A public relations (PR) crisis can cause irreparable damage to the reputation of a business. There are many scenarios that can occur, whether you’re a large corporation, individual or multi-national organisation. We specialise in mitigating risk for you and your business and providing an on-demand crisis and reputation support solution that’s discrete, effective and professional. Our insurance policy means that you and your business are prepared for any eventuality and can continue business as usual.
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Not sure a public relations insurance policy is for you? Here are just some examples where our team of experts can support you.
Poorly planned marketing
Marketing and PR are essential requirements to help grow your business. Sometimes your marketing efforts can backfire – even if you had the best intentions and never anticipated it becoming an issue. Whether it is a mis-use of terminology, a Freudian slip over social media or simply an image that has been taken out of context.
For example, high-street fashion store H&M came under fire in January, when the company released an advert featuring a young black boy wearing a hoodie that featured the phrase, “Coolest Monkey in the Jungle.” The media covered the issue extensively and quickly found that this wasn’t H&M’s first incident. The PR and media backlash were extensive and detrimental to the brand’s reputation.
In many cases their business reputation did bounce back after an initial plunge in sales and reputation. However, it can take expensive compensation packages and extensive resource to resolve the situation.
Our top tips during a product recall are simple.
Product recalls can be a large drain of resource for your in-house communications teams. Ensuring your crisis and reputation policy and plan is being executed in conjunction with the situation can be a concern as well. Working with a specialist team who can act immediately and action that process for you is imperative to reduce reputational impact, avoid injuries or accidents with customers and ensure you have reached your core demographic and their network instantaneously.
Fashion store Primark had to recall three types of their men’s flip-flops containing dangerous levels of a cancer-causing chemical last year. Primark came across really prepared and were quick to make their announcement. The interesting thing about the incident is that neither the information on the corporate website or the media statement says what the issue was. A better approach would have been to be open and clear about what the chemical is and what the risks are to customers. Being transparent and demonstrating action is a key part of responding to a product recall and shows that an organisation is taking the situation seriously.
Does your brand operate in high-risk territories? When a brand or business must travel to various parts of the world there is always an extensive risk assessment put in place to ensure the safety of employees and guests and what to do if there were an incident. But in those plans have you thought about your media relationships? How would you communicate your side of the story, and how can you showcase to the public and those affected what you are doing to rectify the situation? That’s where a clear crisis communications strategy comes into its own and experts on hand to deal with your situation 24/7.
Injuries and accidents
One possible issue that could develop and become a major PR crisis is if your products cause injury or illness to your customers or an employee, or if a contractor has a detrimental accident on your watch.
For example, in these types of scenarios reactions to issues can range from customers complaining to friends and family about your business, taking to social media and forums to raise their concerns to severe reactions, such as seeking legal action to reimburse medical costs or to receive compensation for their discomfort.
In these cases, it is imperative to demonstrate steps are being taken to resolve the situation, prevent any future problems, and of course negate some reputation damage.
The introduction of the GDPR legislation in May 2018 has made some businesses across the UK nervous of the impact on their business if there were a breach. Not just monetary issues can occur, but the risk and damage a data breach can cause to the reputation of a business.
That was the case for BT who were fined £77,000 by the ICO. Between December 2015 and November 2016 BT sent 4.9 million emails about its fundraising platform My Donate, Giving Tuesday and Stand up to Cancer. The ICO said that these communications were marketing, rather than messaging, and BT did not have consent to send them.
Handling customer feedback and inquiries and monitoring the ‘noise’ of the incident on social and in the media can be difficult. Our specialist crisis social team can work alongside your in-house teams to rectify the situation, whilst our PR specialists help you deal with media inquiries and publishing statements to those effected.
All smart businesses plan, and crisis management is no different; prevention is better than cure. We deploy a suite of services to manage and maintain your crisis and reputation. Contact us today to find out how we can work with you and your business.
As you’ve probably heard, FIFA is in a bit of a state. However, amid the corruption and scandals, there has been one gem of positive news to emerge in the past few days, women teams will be included in FIFA 16!
This autumn, gamers will be able to play as 12 international female teams. This is just the beginning too with a wide collection of player’s stats being collated as we speak. Domestic leagues are not far away.
The first question on many people’s lips is why has this taken so long? One simple answer would be to suggest the gross institutionalised misogynism at FIFA and other national governing bodies. This would be fairly accurate, considering FIFA’s soon to be dethroned president Sepp Blatter has suggested women’s football would be more popular if they wore shorter skirts.
Even in the UK, it’s not been too long since Andy Gray’s dismissal for making offside jokes at the expense of a female official. At first glance, it would be easy to suggest the sport will only succeed once the sport is taken seriously and this isn’t untrue. The first step is to give women every opportunity that the male version has and that’s where the problem has arisen.
The sport at present fails to draw the crowds of men’s matches. This results in a lack of sponsorship, TV rights and funding. Without the funding, the majority of female footballers can only ever become semi-pro and thus cannot reach their potential. In perspective, most conference teams (5th Division) are fully professional. Without this funding, awareness of the sport cannot be raised and therefore women will continue to struggle to balance a full-time job with their footballing career.
Although it’s early stages, the FIFA inclusion has the potential to be one of the best things to happen to the women’s football. People have downplayed how significant the addition is, which is a mistake. At present, FIFA is one of biggest sport franchises on the planet, shifting 2.6 million copies in the UK last year alone. These gamers are ready-made football fans, no conversion from another sport needed. All they need is a push the right direction. With the introduction of just a few teams, each team will gain a colossal boost in awareness from the regular gamers. Once they find favourite players amongst the teams (and they will), the demand for television rights and match tickets are certain to rocket. The time is now to invest.
