Crisis management insights from horse meat: one year on

More than a year on from the outbreak of the horsemeat scandal, the UK’s biggest crisis management challenge of 2013, it’s timely to consider the longer-term impact on so many players in the food and retail sector.  And this week I had the pleasure of presenting my insights and analysis at the International Crisis and […]

Why problem resolution is only half the battle for effective crisis management

As the Environment Agency comes under pressure to address serious floods across England, they also face criticism for their lack of effective crisis communication.  It’s the dual challenge facing any organisation in the frontline of a major crisis: resolving the core issue and communicating effectively with affected stakeholders. Working with technology, manufacturing and operationally focused businesses […]

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 […]

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 […]

Putting Your Money Where Your Risk Is: The Business Case for Risk-Based Crisis Management

Understanding reputational risk is the first step towards effective reputation protection and so we are delighted to feature a guest blogpost on this topic from Andrea Bonime-Blanc, CEO of GEC Risk Advisory, a strategic risk and reputation management consulting firm based in New York City, specializing in global governance, risk, compliance, ethics and CSR advice. […]

Crisis management training pays dividends when the heat is on

I awoke on July 1 to the sight of a large, black smoke cloud filling the sky beyond Birmingham City Centre. It turned out it was coming from a fire at a waste recycling plant and was described as one of the biggest ever blazes tackled by West Midlands firefighters. The fire service is in […]

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 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 […]

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 workshop with a client in South Africa.  The purpose of the workshop was to ensure that they would be ready to protect the business and its reputation in the event of an incident.  They recognised that there’s simply no time […]

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 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

I’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 […]