This week on our online reputation management blog, we cross the pond to talk to Alan Stevens, a UK-based expert on building and protecting reputations around the globe. His international clients include high-profile individuals, hotels and technology companies. He is an international speaker across both traditional and social media, and the author of several books on media and reputation.
What is crisis communications?
The ability to craft and deliver a message which conveys your reaction to a crisis, in terms of your feelings, responses and basic humanity. It positions you as the central source of information, reassures stakeholders, and provides you with time to analyze the situation.
What are the biggest mistakes you see people and companies make when dealing with the media?
The main mistake is not being responsive early enough. News abhors a vacuum, and other sources will come in to fill the news void. They may be critical of your non-response or your perceived negligence, which immediately puts you in a defensive position. Another mistake is to speculate about the cause of a crisis before you are certain. You may think you are being helpful, but if you are wrong, you make the crisis worse. [Read more…]