Fundamentals of crisis communications

I took part in a discussion the other day about how companies should manage their reputation in times of crisis. Here's a summarised version of the three questions posed and the answers I gave.

1. How can a company mitigate its reputational risks? When it comes to business crises, there are three phases of reputation management: preparation, response and recovery. The adage that prevention is better than cure applies well to corporate reputation. But, in my experience, too few ...


Website complete for fibre Internet programme

We're happy to have completed a website for Digital Mid Sussex - the pioneering programme bringing full-fibre Internet to thousands in southern England. The initiative aims to make Mid Sussex one of the most digitally-advanced parts of the country, with fibre installed to ...


Reputation assignment for Berkshire council

Wokingham Borough Council has commissioned us to deliver a wide-ranging reputation management project.

Our brief is to examine the local authority's approach to communications and marketing and its corporate reputation amongst the borough’s residents.

The Council selected us as part of a competitive tender based on our experience in advising local government bodies - as well as ...


Andrew

Andrew thrown under royal carriage in reputation crisis

The latest developments in the Prince Andrew saga have been dramatic. The Palace has stripped him of his Royal titles and says he’ll have to contest the legal case against him as a ‘private citizen’. But two important reputation management points have been largely overlooked. Firstly, many have praised the Queen's decisiveness. Her actions were certainly swift, but ...


Pagoda

National recognition for Asia expansion client

We're so pleased to have kicked off the New year by getting our client Intralink into a Sustainable Business supplement within The Times.

Intralink helps western businesses to expand in East Asia. And, while the pandemic has meant they've had to stop travelling to the region, instead of their business taking a hit, they found they've secured more deals for their clients in Asia than ever. It's been a surprising boost to ...


Fibre Optics

Marketing drive for digital transformation of Sussex

We’re delivering an extensive communications campaign to support a pioneering initiative to create one of the most digitally advanced areas of the country.

Mid Sussex District Council is leading the programme - as part of its wider economic development strategy - to get businesses, residents and public bodies connected to the latest digital technology. It’s laying an underground fibre optic ‘spine’ between Crawley and Brighton, and around Burgess Hill, with branches from this set to connect every part of the district to full fibre broadband in the near future. Innovatively, the Council is ...


Can Facebook’s rebrand salvage its reputation?

I was pleased to be quoted in this week's Management Today - in an article exploring whether Facebook's rebrand to 'Meta' can help the company overcome its deep-seated reputational problems. Of course, there may be other good business reasons why Facebook is rebranding - such as to stake a place in the public consciousness at the forefront of the upcoming metaverse movement. But, as far as the impact on its reputational ...


Crisis communications for care home charity

We’ve been providing crisis communications support for The Fremantle Trust, a charity providing support for older people and adults with learning disabilities.

The Care Quality Commission (CQC) had carried out an inspection of one of its care homes, which highlighted significant failings. With nine other care homes in operation plus a number of additional services supporting more than a thousand people, it was vital for the Trust to defend its reputation. Publication of the CQC report was looming and ...


How to (mis)manage a personal crisis

North Yorkshire Police Commissioner Philip Allott finally quit today in the wake of his inflammatory comments about the tragic case of Sarah Everard, abducted and murdered by Met Police officer Wayne Couzens. Three big problems stand out for me in the way Allott has (mis)managed his reputation throughout his career crisis of the last two weeks. The first - and most obvious - is his ludicrous ....


6-page media feature for sharing economy startup

We’re thrilled to have helped land a glowing, six-page media feature for sharing economy startup God's Own Guitars - the only business to hire out instruments owned and made famous by the world's legendary guitarists. God's Own Guitars offers a stunning collection of iconic instruments, amps and effects - including guitars previously owned by ...