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 […]

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 […]

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 […]

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. […]

5 reasons why the BBC crisis is so damaging

No one disputes that the BBC is currently facing one of the biggest crises in its long history.  But what are the ingredients that define the magnitude of the issue it faces?  Here are five reasons why the crisis is of such huge proportions: 1) The people factor This is a crisis which has enormous […]

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 CV featured a fake computer science degree reinforces the importance of factoring people issues into crisis management planning. Organisations often find it easy to produce crisis communication plans for external events such as accidents, fires, natural disasters, IT failure and even […]

Claire’s crisis communication response: designed for success?

Claire’s, the accessories and jewellery retailer, has found itself cast in the classic role of corporate Goliath, supposedly trampling over a much smaller rival following allegations that it copied the product of an independent designer. It’s an impression unlikely to win friends and one which the company would wish to shake off.  Its crisis communication […]

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 need to be made about your issues management strategy. So it was fascinating to observe how Viagogo and Seatwave adopted entirely different reputation protection strategies when Channel 4′s Dispatches looked into the “the great ticket scandal”.  Using secret cameras, reporters […]

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 management challenges of a company already facing an uncertain business future. The humorous videos by a flight attendant parody the firm’s management and reveal the content of an internal memo sent to staff.  A discussion is developing on ragan.com as […]