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 [...]
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 [...]
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 [...]
When LA Fitness threatened to enforce its contract with a heavily pregnant woman who had fallen on hard times, it may have had the letter of the law on its side. But once the story became public, it was found guilty in the court of public opinion. LA Fitness is just the latest business to [...]
As I glanced through the statement issued by Costa Cruises in the wake of the dreadful Costa Concordia accident, I noticed how it ticked the golden rules for crisis communication: concern and empathy for human life in para one; actions to address the situation in para two; messages about minimisation of environmental impact in para [...]
Concerns and coverage about potentially faulty breast implants produced by French company Poly Implant Prothese (PIP) continue more than two weeks after the story first broke. This is a long time for a crisis to be in the media spotlight and indicates that crisis communication has been sub-optimal at best. Indeed, a statement from the [...]
Recent experience demonstrates that major incidents unfold under the unswerving gaze of 24 hour news media so it’s essential that businesses vulnerable to on-site incidents have planned their crisis communication to cope with the arrival of a media pack. Here are five key questions to address ahead of a potential media invasion: Who will be [...]
With news that a “rogue trader” is responsible for a $2 billion loss, it is clear that Swiss bank UBS faces a huge crisis communication challenge. A number of factors make this challenge even tougher than might otherwise be the case. Preserving UBS’s reputation Reports that the unauthorised trading was not picked up by UBS’s [...]
If you heard that your regular painkiller could have been replaced with antipsychotic drugs instead, you might be a little concerned. So concerned that you might want a little more information to put your mind at rest. That is the scenario facing purchasers of Nurofen Plus following an announcement from the Medicines and Healthcare Regulatory Agency (MHRA) that some [...]
For a country whose econony relies on tourism, there’s no bigger crisis communication challenge than dealing with a fatal shark attack. So it’s little wonder that the Seychelles’ crisis media spokesperson, tourism chief Alain St Ange, sounded under pressure when conducting media interviews about the death of British tourist Ian Redmond. What is surprising though [...]
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