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The social media crisis showdown: O2 vs Progressive Insurance
Last week we shared our top tips for preparing your social media for crisis response. This week we take a look at two recent corporate crises and how they approached social media as part of their...
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Has social media changed strategic-level crisis response? Part One
By Sarah Nicholas Part 1 – No Social media may have changed the nature of crises, and the speed required for a successful crisis response – but has the advent of Twitter and co. really changed the key...
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Has social media changed strategic-level crisis response? Part Two
By Dominic Cockram Part 2 – Yes After reading Sarah’s response to this question earlier this week, I have to disagree with her conclusions. I think that social media has changed many aspects of a...
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Crisis Lesson #1 – Enabling Strategic Thinking
By Dominic Cockram Over the years, Steelhenge has witnessed board-level crisis responses from a large number of organisations in greatly varying sectors and geographic locations. There are certain key...
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Crisis Lesson #2 – Achieving Situational Awareness
By Dominic Cockram Achieving awareness of the situation in the highly confused aftermath of an incident is one of the toughest challenges a board-level crisis response team will face; our second...
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Crisis Lesson #3 – Communication Integration
By Dominic Cockram Our recent blog posts on the crises faced at NatWest, Ulster Bank, O2 and Progressive Insurance highlighted just how important communications can be during and after a crisis. In a...
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Soft skills for hard realities: the personality traits of successful crisis...
By Dr Claudia van den Heuvel The ability to respond effectively in a crisis requires strategic, decision-making, leadership and thinking skills very different from those applied in a normal working...
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Six Steps to Controlling a Crisis
By Dominic Cockram Crisis hits, routines go out the window, everyone runs around … so when can you say that you are in command of the situation? Doesn’t ‘crisis’ automatically mean an intense period...
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Soft skills in the crisis management environment
By Dominic Cockram A colleague and I delivered a presentation recently at the City Security and Resilience Networks (CSARN) conference on Crisis Leadership. It was based around much of the work we have...
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Lessons learned – or are they?
By Katie Collison A key theme to emerge from the 2013 Crisis Management Conference held in London in May this year was post crisis learning. The distinguished panel of speakers from the UK Cabinet...
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Crisis Management Planning 101: Learning from Asiana’s Mistakes
By Isobel Nicholas South Korea’s Asiana Airlines was roundly criticised in the aftermath of its response to the crash of Flight 214 on Sunday 6th July 2013 at San Francisco airport, inflicting severe...
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Situational Awareness – supporting the CEO’s critical decision-making in a...
By Dominic Cockram This blog is the second in a series that looks at the challenges of managing information in a crisis and how to ensure the top team gets the information it needs. The first looked at...
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Launch of BS 11200 – the new British Standard for Crisis Management
In May this year, the Cabinet Office and BSI published BS 11200 – the new British Standard for Crisis Management – Guidance and Good Practice. Its official launch will be on 18th September in London....
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