We all enjoy spreading the good news, but what happens if your business reputation is at risk? What communications tools do you have to help you through a crisis situation? How do you handle critical media enquiries or complaints from customers? How can you achieve a positive outcome?
‘There's no such thing as negative publicity’ is a hackneyed saying and in the modern world of internet and instant messaging, one which is nearly always untrue, especially in business.
If you or your company is being publicly criticised by customers, media, blogs or industry commentators, you do need to act quickly and put a plan in place to mitigate negative coverage. There is a real knack to knowing how, when and where to respond without inflaming the issue further.
I have extensive experience in handling media enquiries on sensitive issues and helping to outline and communicate business decisions and policy. Working in-house or as a consultant, I act as a facilitator between business and the media, fielding calls, referring and consulting with senior management figures and managing the organisation of subsequent interviews and responses.
Occasionally, it is expedient to provide a dedicated press office function to respond to incoming media enquiries on behalf of clients, covering staff absences, handling one-off launches and announcements or managing a crisis.