud?
Conflicting advice in the news about Swine Flu has left the public reeling. And it’s
September 13th 2009
London Midland: crisis communication on the wrong track
Train operators are often fall guys on a quiet news day, but London Midlands’ crisis
July 17th 2009
Twitter: reputation management friend or foe?
Everyone is talking about Twitter and more and more people are tweeting themselves. Others are
July 1st 2009
Insignia talks about crisis communication
Food for thought
Having just delivered a presentation on crisis communication at a conference for the
June 18th 2009
Insignia Speaks Out
Why is it that PR people are unable to apply the lessons that they learned
June 17th 2009
Insignia To Lead Discussion on Crisis Management
I met with an old colleague this week who’s now regional director for Common Purpose
June 15th 2009
Insignia Speaks Out On LDV
As a Birmingham resident I’ve witnessed with great sadness the slow demise of LDV. My
“Enjoy your lunch” – Pope Francis shows CEOs how it’s done: guest blog post from Peter Heath
March 20, 2013It seems the Vatican has a media rock star on its hands. Pope Francis is, from the earliest moments of his Papacy, displaying communication skills the Catholic Church has long been in dire need of. His early teachings extend way beyond the theological. As CEO of one of the most traditional, inflexible and hide-bound institutions [...]
Supermarkets set the standard in horsemeat crisis communication
February 14, 2013It’s easy to be critical of organisations’ attempts at crisis communication when you’re observing from the outside. So I’m pleased to be able to give two supermarkets a pat on the back for their crisis management response to the recent horsemeat issue, having previously given Findus a rather harder time. It’s clear to me that [...]
Social media: an essential part of crisis communication training and planning
September 27, 2012I was talking to a senior businessperson from a global organization last week about their crisis management planning and crisis communication training. I introduced the topic of social media and how they might gear up to deal with a social media crisis – or indeed use social media to communicate in a crisis. His response? [...]
Why planning for a crisis is the best way to prevent it
July 24, 2012I’ve often stated with great conviction that the act of preparing for a crisis in itself reduces the likelihood of a crisis occurring. So it’s reassuring to see new research from IR (Investor Relations) magazine which seems to validate this view. The research findings taken from a survey of 800 investor relations professionals around the world [...]
Proof (almost) that swift and open crisis communication preserves business value
July 4, 2012I’ve long been an admirer of the work of Oxford Metrica which focuses on the impact of a crisis on the value of a business. It shows that the way in which a business responds to a crisis (not the fact of the crisis itself) defines the extent to which value is lost – or [...]
Subway’s unprepared spokesperson gets eaten alive in media interview
January 30, 2012An interview with national radio provides a wonderful opportunity to enhance the reputation of your business, especially when you have good news to tell. So, when Subway’s President and co-founder Fred DeLuca was invited for an interview on BBC Radio Five Live’s breakfast show following positive financial results and the creation of new jobs, he [...]
Crisis communication – why the dustpan and brush no longer works
June 17, 2011I attended a conference earlier this week at which the head of corporate communications from a UK police force described the overwhelming media interest in a high profile murder investigation. In particular, she explained how the names and personal details (not necessarily accurate) of two people were communicated by the media within hours of their arrest [...]
How better change communication could have eased Kraft’s post-Cadbury issues
May 24, 2011Kraft took another battering from MPs this week as the Business, Innovation and Skills Committee said that it had “significant concerns” over its takeover of Cadbury in January 2010. Rumblings from employees and unions continue, whilst the media delights in giving Kraft a hard time (the Mail on Sunday in particular has ensured that Kraft CEO [...]
Warming up staff for change: why Nokia’s burning platform memo was essential
February 11, 2011Transformational corporate change is notoriously hard to achieve. Comfort with the status quo, denial of issues holding the business back and an in-built fear of change mean that staff often resist a new direction, or at the very least fail to engage with it. As a consequence many change programmes fail, primarily due to inadequate [...]