Near-perfect response to major reputation risk: crisis planning and simulation

Written by The BlueChip Team | Oct 28, 2015 2:05:03 PM

Our client, a well-known brand, faced a major reputation risk due to criminal activity by a staff member. BlueChip undertook crisis communication planning and a highly realistic simulation, prior to the issue becoming public, to test the communication management plan and leadership team. Our client’s goals were clear: minimise brand damage and decrease the possibility of adverse regulator action. BlueChip worked with the CEO and Chief Legal Counsel to:

Create, test and refine the crisis communication plan and all materials
Prepare messages and spokespeople
Run a half-day intensive crisis simulation – hybrid ‘live’ and ‘desktop’

Results

‘Day One’ of the real incident was handled with confidence, with ‘first hour’ responses provided quickly and in line with the plan
Media coverage and stakeholder responses did not feature negative commentary of the brand or its reputation
No further regulator action

“The simulation ensured that on the day of the first announcement we got the first hour as right as we could have. It also challenged us on so much of our preparation to ensure that we were able to meet our goals with regards to this potentially reputation damaging event”

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