Case study: Critical Communication

Background 
Perhaps now more than ever reputation management has to be a core part of every organisations’ communications strategy. Most businesses are exposed to reputational risk most of the time. It comes with the territory. However, these days a minor operational issue can quickly escalate into a reputational crisis thanks to today’s dynamic media framework and kinetic public protest groups. 

Crisis communications
Keeble Brown is retained by a number of client’s to provide a watching brief on the trends and issues that have the potential to upset their operations, damage their reputation or jeopardise important stakeholder relations, including with customers, employees, suppliers, partners and other organisations and individuals such as politicians and regulators. 

We work with our clients to devise a robust protocol. Liaison with board-level directors and the senior management team as appropriate, our directors ensure the protocol is kept up to date, ready to be deployed at short notice.  

Extensive and well-practiced experience 
Our directors have considerable first-hand experience dealing with potentially overwhelming reputational issues. This allows important insights and sensible, measured responses. While the best laid plans can fail on contact with the facts on the ground, experience and insight can often help avoid critical situations from arising. 

On occasion, Keeble Brown is tasked with providing full-service critical communication support.  Our clients have been able to reply on Keeble Brown for sage advice, constructive criticism and well-crafted statements, able to stand up to the most arduous and unfriendly interrogation as well as reassure key stakeholders. 

Our priority is our clients’ best interest
We never forget that when issues become critical, the challenge is to remedy the situation. Grandstanding is not the same as being seen to do the right thing. Especially as, in many circumstances, the ‘right thing’ is simply getting the job done properly. 

Discretion 
We do not discuss specific work or reveal identifying details. 

In general terms, assignments have helped reduce reputational damage or managed critical risks in relation to industrial relations, public tragedy, health and safety, organised crime, high-profile criticism, protests and public occupation.