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Crisis management

Meaningful apologies matter

This article first appeared in the August 2018 edition of CorpComms Magazine

The Apology Clause campaign (www.apologyclause.com) aims to make it easier for businesses to behave with compassion when things go wrong, and so to help victims have better recoveries.

Here we look at what is behind the campaign, and why it is important for professional communicators charged with protecting corporate reputation. Continue reading “Meaningful apologies matter”

Saying sorry can be a good business decision

This article first appeared in The Brief, the specialist law pages of The Times.

It argues that while it is often easy to see why lawyers’ first instinct is to be cautious, there are times when embracing the apology clause would serve their clients better. Continue reading “Saying sorry can be a good business decision”

Please support the Apology Clause campaign

This blog first appeared on PRMoment, outlining the need for the campaign, to make it easier for people to recover after traumatic or damaging incidents, and so that businesses can do the right thing when things have gone wrong.

The fear that businesses have that there may be legal ramifications to doing the right thing is often an issue for the communications advisers whose role is to try and protect their clients’ reputation when a crisis strikes. Continue reading “Please support the Apology Clause campaign”

Sorry needn’t be the hardest word to say

The blog below originally ran on Reaction, to make the case for the Apology Clause campaign which, together with a couple of others, we have conceived and will run on a pro bono basis.

The campaign is to make it easier for businesses to behave with compassion when things go wrong, and thus for victims to have better recoveries. Continue reading “Sorry needn’t be the hardest word to say”

Apology Clause campaign launched so business can be compassionate

The Apology Clause campaign has launched this week.  It aims to make it easier for businesses to behave with compassion, instead of fearing the law, and for victims to get apologies they deserve, so helping their recovery. Continue reading “Apology Clause campaign launched so business can be compassionate”

Beating its customer may not affect United’s reputation

We’ve all been horrified by the sight of United Airline’s passenger, beaten and bloodied, being dragged from his seat.  But for the grace of God, that could have been any one of us. Continue reading “Beating its customer may not affect United’s reputation”

Hollywood buck passing is so unseemly

You shouldn’t humiliate your own people

There’s a derogatory expression for people who are a little too keen on other people’s hospitality. They “would turn up for the opening of an envelope”, it is said of them. Continue reading “Hollywood buck passing is so unseemly”

A little humility (or realism), please.

The communications industry should temper its view of where it fits in the world. Too often PRs rush into a crisis with missionary zeal. If only the communications had been better all the drama could have been avoided, they say. Continue reading “A little humility (or realism), please.”

Sorry? The lawyers may not be entirely wrong

The media like to knock someone when they are down and Thomas Cook is in the dock again. Castigated for having let the lawyers rule the roost. Continue reading “Sorry? The lawyers may not be entirely wrong”

Apologies matter

This first appeared in CorpComms, November/December 2013

Sorry shouldn’t be the last thing you say in a crisis

1.     Don’t be afraid of saying sorry. In recent years we’ve seen a near epidemic of corporate and institutional scandals.  It has been remarkable how difficult it has been for businesses simply to say they are sorry when things go awry. If things go wrong, don’t be afraid of apologising Continue reading “Apologies matter”

The payday lenders we love to hate

This first ran in the Huffington Post.

The payday lenders are front and central once again.  After his assault on the energy companies Ed Miliband has switched his attention to another group with few friends and declared tax war on payday lenders.

Wonga is at times a little like an embarrassing relative.  It can make us cringe but secretly perhaps we’re all glad it’s there. Continue reading “The payday lenders we love to hate”

Food contamination: why everyone will get away with it

This first ran here in the Huffington Post.

The news broke this week that that water buffalo has been found in South African meat. It is pretty clear that what we think we are eating is never what it seems, and perhaps it never has been. Continue reading “Food contamination: why everyone will get away with it”

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