Abby Mangold speaking with Journalist Tom Mangold about truth in the media and where to find it.
Can we trust anyone in the media in 2025?
Pretty proud of this one
We’ve been working with this retail client for 5 years.
We’ve gone through the good times and the tougher ones.
We’ve supported each other to grow as organisations.
So we were chuffed when they told us:
“Abby and Jess consistently provide clear thinking and boil down complex matters, into concise guidance.
As media trainers they are industry experts, give honest and fair feedback in a safe environment.
They are the critical friends you want on speed dial.”
Spoiler alert. Crises are nothing like disaster movies
Spoiler alert. Crises are nothing like disaster movies.
Disasters (unlike the Rock) don’t fall out of the sky.
99% emerge from issues which have been bubbling for some time. People are aware and assume someone else will fix it or it will ‘just go away’.
Surprise – there are no silver bullets (or the Rock suddenly appearing to save the day). Solutions come step-by-step, from the A – Z of preparation and a tonne of hard work in ‘peacetime’.
Real heroes don’t look like Dwayne ‘The Rock’ Johnson. Well, some might but universally heroes are the people doing their jobs well, who know their organisation and have the empathy and communication skills needed to act in difficult situations.
Full transparency I’m a huge disaster movies fan (nothing to do with the Rock)
Photo Credit: IGN
Busy days for Team Mangold Consultancy
Busy days for Team Mangold Consultancy.
Jess Mangold and Justin Clark were in leafy North London with our client the historic Alexandra Palace and Park, delivering a workshop to evolve their use of social media to better serve their visitors.
Abby Mangold headed to sunny Westminster talking with the UK Government Communication Service, finding out more about how they are using “Assist”, the dynamic AI tool transforming government communications.
Worth noting that their Crisis Communications Planning Guide and STOP Template are a fantastic resource for anyone interested in managing crises.
They say never work with animals, kids and family
They say never work with animals, kids and family.
Well I broke all those rules when I interviewed my Dad, Tom Mangold, with a cameo by Zak!
Thanks to everyone who suggested questions to ask this ‘veteran broadcaster’!
Jess Mangold and I are busy editing together the highlights, more to come very soon…
What did dodgy washing machines & Matt Allwright teach me?
Walking onto the set of BBC Watchdog in Television Centre in 1997 was daunting.
As a Junior Clerk my job was simple – do whatever anyone asks and do it well.
It was always fast paced and often last minute – as you would expect when producing a live, weekly, consumer affairs programme for BBC1.
As I moved up the ranks to Researcher, Assistant Producer and finally Producer/Director there were a handful of people who took the time to teach me the skills I continue using today.
Matt Allwright is the best scriptwriter I’ve ever worked with.
- Where I used 20 words, he could say it in 10.
- Where I struggled with structuring a 5 minute film, he knew the narrative before I’d put pen to paper.
- Where I battled to make broken washing machines look sexy – he always had a clever, and often funny, treatment.
Producing programmes for a BBC1 audience meant making every word count and finding an engaging way to keep viewers interested.
I use those same skills every day, helping clients communicate in a crisis which ironically, is often triggered by a call from BBC Watchdog.
And I think it’s fair to say that Matt Allwright and I continue to learn from each other to this day.
Tom Mangold has worked in media for 70+ years – what would you ask him?
This is my Dad, Tom Mangold.
- He’s an award-winning journalist and author.
- Reporter on circa 120 episodes on BBC Panorama.
- He’s 90 and STILL working.
- He cycles every day.
- He continues to inspire me and our work at Mangold Consultancy.
If you asked him, he’d tell you I stole everything I know from him. I will neither confirm nor deny this.
I’m going to film interview content with Dad and share it online.
We tend to talk about:
- the state of journalism and television
- crisis communications
- media interviews
- “news” on Social Media
- rubbish spokespeople
Watch this space for unique insight from someone who has worked in the media industry for more than 70 years!
Tips to boost business confidence
2025 is going to be tough.
So business confidence really matters.
Here are some of my thoughts as a business owner following a challenging report from the British Chambers of Commerce (BCC).
I’m happy to talk to you for free if you need it, just get in touch.
What keeps you awake at night?
It is never easy asking people this question when you meet for the first time.
But tasked with writing the crisis communications guidelines for new clients, we have to take the plunge, so we know early on where they could be exposed from a reputational perspective.
4 years on from asking one client this question, we are their retained crisis communications agency, available 24/7 responding to calls, and working with the whole team to test and reinforce their crisis communications protocols.
Tough questions = good results.
Photo by cottonbro studio at Pexels
We all learn from mistakes
So here are some errors in crisis communications that we’ve seen:
• A 9-5 mindset: Crisis management is round-the-clock. Use peacetime to prep and improve how you manage a crisis.
• Fear of asking the obvious: Who, what, when, where, why. If any of this is unclear then ask. Often other people have the same questions.
• Slow sign-off: The bigger the business the greater the challenge. To avoid approvals becoming a bottleneck, nominate who is signing off and stick to it!
• No clear crisis comm process: Without it, you’re playing catch-up and reacting rather than managing the situation.
Address these, and you’ll be better equipped to handle crises with confidence.
Photo by Luis Cortes on Unsplash
What is retained crisis communications support?
Our team is available 24/7, 365 days a year.
