Apply your Media Training or risk being bowled by a googly

We all know the expression ‘think before you speak’ but when you’re under the media spotlight, it can be easy for even the best spokespeople to forget their media training and the importance of keeping mum. Interviewed shortly after a resounding victory in Hobart which saw England’s women cricketers retain the Ashes, team captain Charlotte […]

TSB CEO demonstrates the value of leadership in crisis management

Given our reliance on technology these days, it’s no surprise that IT failure should be a high priority for crisis management planning. Despite this, the crisis communication response of many organisations to a technology problem is often too slow, too corporate and too infrequent. That’s why I was so impressed with TSB’s reaction to IT […]

Crisis management: The art of listening

Effective communication in a crisis isn’t about what you say – it’s also about how you listen. Gut instinct may be to hunker down in the ‘war room’ and get on with managing the incident but shutting yourself off from the outside world can result in strategies that fail to take account of public opinion […]

Nigella’s reputation re-launch provides lesson in crisis management planning

The new year presented Nigella Lawson with an opportunity to begin a new phase of reputation management for “Brand Nigella” following a challenging 2013. With last year’s court case behind her and a new TV series about to begin in the US, Nigella transitioned from crisis communication mode by seizing the opportunity to set the […]

Why your crisis media spokesperson must be the genuine article

  It’s part of my job to analyse how the media and companies deal with crises. Whenever I am researching major incidents I never lose sight of the fact that real people have been affected. Sadly, I think this human reaction to tragic events isn’t always evident in the corporate world’s media response.  Just take […]

Wonga banks on pro-active issues management to protect its reputation

Last week we suggested how businesses can take a more pro-active approach to issues management when faced with challenges such as zero hours contracts (click here to see our blog post). So I was fascinated to see how Wonga, the short term cash loan company, has decided on a pro-active approach to the reputational issues […]

From hero to zero: the next issues management test?

The use of zero-hours contracts could be the next big issues management challenge for UK businesses after last year’s tax avoidance scandal.  It certainly bears some of the same hallmarks, with one company already ‘outed’ (in this case Sports Direct) and Hovis hitting the headlines when workers went on strike to protest about the issue. […]


Whether you love it or hate it, there’s no denying the power, or speed, of social media, especially when it comes to crisis management. Within hours of Andy Murray winning Wimbledon, one misguided sports fan found herself at the centre of a major Twitter storm after tweeting that Andy was generously donating his tournament winnings […]

Why answering the tough questions is an essential skill for today’s CEO

With interest in and scrutiny of business at an all time high, today’s CEOs must also assume the role of CCO – chief communication officers.  With the value of trust at a premium, corporate reputation management should now be high on the agenda for all business leaders. This means that the most successful CEOs will […]

McDonalds CEO gives textbook performance

After watching countless spokespeople over recent weeks dodge the issue of the food industry’s ever expanding supply chain it was refreshing to see Jill McDonald, CEO of McDonald’s, tackle it head on in an interview for BBC Breakfast on Friday. Not only did she answer the questions asked (a rare thing indeed!) she showcased all […]