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 […]

Risk assessments: the first step in reputation protection

Crises don’t seem to respect the summer holiday season and so businesses like G4S and ATOS Origin have been fighting to protect their reputations as the rest of us headed for the beach over the last couple of months. And whilst an organisation’s response to a crisis usually determines the reputational impact, it’s what it […]

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 […]