Crisis management
The way a crisis is managed determines the future of a brand, a whole organisation even. Make a mistake at that time, and a reputation built up over decades, can be destroyed in seconds. Get it right and that reputation can be protected, enhanced even. So getting the best advice in crisis prevention, preparation and management is critical. Insignia’s team of crisis specialists have the expertise to deliver this.
Crisis prevention and preparation
Research conducted by The University of Sheffield, shows that effective preparation not only provides the necessary crisis handling tools to successfully manage an incident, but also reduces the likelihood of a crisis happening in the first place. That’s because the preparation process identifies and addresses existing flaws, encourages early warning of crisis potential and provides tools to halt the crisis incubation process.
Insignia offers the full range of expertise and proven methodology to enhance your crisis preparedness. Our approach includes:
- crisis capability audit – a diagnostic tool to benchmark existing crisis management processes, plans and culture against best practice
- reputational risk assessment – an analysis of the potential risks faced by an organisation, their likelihood and impact
- crisis management infrastructure – a set of processes, procedures and plans to help manage crises effectively
- crisis management and media training – a range of training modules to ensure that people – from receptionists to company spokespeople – have the skills they need to succeed in a crisis
- crisis simulations – realistic rehearsals of the crisis plan to ensure that people and processes work effectively in practice
Thorough crisis prevention and preparation is the single biggest factor in protecting your reputation in the event of an incident: Insignia can ensure that this process meets world class standards.
Case study
In the aftermath of a terrorist incident, this global travel and leisure company knew that the time had arrived to review and enhance its crisis communication capability. Insignia’s Jonathan Hemus was assigned to the project and began by auditing existing processes, plans and resources. The key out-take was that plans needed to be simpler, clearer and more easily actionable in the event of a crisis. So, a new streamlined process was devised , supported by communications materials to fill the information vacuum in the event of a major incident. But plans don’t manage crises, people do. To reflect this, Jonathan ran two day workshops at regional meetings around the world, to brief in the new process, run a mini-simulation and train executives who would have to face the media in the event of a live crisis. Most of the people trained on the new process have not yet had to put their skills into practice for real – but the company can be confident that if they do, they are well prepared to manage the crisis effectively and protect their reputation.
Crisis handling/counsel
However good the preparation, no organisation can eliminate the possibility of a crisis. With heightened concerns about safety and quality, criminal and terrorist threats, an increasingly litigious world, wall to wall media, and savvy, well-connected stakeholders, even the best organisations are vulnerable to crisis. So, being seen to manage a crisis well is essential. When an organisation or brand is on the line, you can put your trust in Insignia’s specialists who have successfully handled countless crises including product recalls, food contamination, environmental incidents, accidents, Office of Fair Trading enquiries, criminal acts and animal rights among others.
By appointing Insignia you can call on our expertise and resources to:
- help devise your crisis management strategy
- develop key messages
- develop your crisis communication materials – from internal memos and instructions for your receptionist to external holding statements, news releases and Q&As.
- produce material and technical support for on-line content
- manage the media
- coach spokespeople
- provide press office support
- deliver media/on-line monitoring
- manage third parties if required e.g. call centres, design agencies etc
A crisis presents a major test for any organisation: Insignia’s crisis specialists can help you pass this test with your reputation intact.
Case study
When this car manufacturer found itself confronted by rumours of new and damaging regulations from the Department of Transport, the last thing they needed was a second simultaneous crisis. So when Jeremy Clarkson and co from Top Gear ran a high profile expose on safety fears about one of the company’s vehicles, the wave of negative coverage from the national media threatened to overwhelm the company and destroy its reputation. A phone call to Jonathan Hemus, Insignia’s founder, triggered the beginning of the fightback. A swift but thorough analysis of the situation, the critical stakeholders and the objectives for crisis management quickly led to an actionable crisis management strategy. Whilst media relations played a part in this, just as important was mobilising current owners as allies and, crucially, reassuring people who had placed orders but not yet received their vehicle. Jonathan and his team prepared materials, coached spokespeople and provided on-going counsel to the CEO as the situation developed. Within a week, the worst of it was over, and through pro-active and credible communication, just one prospective owner had cancelled their order. The reputation – and commercial viability of the business – had been preserved.
Issues management Communicating through corporate change Communication and media training Online reputation management