Case studies

European Cruise Line

Client

European HQ of major cruise line with ships sailing across international waters to destinations worldwide.

Challenge

To set up a system to ensure prompt and proper management of any issue arising seaside and shoreside.

To disseminate best practice in crisis and issues management throughout the organisation.

To redesign the existing crisis preparedness plan to made it comprehensive, accessible and usable.

Solution

Redesigned crisis management procedures and defined the contingency plans necessary to support the key operations of the company (sailing, hotel services, tourist services, airplanes transfers, seaside/shoreside safety and security)

Designed and implemented a secure crisis management area on the company intranet to support the crisis management team

Trained the HQ crisis management team and other key departments

Trained the ships’ key crew positions

Installed a quarterly updating system for all crisis policies and contingency plans

Installed an ongoing system to monitor emerging risk issues

Contracted to provide expert guidance and support to the crisis team in live crisis situations (including major accidents with casualties and corresponding litigation)

Results

“State-of-the-art” crisis preparedness embedded throughout the company

Crisis management best practice successfully applied to deal with various incidents

Consultant retained to support company for a further eight years. Also requested to hold crisis management training session for the Italian Ship-owners Industry Association

Pan-European Energy Corporation

Client

Northern European energy producer, generating and distributing fossil fuel and nuclear power throughout the continent.

Challenge

To comprehensively assess and improve the company’s communication and crisis management processes, prior to an operational safety inspection from a regulatory body at a nuclear power station

To train internal and external-facing stakeholders in the roles they would play in the event of a serious operational incident

In general terms, to improve all crisis process and procedure in the event of a real incident

Solution

Designed and delivered a multi-stakeholder crisis simulation exercise – this was undertaken in collaboration with an appropriately qualified partner for the technical and procedural aspects of the incident

All role-plays developed for defined stakeholder groups and participants fully prepared e.g. media spokespeople, HR, Public Affairs

Diverse media used throughout to mimic a live situation e.g. telephone calls, radio reports, online news, ‘on-camera’ interviews etc

Detailed evaluation and recommendations designed to improve processes and contribute to the development of a corporate crisis communications plan

Results

Processes adjusted accordingly to meet anticipated regulatory requirements

Contributed fully to successful regulatory inspection – crisis protocols praised by inspection bodies

Raised confidence and ability in all participants by improvement in; attribution and distribution of roles and tasks; information flows, logistical arrangements and other supporting resources e.g. crisis control centre facilities

Provided valuable data and insight in support of new corporate crisis communications plan

Raised confidence levels within company to protect its reputation in the event of a real incident

Baby Products Manufacturer

Client

Leading European manufacturer of baby products with affiliates and markets in the EU and overseas. Market leader in several countries.

Challenge

To protect the company’s reputation in the wake of claims that polycarbonate (PC) baby’s bottles could release a decomposed by product causing hormonal damage

To achieve the above by proactively addressing fears felt by mothers and other stakeholder groups

To reduce misconception and poor understanding of the issues by translating technical issues into simple language

To protect the whole PC bottle manufacturing industry as far as reasonably practicable from a pan-company ‘meltdown’

Solution

Instigated media monitoring in all countries with daily reporting

Monitored the activities of consumer organisations and pressure groups

Liaised and briefed relevant regulatory authorities to ensure full awareness of impending issues

Production of detailed Q & A for company spokespersons

Delivery of media training for external spokespeople - Drafting of holding statements for the media (trade and consumer media)

Preparation and distribution of White Papers for each country’s affiliates and retailers

Drafting of issue-related holding statements for consumers and initiation of toll free consumer hotlines in key markets

Results

The issue remained relatively singular and the client company’s operation and production survived unscathed – similarly there was no measurable impact on the wider bottle manufacturing industry

Whilst not having to deploy all of the materials and processes developed, the client company derived considerable confidence in their greater preparedness

Toiletries Manufacturer

Client

Manufacturer of men’s and women’s toiletry products. Market leader in multiple international markets.

Challenge

To maintain the client company’s reputation amidst false claims and accusations that they engage in animal testing as part of their product development programme.

Anticipate, monitor and respond to activities by animal rights organisations, who may potentially cause harm to company’s business and staff members.

Solution

Developed ‘communications bible’ on animal welfare, including; review of current animal rights activity, tactics employed by activist groups, analysis of international animal rights groups, outline of staff procedures, approved response statements and Q&As.

Carried out monitoring and analysis of media for animal rights activity; monitoring of the Internet and news groups.

Provided rapid response to all media stories, pointing out factual inaccuracies.

Media training provided for spokespeople including a range of mini crisis simulation exercises.

Results

Improved key message delivery in media interviews through training spokespeople.

Greater share of voice and accurate reporting through stronger press statements.

Rapid response to negative coverage.

Reputation maintained with consumers and other relevant stakeholder parties