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The 9 features of an effective apology

The 9 features of an effective apology

It’s not easy to apologise. People often find ‘sorry’ to be the hardest word to say so you can understand why brands might struggle. But corporate apologies are being issued with increasing regularity. If we l ...

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How to handle the 'guarantee' question

How to handle the 'guarantee' question

There’s a tricky question that tends to come up in media interviews during crisis media management incidents. You’ve probably heard it before - it is the one where a journalist will ask the spokesperson to ‘gu ...

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Why this was a great apology

Why this was a great apology

Brand apologies can be tricky. All too often we see organisations issue apologies which lack sincerity, sound robotic, attempt to shift blame and have so many conditions applied to them you wonder if they are ...

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Crisis lessons from the 'white saviour' row

Crisis lessons from the 'white saviour' row

When we think of crisis media management incidents we tend to recall those which have embroiled some of the world’s biggest brands. But, as anyone who has been on one of our crisis media management courses wil ...

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