Tag: Crisis media

How to protect reputation – what we can learn from 2018

2018 was remarkable for the sheer number of major brands that faced reputational crises and faltered.  To mention just a few:  Facebook (data breaches); H&M (advert causes offence); Oxfam (sex scandal in Haiti); TSB (IT failure); Gatwick Airport (drones); Pret A Manger (fatal allergy), Ryanair (passenger footage of alleged racist incident).  In every case, crisis media training would have prevented

Ignoring the question – a dangerous interview strategy

If interviews with politicians leave you shouting at the radio or the telly, or even switching off altogether, you’re not alone.  Cabinet ministers, backbenchers, local councillors and party leaders are frequently criticised and mocked for not answering questions yet they persist in making this serious mistake.  These politicians have usually had no professional media training or, even worse, bad media

What all brands should learn from TSB’s self-inflicted reputational damage

The tragedy of TSB’s botched IT upgrade is that the bank has made things far worse for itself by handling the situation so badly.  The Daily Mail headline “Totally Shambolic Bank” summed up the situation for tens of thousands of customers who, two weeks on, continue to complain that they can’t access their bank accounts.  Ironically, TSB’s communication has been