Volkswagen: a long road to recovery

By Dominic Cockram

220px-Volkswagen_logo_2012.svgIt has certainly been a busy few days for the VW crisis management team. If they had a mature and practiced crisis preparedness capability in place then hopefully they will have been hard at work for some time now. Suggestions are that others did have some foresight that all was not well in the industry from the roadside test reports, so there may have been some early work going on.

But, in facing this potentially overwhelming corporate crisis, how should VW set about managing the crisis, identifying their priorities and ensuring their reputation recovery? Continue reading

HMV: Rogue employees and corporate communications in the digital age

hmv-logoBy Dominic Cockram

Concerned about hackers, protesters, weather disasters or even the threat of terrorist attack? You may want to look a bit closer to home. It is an established fact in crisis management circles that some of the biggest vulnerabilities an organisation faces come from its own staff. Whether that be a conspicuously hidden post-it note with log-in details to all the company accounts; opening a harmless looking email loaded with malware; or a disgruntled employee (or ex-employee) using company resources to tarnish a reputation.

Last week, HMV learnt this lesson the hard way when their Continue reading

The 8 1/2 Cs of Crisis Communications

CBy Dominic Cockram

Corporate Communications is a minefield, and never more so than in times of crisis – take a look at Toyota, G4S and Progressive Insurance to see just how wrong it can go. As experts in Crisis Management, we have seen many companies and clients experience the unpredictable current of crisis comms; here we share with you our top 8 (and a half!) ‘C’s to guide you through the storm.

  1. Be Clear – don’t confuse your audience with technical or legal jargon; be honest and transparent in what you are doing and why you are doing it
  2. Be Consistent – this is a core element of trust, confidence and credibility, so ensure that key messages are consistent across all media (traditional and social platforms) and internal comms Continue reading