Crisis management has been centre stage recently with the incident of a passenger being forcibly removed by aviation security officers from a United Airlines flight, with the incident filmed on mobiles.
Handling a communications crisis in an age where news travels in seconds is complicated.
The need for truth
Authenticity is key. A brand needs to be clear about its stance, goals and messaging, but what else should be considered when looking to put together a crisis management strategy?
Treat your customers well, as Stephen Waddington notes in response to the United Airlines fiasco. Do everything you can to avoid a crisis. Put your customers first. Be honest, authentic and appropriate.
Plan and have a clear strategy for dealing with a crisis. Model different scenarios, know who will respond and how. Know who won’t respond. Clarity and guidance are key.
There is a need to react and adapt instantly as events evolve. Have intelligence on your stakeholders. Know which are likely to respond with positive comment and monitor these who could be negative.
When dealing with any communications crisis, what sets you apart is how you plan and react to the situation, your crisis management skills and subsequent communication strategy.
A company or spokesperson should be available to comment, communicate often, be transparent, and honest. Mistakes occur but ensuring they are dealt with promptly and efficiently makes the difference.
At brookscomm we have over 20 years of PR & marketing expertise and a proven track record of success in crisis management. We can help you in a crisis or boost your business so call us on 01483 537 890 or email email@example.com
After what they describe as a whirlwind few months, Jo and Nirvana have successfully completed the Chartered Institute of Public Relations continuous development scheme, or, CIPR CPD scheme as it is better known, and achieved 60 CPD points each! With technology innovations impacting the business world, PR and Marketing is constantly evolving as a service. Therefore, it is vitally important that we keep up to date with new thinking and best practice, so that we consistently deliver the best service to our clients. It is also really important to us all personally that we expand our knowledge and stay curious.
However, this is challenging. The CPD scheme involves a commitment to hours of learning on top of serving our clients and it was quite right that we celebrated Jo and Nirvana’s success and the efforts they had put into this.
We have been reflecting on the importance of the CIPR, and this learning scheme. CPD provides us with the opportunity to constantly learn, develop, achieve new skill-sets and to effectively put theory into practice.
I asked Jo and Nirvana why they took part in continuous development and what they gained from it…
Never Stop Learning
We believe that it is vital to ‘never stop learning’ and, especially in PR and marketing, the landscape is forever changing and evolving. Whether it’s the latest social media updates, the emergence of digital marketing or the sudden rise of bloggers and influencers; there are always new developments, changes in legislation that impacts advertising protocol and best practice to perfect.
Jo talks about,
Having an outlet such as the CIPR, CIM or any other governing body with webinars, recommended readings and workshops, with the flexibility to learn at your own pace, and refer back to a topic or aspect, is beneficial in so many ways. It certainly helps boost staff moral as they feel empowered to learn, and it pushes them to be the best version of themselves, in an environment that nurtures and promotes continual learning and development.
Learn, Do, Review: Theory into Practice
Newest team member to brookscomm Nirvana also comments, “It’s fantastic to have the opportunity to be a member of the CIPR. I strive to be on top of PR and marketing trends and to have the ongoing educational support of CIPR, along with a strategic and forward-thinking manager and mentor to help with guidance and provide useful advice, is so refreshing. I learn best utilising a variety of approaches so I find the various methods of online learning, reading and then being able to construct, receive feedback on and then distribute press releases, for example, is incredibly useful.”
Joining the team last summer, Jo has found the combination of a manager who believes in investing in their people, together with the accessibility of the CIPR CPD programme, to be a great platform for development. Jo says she learns best when supported and encouraged, and given the right tools and environment, results in knowledge gained being converted into useful practice.
I myself am a huge supporter of continuous learning and development. I have completed 12 years of the CPD scheme. It helped me achieve my PR and my Internal Communications Diplomas and gave me the confidence to become a Chartered Practitioner. The development of our team has always been an integral part of meeting our clients evolving needs over the years and ultimately to running a successful business. The learning and development of current and previous team members have significantly contributed to our 21 years of success. We are lucky to be part of the CIPR and to have access to the CPD scheme which makes this vital learning more varied and more accessible to all. So – be curious! – And as Nirvana says – never stop learning!
You can read my thoughts on CPD in the CIPR interview here.
You and your team have worked hard. Maybe you’ve pulled off a great launch event, gone above and beyond to provide exceptional results for your clients or produced an exciting new product. But who will know about your great efforts unless you tell the world! Also, recent surveys have demonstrated that more than 80% of senior business people and more than 70% of consumers admit to being influenced by awards when buying products and services.
Fantastic results deserve recognition and that’s exactly why you should consider entering your company into awards in your sector.
Will it benefit you? Yes. Regardless of winning, just being shortlisted is great exposure for you and your brand.It’s also a chance to receive feedback on which to improve.
An award endorses your company’s service or product offering within your business community and demonstrates you as a leader in that sector, keeping you ahead of your competitors, which no doubt will boost sales and enquirers.
The excitement of winning, or even being shortlisted for an award, rewards your team’s efforts, improving morale, incentivising hard work and offers a great opportunity to capitalise on that accolade by drawing the media’s attention to your company.
And let’s face it, who doesn’t love winning?
However, there is a lot of background work to securing your place for an award.
In depth research into the competition entry, i.e. Best UK Tech Innovation, your competitors, judges and planning are essential components to being successful. Quality is paramount and therefore it’s important to be selective and realistic in choosing which awards to enter.Writing the entry requires hard work and skill, you need to really do your homework to impress the judges who are experts in their area. We’ll be elaborating on our Top Tips for entering awards so watch this space…
We have a proven track record with entering awards – contact us and we will be happy to detail how we have achieved this. Find out how we can help you raise your profile.
Call us on 01483 537890 or, alternatively, email us firstname.lastname@example.org and we can help you receive the recognition you deserve and successfully enter awards that will boost your business.