Post Office – multiple reputations and issues management

Case Study, Media Training, Posts / By Electric Airwaves Team

Organisations have multiple reputations with multiple audiences. This explains why Ryanair can still be a hugely successful airline – in terms of number of customers and profitability – while still having an abysmal reputation for customer service. Similarly, public outrage over the Post Office’s brutal and unjust treatment of many of its sub-postmasters and mistresses [...]

Post Office – multiple reputations and issues management Read More »

Storytelling Lessons From Capita’s Handling Of Its Data Breach

Case Study, Media Training, Posts / By Electric Airwaves Team

I suppose it’s ironic that a company offering cyber-security services gets hacked. But if it is then surely the upside is that it knows how best to communicate about it. Not it would appear, if you are outsourcing giant, Capita plc. PROs are being given a ringside seat in the difficulties inherent in such a

Storytelling Lessons From Capita’s Handling Of Its Data Breach Read More »

In this week’s case study: the potential reputation pitfall in claiming to be an ethical company

Case Study, Posts / By Andrew Caesar-Gordon

In our media training, we coach spokespeople to be scrupulously honest. If you take a strong ethical stance, you need to live up to the expectations you create. And you shouldn’t be surprised if the media calls you out on your claims, especially if they turn out to be more nuanced than what the public

In this week’s case study: the potential reputation pitfall in claiming to be an ethical company Read More »

The Rich & The Beautiful – When Reputation Rules Don’t Apply

Case Study, Media Training / By Andrew Caesar-Gordon

The idea that there are people who think the rules don’t apply to them strikes deeply at people’s sense of fairness in the best of times. In the middle of a pandemic, does the action of a celebrity individual or organisation that seems to prove that there is ‘one rule for the rich, another for

The Rich & The Beautiful – When Reputation Rules Don’t Apply Read More »

When The FT Pulled A Company’s Press Release To Bits

Case Study / By Andrew Caesar-Gordon

Today’s short blog post looks at how a single newspaper article derailed a company’s attempt to secure positive media coverage for its 20 second Covid test. It shows how traditional media still has the resources and bite to hold organisations accountable for the claims they make and how important it is to be accurate and

When The FT Pulled A Company’s Press Release To Bits Read More »

SHOULD YOU GIVE A MONKEY ABOUT BAKKAVOR

Case Study / By Andrew Caesar-Gordon

Hundreds of workers at meat and food processing factories across the UK have tested positive for coronavirus. Working conditions and practices seem to put them at particular risk. One of those affected is Bakkavor - a FTSE250, £2bn revenue company that you have probably never heard of although you have probably eaten the dips, sauces,

SHOULD YOU GIVE A MONKEY ABOUT BAKKAVOR Read More »

Frustration Boils Over In Oxfam CEO Media Interview

Case Study, Crisis communications, Help For Communication Directors / By Andrew Caesar-Gordon

What was the low point in Oxfam's response to its reputation crisis? It was frustration boiling over for Oxfam’s CEO, Mark Goldring, when he gave a media interview to the Guardian and said that criticism of the charity was “out of proportion to the level of culpability”, that no one had “murdered babies in their

Frustration Boils Over In Oxfam CEO Media Interview Read More »

Should Company Spokespeople Expect More Hostile Media Interviews In 2018?

Case Study, Media Training, Reputation Management / By Andrew Caesar-Gordon

Hostile media interviews. Was the Peterson-Newman Channel 4 interview a watershed moment? Business has an image problem. Whether the focus is on its role in society, levels of executive pay, the privatisation of public services or the alleged behaviour of some of those attending the Presidents Club charity dinner, corporations are under greater scrutiny than

Should Company Spokespeople Expect More Hostile Media Interviews In 2018? Read More »

Ryanair is NOT having a reputation crisis

Case Study, Crisis communications, Reputation Management / By Andrew Caesar-Gordon

Because that would suggest that its reputation is being damaged. It is not. It is being confirmed. Just as Michael O’Leary likes it to be. It's a great example to include in our media training. If O’Leary has said it once, he has said it a thousand times - fly Ryanair if you want the

Ryanair is NOT having a reputation crisis Read More »

Why does a story go viral – like United Airlines bumped passenger?

Case Study, Crisis communications, Reputation Management / By Andrew Caesar-Gordon

Why does a story go viral? The United Airlines bumped passenger story offers us a nice insight into the power of communications. I suspect that this situation doesn’t make an appearance in United’s crisis manual. But then, it’s not a crisis. It’s a poorly handled issue - at the moment. Much like when two weeks

Why does a story go viral – like United Airlines bumped passenger? Read More »

Parliamentary Committee Woes

Case Study, Media Training / By Andrew Caesar-Gordon

Mike Ashley’s appearance today before the Business, Innovation & Skills Parliamentary Select Committee today has all the makings of a classic. The self-confessed loudmouth who had called MPs a “joke” was done up like a kipper, particularly by Labour MP, Paul Blomfield (a star in the making?). Electric Airwaves published our latest short animated video

Parliamentary Committee Woes Read More »

During crisis, be consistent and be aware

Leave a Comment / Case Study / By Andrew Caesar-Gordon

The decision made by Cincinnati Zoo seemed like a no-brainer. A three-year old boy had climbed over a fence and fallen into the enclosure of a 4001b Gorilla named 'Harambe'. Even though the gorilla did not appear to be attacking the child, even though the gorilla was from an endangered species, Zoo Director Thane Maynard

During crisis, be consistent and be aware Read More »

Can you get away with controversial media comments?

Case Study, Media Training / By Andrew Caesar-Gordon

When an organisation's leader says something contentious in public, its PROs often cringe. A press release is issued to 'clarify' the comments in "'order to restore calm to troubled waters; the executive may be urged to take a holiday. But if the comments are not on the scale of BP' s Tony Hayward "I want

Can you get away with controversial media comments? Read More »

Cookie	Duration	Description
cookielawinfo-checkbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional	11 months	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy	11 months	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.