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Reputation 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”

Do brands really need a “social purpose” to do good?

The researchers at professional services firm EY reveal four fifths (82%) of us believe a brand’s values must include a clear purpose. This purpose is critical in deciding whether or not we will buy from them.

The difficulty with this conclusion, and many like it, is that what people mean by purpose can be misunderstood, and such analysis can be overly simplistic and too easily miss a point. Continue reading “Do brands really need a “social purpose” to do good?”

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”

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”

New agency: making the case for business

Businesses are operating in a more hostile public environment than at any time in the last 40 years.

The collapse of trust in formal institutions.  The re-birth of socialism.  Popular support to nationalise many industries.  These are all taking their toll, often making business appear at odds with society. Continue reading “New agency: making the case for business”

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”

In defence of advertising value equivalents (AVEs)

The communications industry has long struggled to prove the value of its work.  In part, the answer must be to do more self-evidently valuable work, but making the case beyond that has often been haphazard. Continue reading “In defence of advertising value equivalents (AVEs)”

How communications might remain relevant

The PR and communication industry is struggling to remain relevant while other marketing disciplines are running rings around it.  Continue reading “How communications might remain relevant”

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.”

Thought leadership or lazy thinking?

Too often, thought leadership is quite the opposite. It is not thoughtful and it does not lead anything. Continue reading “Thought leadership or lazy thinking?”

Good evaluation means better work

Too often the idea of measuring effectiveness sends shivers down the spines of PR and comms people.  Everyone knows it is vital to commit to evaluation, but often it is complex, potentially expensive and can be just plain difficult. Continue reading “Good evaluation means better work”

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