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 […]

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 […]

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 […]

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 […]

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 […]

LA Fitness fights for reputation in court of public opinion

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 […]

Costa Cruise’s blame game is dangerous crisis communication strategy

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 […]

Effective crisis communication essential when health is on the line

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 […]

Effective media relations in a crisis – five questions to ask beforehand

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 […]