Crisis communications

Checklist For Preparing A Crisis Management Team & Crisis Centre

Crisis communications, Expert Guide, Help For Communication Directors / By
Know That When Crisis Strikes ... … it is a time of high emotion and confusion. Initially you will lack accurate information but will need to act and communicate swiftly. In such situations, being able to rely on processes and training will enable you and the crisis management team to act calmly and with purpose. …

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Frustration Boils Over In Oxfam CEO Media Interview

Case Study, Crisis communications, Help For Communication Directors / By
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 …

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

Case Study, Crisis communications, Reputation Management / By
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 …

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Expert Guide: How to Practise Good Issues Management

Crisis communications, Expert Guide / By
To ignore an issue is to invite a crisis. So when is an ‘issue’ an issue?  When do you need to practise good issues management? An issue occurs when there is a gap between your policies, performance, products or public commitments, and your stakeholder expectations. It usually threatens reputation damage. The issues management process seeks …

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Crisis communications plan

Expert Guide: How to Practise Good Crisis Communications

Crisis communications, Expert Guide, Media Training / By
A crisis is defined as: “an intense, unexpected and unstable state that disrupts normal operations and risks highly undesirable outcomes that requires extraordinary measures to restore stability”. Crisis communications management therefore involves the extraordinary measures that are taken to restore stability. A crisis may arise when an issue is ignored or issues management fails or when …

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Doorstep interview

Expert Guide: How to survive ambush or doorstep interviews

Crisis communications, Expert Guide, Media Training / By
The key thing about surviving doorstep interviews is to take control. Running away makes it look as though you have something to hide. If you do not know what you should be saying If you do not know what they are talking about or do not want to answer any questions at all, say “I’m …

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select committee appearance

Expert Guide: Handling Appearances before a Parliamentary Select Committee

Crisis communications, Expert Guide, Presentation Skills / By
Introduction Select Committees were established and expanded during the 1970s and 1980s to ensure that Parliament could better scrutinize the Government and hold it to account. Most Committees perform without fanfare most of the time. But in recent years, some Committees seem to have come to see their job as holding the wider world to …

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Crisis Communications

Getting Your First Crisis Statement Right – Even For Online Crises

Crisis communications / By
Here's a nice storm in a crisis teacup underlining the importance of organisations having a clear social media policy AND clarity in your crisis media statements. Last week, the pastor of an American church in St. Louis went with her congregation to a restaurant, part of a chain, called Applebee's. The receipt for the meal …

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Crisis Communications spokeman

Crisis Communications: A Canadian Blame Game

Crisis communications, Media Training / By
You would have thought that with over 50 people dead following a runaway train destroying the heart of Lac-Megantic in Canada, the rail company would be focused solely on the human impact of the tragedy. Not so if you are Edward Burkhardt, chairman of Montreal, Maine and Atlantic Railway. Generally, his media interviews have been …

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