I have seen some brilliant emails and posts in the last few days – from my local Indian restaurant, Haweli, to Sainsbury’s, to other small business owners like me. It doesn’t matter if you’re big or small; clear, regular and relevant communications are critical.
As we all adjust to the new “normal” personally and “business as usual” professionally, it occurred to me that there are some really simple tips for communicating in a crisis.
Continue reading “How do you keep communicating when the crisis is never-ending?”
Prince Andrew would have done well to follow the Green Cross Code as he stepped into the path of the oncoming Newsnight interview. There has since been much scrutiny of the Royal’s press advisors and why they failed to follow the basics when it comes to media handling in a global reputational storm.
Taking time to stop, look and listen to external communications advisors during a crisis is critical to long term reputation. Like a friendly Green Man, people like us, reiterate life outside the crisis bubble and wider public perception both in the moment and the hours, days and weeks to follow.
Continue reading “That Newsnight Interview – Think; Stop; Look and Listen; Wait; Look and Listen again; Arrive Alive”
🎙️🎥 There was an irony to our latest media training client turning up late… they’d been delayed by Extinction Rebellion protesters; we were about to media train them on their new plastics initiative announcement. Continue reading "Protestors and Plastics"
Over the last few weeks there seems to have a been a flurry of “recorded statements” in response to major crises. To be clear, rather than put someone forward to be interviewed by the press, the boss records a statement and it’s posted on the website or via social channels.
Continue reading “The pros and cons of video statements”
You could be forgiven for thinking one news story last month was a digital-misprint. “Grenfell council spends more than £90k on bosses’ bonuses.” But closer reading revealed the headline was correct.
Continue reading “Money talks – what to say on pay, bonus and funding?”
A top-floor view overlooking London’s windswept skyline. This was the suitably dramatic backdrop as big brands meet to discuss industry regulation last week.
Chairing the discussion at PrettyGreen’s agency Breakfast Briefing, I spoke to guests involved with some of the most recognised and well-loved products. Continue reading “Talking regulation with big brands”
I love my job but I cannot talk about it. Success in crisis and corporate communications comes when no-one reads, tweets or hears about my clients. It is the curious and at times conversation-stopping nature of the job, that most of the time, the less I say the better.
Continue reading “Success in my job – What our clients say”
When I first joined Facebook I trusted the platform and genuinely thought it was the best thing since sliced bread. It was so interactive, I could store and share photos of my young kids with friends (yes, I was that parent) and catch up on what everyone was up to from the comfort of my then small London flat. A few years later it seemed to be THE place to get breaking news which was always relevant to what I was interested in, thank you algorithms.
Over the last 10 years though that trust has been eroded. Continue reading "Facebook: can I trust you again? A personal perspective."
Very excited to welcome Jess Mangold as a Director, bringing a fresh and complimentary set of skills and experience to Mangold Consultancy.
Jess’ has a brilliant combination of journalism and communications experience. A trained newspaper journalist who has worked across daily regional and national print titles, she’s also got a mean black book. Continue reading “Mangold Consultancy just got a new Mangold!”
Credit to BBC Watchdog for their investigation on last night’s programme which lead to BMW announcing a recall of hundreds of thousands of cars.
The truth is that no one really knows what goes on inside an organisation during a crisis, apart from the people managing it. There are often multiple business objectives which reach far beyond being featured on the programme. Continue reading “Kudos to my ex colleagues at BBC Watchdog”
If you look at the risks to your business (via a risk audit) you’ll discover potential threats lie within your workforce, your suppliers, your processes, your equipment and perhaps even your premises. Identifying those threats and planning how to handle them is a huge step forward in managing your corporate reputation.
But what about the threats that lie outside your business? What happens when companies or personalities you’re affiliated to suffer a fall from grace? Do nothing and it looks like you don’t care or worse, condone their bad behaviour. Act and you may risk further damage. So how do you protect your business and respond in the right way? Continue reading “Caught in the crossfire? Is a bad brand association risking your reputation?”
Yesterday, the Government’s Chief Medical Officer Prof Dame Sally Davies made a statement. An important statement for any of the 500 or so people who had visited the restaurant and pub in Salisbury where trace amounts of the substance used to poison ex-Russian spy Sergei Skripal and his daughter were found.
Now I don’t live in Salisbury. But my gut feeling, if I did, is that any advice about possible nerve agent contamination is probably worth listening to.
Continue reading “How NOT to give a statement: a lesson from the Russian poisoning story”
Who actually watches the whole news today?
That’s right. Hardly anyone.
Continue reading “Who’s watching the News?”
Fly on the wall TV, sometimes known as ‘obs docs’ (observational documentaries), are familiar fodder for prime time television. They have bred their own genre of satire, such as W1A and anti-heroes like Malcolm Tucker. But there remains some uncharted territory, and done right this obs doc would be a real eye opener. Inside a Crisis – The Comms Insider – impossible to make, impossible to get legal to sign off and impossible to resist for fly on the wall fans.
Continue reading “Inside a Crisis”
The commitment involved in starting a new business is phenomenal. Winning new contracts, wooing clients, honing your product and getting your name out there. Building a reputation demands time, attention to detail and preparation.
The 100% organic skincare line launched by one beauty innovator had been long in the planning. Products that were clean, kind and ethically sourced – all grounded in an “on-trend” concept, aimed at legions of health and wellbeing devotees. And as the range gained traction, tweets, likes and shares, everything seemed to be on track. But just as the business plan was exceeding year one expectations, a supplier down the chain was exposed for using non-organic base ingredients. The same ingredients now found in the 100% organic skincare line. One negative review became two. Malicious tweets followed and libellous Facebook posts began to unpick hard earned customer loyalty and reputation. Continue reading “Why Small is Beautiful in a Social Media Crisis”