Space Shuttle Learnings

Space Shuttle - The failure to imagine the consequences of failure are catastrophic

Tell your boss to watch this Space Shuttle documentary…

📢 Are you the lone voice nudging senior colleagues about crisis planning?

🤔 Are there known issues too trifling to confront amongst all the “business as usual”?

Watch ‘The Space Shuttle that Fell To Earth’ on BBC iPlayer and tell your bosses to do the same, if you want to get crisis communications at the top of the agenda.

👍 Congratulations to Mindhouse Productions, this brilliant 3-parter, sensitively told a difficult story, which among many things shows why a culture of open communication matters. And is as important as crisis preparation.

🚀 Even if you are not in the business of space flight, speaking out, seeking answers and encouraging conversations, will help avoid issues becoming devastating crises.

And give me a shout if your crisis comms nudge could do with a shoulder.

Thank you Leslie Nielsen (Dr Rumack) and the iconic Airplane!

I am serious… and don’t call me Shirley!

Comedy is a useful ice breaker in crisis communications planning when we ask everyone to think the worst… no… the very, very worst.

And this quote is a reminder of everything that shouldn’t happen when things get serious. Why?

  1. Doctors don’t fly planes. If you want to know who is at the helm in moments of difficulty, do the thinking before the bad stuff happens.
  2. Preparing for the worst improves the likelihood of a better outcome, I promise you it’s worth the investment.
  3. Crisis planning is seriously fun, but never funny. Being invited to join companies at the start of their crisis comms planning is the best part of our job.

If crisis comms planning is making you seriously nervous, let us help you move it off the to-do list.

Avoiding on camera confrontation. Advice for reception & security teams

How do you avoid on camera confrontation when cameras turn up unannounced?

Following a sharp rise in YouTubers and TikTokers turning up unannounced at client offices and sites – often trying to provoke reactions from unwitting staff, we’re increasingly asked for our advice on how to support teams on the ground.

Watch Abby explain our top tips for avoiding on camera confrontation.

How to avoid on camera confrontation

Crisis Communications Playbook

Crisis Communications Playbook

What do you do when you discover one of your employees has behaved inappropriately?
How do you respond when people challenge your business practices on social media?
What do you do when you get a customer complaint?
The list could go on.

Using experience and nous to assess and respond to live issues, based on the specific set of circumstances is absolutely the way to go in an emerging crisis.

Recently however, clients have asked us to compile a “playbook” of responses for the most frequent and reputationally damaging issues, after we’ve completed a reputational risk audit of their competitors and the wider sector.

A playbook is more than collating your “lines to take” or communications responses. Done well, this live document should become part of the Communications Team’s armoury with which you can effectively respond to issues as they develop. The playbook provides important insight such as :

  • stakeholders, reactions and patterns in their responses
  • social media activity including trends, keywords used and priority channels
  • topics which cause the most activity
  • duration of interest
  • key journalists
  • as well as the existing communications to help build a response

All too often the post-crisis sands of time slip away and soon the next issue is upon you. Taking time to stop and reflect on how you responded and what you can learn should be part of the ‘playbook’.

By taking a quick and thorough sweep of actions post-issue you will assess; did we get our message out there or are we just repeating the same old tired platitudes which don’t cut it with our customers / stakeholders.

Questions to ask post-event are:

  • did our last response achieve our objective
  • are our response times working
  • are the comms consistent with commitments made in the past
  • is now the time to review our corporate key messages to make them better reflect our current reality and after effects of an issue

Your playbook is the bible you refer to so the next time you’re challenged about the business, you approach it kitted up with knowledge from previous experiences as well as a starting form of words to use in response.

Background image by Joanna Kosinska , book composition by Studio JERO

Who’s checking your boss’s content?

Who is checking your boss's content?

The Chairman of Beattie Communications, Gordon Beattie, resigned last week for comments he made in a LinkedIn post. You can see the post for yourself below.

"We don't hire blacks, gays or Catholics" Gordon Beattie

His only defence was that his post was made with “the best of intent”. Others have called his comments insensitive, racist, homophobic, utterly unacceptable, and abhorrent. I don’t disagree with any of these descriptions.

The nature of the comments is one thing.

The language he used is offensive, outdated, and demonstrates how far removed this ‘PR juggernaut’ (as described in the media) is from the society in which we live today. The recent resignation of FA Chairman Greg Clarke for using similarly inappropriate language shows that Beattie’s ‘error’ is not an isolated incident.