We are hands-on in a crisis: using 20+ years in national journalism, global crisis communications and social media expertise.
AND, if you remain crisis-free we use your retainer to grow team resilience, since any time not used for actual live crises goes toward preparation.
You can choose from
• workshops to assess reputational risks
• crisis simulations to test your team and processes in a safe space
• media training on camera
• social media management to handle challenges online
Retained crisis communications support = knowing you and your team are prepared for the unexpected.
Photo Vlad Deep at Unsplash
What kind of journalist were you?
Jess and I are often asked this.
People’s interest veers between fascination and horror. I am hugely proud of these roots and the lessons I earned, such as…
• People love being asked about themselves. Thoughtfully chosen, well-timed questions allow people to share something about themselves, cracking open a door to their world.
And with the privilege of being invited in…
• it pays to listen closely. The tone of voice, the pace at which they speak. These are as important to what someone is saying as the words they use.
• And with that always ask the obvious – who, what, when, where, why, how – sometimes twice to be sure you have truly understood.
Every journalism job added to the skills I use in crisis communications and media training now.
And I was pretty chuffed to make it into the papers myself once while filming for a BBC Airport special from Edinburgh Festival!
Learning to face the unexpected
Having worked on multiple crises, I now accept I will always face the unexpected.
And in the most serious crisis, even experienced ‘crisis mature’ teams need guidance. What do I remind them about?
• The good – zero in on the basics, ensure up-to-date contact lists and access to all communication channels. With little notice small tasks make a big difference.
• The bad – hone in on detail at the expense of the big picture. Details matter, nominate someone to confirm the specifics. You must assess the immediate impact of the crisis, while keeping the long-term reputational effects in clear view.
• The ugly – collapse into a fit of jargon and industry speak at your peril. In a crisis people need to see people. Be human.
What if you’re faced with a megalomaniacal spokesperson?
What if this megalomaniacal spokesperson won’t listen to your advice about managing a media interview?
Even seasoned spokespeople recognise the benefits of new tips and practice for media presence and interview skills.
Here’s how to make the case to your spokesperson if your comms advice is challenged:
-The competition for airtime is fierce and your time is precious. A few rehearsals now will save huge amounts of time over the medium to long term and reinforce your profile as a great spokesperson.
-You are a seasoned pro and your objective is to ensure your message reaches your audience. Trying new ways of delivering your message helps you be heard and understood by more people.
-You are setting an example for others. By making time for media training, you demonstrate the value of preparing for the press.
Can you risk colleagues going on the record without media training first?
Photo by Hunters Race on Unsplash
It’s 9pm on Saturday night, the phone rings, it’s work
This can only mean one thing, bad news. Who do you call next?
In crisis management, timing is everything.
I well remember those late afternoon Friday calls to press offices, chasing a response to the story we were about to broadcast.
Everyone’s on the clock, press teams scramble to reply before the weekend, risking rushed comments and heightened media exposure.
But what if a crisis happens out of hours? Waiting until Monday morning is not an option.
That’s where retained crisis comms support comes in. It provides:
• 24/7 support to swiftly navigate crises and safeguard reputation
• Quicker decision making and strategy setting through established trusted relationships with senior leaders
• Proactivity to anticipate potential media scrutiny and the trajectory of the crisis
This is the unparalleled advantage of having a crisis comms agency on retainer.
Original photo by Quino Al on Unsplash
Talking crisis communications & reputation management
It is good to be back!
For the 2nd year running, we’ve been here in the Netherlands talking crisis communications resilience on a global scale.
Having recruited us as their retained 24/7 crisis communications support, this client doubled down on their commitment with annual training for the whole team.
Crisis communications and reputation management is not just a comms job and if you haven’t had a crisis recently it’s easy to forget the important stuff.
Regularly involving other colleagues creates business-wide awareness so that:
• more people are alert to potential issues
• feel comfortable raising concerns if a crisis happens
• they are equipped and confident to support the response
Main photo Joshua Kettle on Unsplash
Wishing you and your team a crisis-free Christmas
All the best Mangold Consultancy Team
The rain actually stopped!
We had a great day working with the team at Alexandra Palace and Park.
So lucky to have the chance to be in such an iconic British building, steeped in so much history.
Crisis don’t come out of nowhere
Most of the crisis we manage are “slow burn”.
– They’re the issue ignored
– The complaint overlooked
– The employee concerns dismissed
So what should you be doing when you hear about an issue?
1. Do the groundwork, gather intel, fact check, craft key messages
2. Get into the detail, define the comms strategy
3. Anticipate it going live, plan for the ‘day in court’, prep those involved
Remember “slow burn” = prep time. Use it wisely.
Photo by Sebastian Pociecha on Unsplash
A critical friend
A critical friend.
It’s the kind of friend, colleague and advisor I like to be.
It’s a balancing act advising CEOs when their business is under attack. Don’t say enough and you’re not worth the investment, push too hard and you can be seen as well….pushy.
So for me and Mangold Consultancy being a critical friend means being:
● straightforward by giving clear advice
● open and honest, even if it’s hard to hear
● invested in clients and their challenges, until issues are resolved
And when you look at it like that, it mirrors the relationships I have with friends too.
With special thanks to Ayesha Murray for being one of my very special and crucial critical friends.