In nearly every crisis simulation exercise we run, the issue of saying sorry raises its head. Should you say sorry in a crisis? Does it constitute an admission of liability?…
Crisis Communications
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In a crisis, there’s a real temptation to focus on the here and now. Our instinct is to go into survival mode. It’s hard enough to think about getting through the next 24 hours, let alone to think about what to do once the crisis is over.
Have you ever considered what you would do if, say, a newspaper said that your business was (incorrectly) a dogging site? (And no, I’m not defining that!) It might seem…
While you can pay special attention to your team’s wellbeing during a crisis, one thing that’s a big help for people navigating tough situations is resilience. Resilience isn’t developed overnight….
Strong leadership can make the difference between a crisis that damages your reputation irrevocably, and one that you recover and learn from. A leader’s role during a crisis should include…
Some people may think that it’s a bad idea for brands to apologise to their customers when they get something wrong. Doesn’t an apology imply blame? Couldn’t that have legal…
Even before the government amended the social distancing rules, I’ve noticed people start to flout the ‘stay at home’ guidelines more and more as lockdown continues. When I first had…
I was chatting to Ben Smith for the PR Moment podcast recently about crisis communications, and one of the things that came up in conversation was: what is a crisis?…
When we run crisis simulations, we look for the participants to respond using empathy. What we often see is teams that prepare an official statement on the crisis, and then…
At 2:44 am on Tuesday 5th February, Ocado’s high-tech Hampshire-based customer fulfilment centre caught fire. Firefighters have been working to control the blaze, and were still dealing with the fire…