But what this highlights is how even the most senior people in a business require external support; a second pair of eyes from someone outside the organisation provides the objective sense-check that can stop these incidents from happening, especially when communicating on such a sensitive issue. After all, it’s often difficult for staff to say no to senior figures in the business.

Beattie’s post brings to the fore another major issue in the industry – using provocation to gain likes, higher reach, and attention. Social networks are often fuelled by dissent, disagreement, and polarisation. Unfortunately, being provocative ‘works’ if all you want to do is reach a wider audience.

But it’s lazy practice and a cheap trick. It’s for people who have run out of ideas. It can be damaging, dangerous, and as Gordon Beattie is realising, can destroy reputations in an instant. He was clearly trying to be ‘clever’, but the provocative approach was all wrong. Instead of shining a light on an important issue, his lack of understanding of the platform, the nuance of messaging and the society in which we live, has been his undoing.

Featured Image by Steve Johnson

 

From COVID-19 Crisis → Business-As-Usual

From COVID-19 Crisis → Busines-As-Usual

As COVID-19 silently crept onto our shores you may have been in regular crisis meetings as the virus’ huge impact took hold. Now, you may well be moving from that heightened crisis state to living with the new “normal”, whatever that looks like for your organisation.

As we all bed into week 5 of the lockdown we thought we’d share some insights on how to adapt from crisis to business-as-usual with some suggested next steps and evidence from our client work.

Continue reading “From COVID-19 Crisis → Business-As-Usual”

Media & Presentation Training 2.0

Media and Presentation Training with Mangold Consultancy

As TV news anchors around the world set up studios in their homes with teleprompters, specialist lighting, makeup and HD broadcast cameras; interviewees must also up their game. “News” needs experts, spokespeople and human stories more than ever and the best people you will see and hear, the ones who get invited back, have received media & presentation training – even if they are speaking from a laptop in their living room. Continue reading “Media & Presentation Training 2.0”

How do you keep communicating when the crisis is never-ending?

Coronavirus - Crisis Communications

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?”

That Newsnight Interview – Think; Stop; Look and Listen; Wait; Look and Listen again; Arrive Alive

Pedestrians Wait - Photo by Matthew Feeney

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”

Doing the doorstep challenge – can you win when cameras arrive unannounced?

Doorstep Challenge

Most people over 30, remember the well-known washing powder ad, which challenged unsuspecting mums to a live clothes wash, to see whether the product delivered its ‘whiter than whites’ promise. This was a filmed doorstep where everyone was in on the gag. Viewers understood it was an advert, just as the at-home victim knew their kitchen would appear on national TV. Continue reading “Doing the doorstep challenge – can you win when cameras arrive unannounced?”

Are you prepared for a social media crisis? Here’s 7 tips you need

Social Media Crisis

We all know the feeling.

Your phone pings, then again… and again… something has happened.

Twitter is “blowing up” says the voice on the other end of the line. Five minutes later; “it’s all over Facebook”. The on-call Press Officer rings next; local media want a response to the hundreds of comments on Twitter.

So, what’s your next move?

If you’re asking this question now, it’s too late.

Continue reading “Are you prepared for a social media crisis? Here’s 7 tips you need”

Facebook: can I trust you again? A personal perspective.

Over the last 10 years my trust in Facebook has been eroded

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.”

Crisis communications support for SMEs

Crisis comms for SMEs

Crisis comms support – no longer just for the big boys

Thanks to new digital marketing techniques, it’s possible for SMEs to compete with global organisations when promoting their business. With a great creative idea and some smart execution, you can reach huge numbers of your target audience without needing any agency support whatsoever. Digital marketing agencies know this and have made their service packages more affordable and flexible as a result.

There is one area of communications where it’s not recommended to go ‘DIY’ however: crisis communications. And with many corporate communications specialists insisting upon pricey retainers to manage a business’s reputation, SMEs are locked out of access to that support. Continue reading “Crisis communications support for SMEs”

Kudos to my ex colleagues at BBC Watchdog

BMW

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”

Reputation management – where any business (big or small) should start from

Reputation Management Mangold Consultancy

Regardless of its size or influence, every business needs to establish and maintain a good reputation for the sake of its customers, employees and future existence. But if global superbrand Facebook struggles to manage it, what hope is there for smaller companies who don’t have millions to spend on corporate communications support and media training? Follow this starter guide to reputation management and a million pound budget won’t be necessary.
Continue reading “Reputation management – where any business (big or small) should start from”

Caught in the crossfire? Is a bad brand association risking your reputation?

Bad brand association

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?”

How NOT to give a statement: a lesson from the Russian poisoning story

A lesson from the Russian poisoning story

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”