The sport has already gone a long way in the past few years. Since their impressive Olympic performances the women’s team, led by Manchester City’s captain Steph Houghton, the sport has never been more popular. With additional exposure, the brand of women’s football is set to increase phenomenally, with the potential to grow even more when the domestic leagues are introduced.
Scandal, scandal, scandal. Security breaches, data hoarding and ethical ambiguity – if the likes of Apple, Snapchat and Sony are anything to go by in terms of trust in technology, they certainly didn’t do SMEs and entrepreneurs any favours in 2014.
Last week, a report highlighted that Brits’ trust in technology had substantially dipped in the last year. Consumer electronics and telecoms, in particular, both took a tumble, and now, as other countries enthusiastically steam ahead with innovation, Brits’ trust (or lack thereof) in tech is significantly impeding our progression towards a connected future.
So what can tech companies do to reassure British consumers? Here are our top three tips to inspire, maintain, or, in some cases, rebuild trust in your tech brand.
Data and Security
After numerous high profile data hacks and security breaches in 2014, consumers are understandably concerned about how their details are mined, managed and manipulated. For tech brands, ensuring you are plain and transparent with your use, storage and trading of data is vital to allay the fears stoked by these incidents and strengthen that all-important consumer trust.
Only a couple of months ago, MPs on the Commons Science and Technology Select Committee were compelled to call for new guidelines for apps and websites, requiring them to explain clearly their use of personal data. Increasingly, regulation is making it difficult for technology to evolve, so instead of waiting for more guidelines and possibly laws to be introduced, why not prove to society that tech brands can be responsible, transparent and effectively self-regulate? As Andrew Miller, chair of the committee, noted: “Socially responsible companies wouldn’t want to bamboozle their users”.
Quality and Safety
Technology as a topic can often seem inaccessible – after all, there’s a lot of jargon and few people understand how software and hardware is actually built. So when there are rapid developments, it almost appears too good to be true, leaving some sceptical and mistrusting consumers questioning the validity of research and the quality of the design of a product.
In fact, nearly half of UK consumers believe that innovation is happening too quickly – but then, it’s not in the best interests of tech developers to slam on the brakes. Instead, it’s vital that tech companies address these concerns directly, by allowing people to trial and test their capabilities. Demonstrating quality by offering your product for high profile reviews is a good way of gaining advocacy from trusted, independent parties.
Positioning your company as experts in a relevant field – through thought leadership pieces and interviews – will also reassure consumers that the same intelligence and conscientiousness has been baked into your product or service.
Perhaps one of the most surprising snippets to come out of the mammoth Consumer Electronics Show 2015 earlier this month was an admission from Gary Shapiro, CEO of the event. He acknowledged that over-reliance on digital products is a “Natural trend that people are talking about”, and that he believes in the good of “everything, in reason.”
A digital detox, it seems, may well be on the horizon – and tech companies must be prepared. Consumers mistrust products and brands that serve no true purpose, or that bombard them with so many that they can’t discern what the product is really for. So decide what problem you want to solve and where your niche lies, instead of trying to be a jack-of-all-trades. Less is more – or, in the immortal words of Coco Chanel, “before you leave the house, look in the mirror and remove one accessory.”
In your communications, tech brands should ensure that the value your product adds to the market is conveyed clearly and consistently. If consumers can see how your product will save them time, bring them new information or simply entertain them, trust in your brand will strengthen. That one must-have feature of your offering should shine through: purpose over puff.
As we move forward into 2015, it seems that innovation is no longer enough. Trust in your tech brand must be built upon a foundation of transparency, independent advocacy and clear communications – only then will Brits embrace the advances you have nurtured. How will trust in your brand fare this year?
There is no greater hindrance to business success than complacency. One minute things are going well, the next you’re facing a public crisis – just ask Brendan Eich.
It was today announced that the Mozilla chief executive would step down from his position after public outrage at his support of a California bill to ban gay marriage. In addition, he also resigned from his seat on the board of the non-profit foundation which owns the company.
Last week three members of the Mozilla board resigned after Mr Eich was promoted – it’s safe to say he’s had a nightmare fortnight.
So how did Mr Eich get to this unenviable outcome? Simply due to the weight of public outrage at his personal views on whether people of the same sex should be allowed to marry.
With growing transparency amongst businesses, the people who run them, and the public, facilitated by an extraordinary rise in the popularity of social media, it has never been more important for companies to stand for something real – something people can get behind. Mozilla do this well and for many have been viewed as the good guys, waging war on the corporate behemoth that is Internet Explorer. A fun, inclusive company which champions service and enjoyment – and certainly not one at which a CEO would have prejudice views on who should and shouldn’t be allowed to marry.
Modern business PR is all about delivering a clear, consistent and believable message so whilst a company can do one thing, if a senior employee does the opposite this disconnect is leapt upon in a second and in short you can be thrown to the wolves. In this case, Mr Eich’s comments were the equivalent of a Greenpeace representative supporting a bill for lessened regulation on seal clubbing.
All companies, regardless of size need to continually reinforce the importance of a united front and message to all of their employees, particularly visible senior ones otherwise a brand image which has been carefully crafted over a number of years can come tumbling down in one speech, one tweet, five seconds.
The company did the right thing to distance itself from his stance, exposing it as a rogue view rather than a company one, however as they conceded, ‘We know why people are hurt and angry, and they are right: it’s because we haven’t stayed true to ourselves. We didn’t move fast enough to engage with people once the controversy started. We’re sorry. We must do better.’
Politicians are regularly told to tow the party line and perhaps Mr Eich should’ve done the same at Mozilla rather than letting his personal views cost him his job and Mozilla some of their credibility.