Staff training for data protection
28 January 2019 by Tim Lloyd
Data. Protection. Privacy. Regulation. This may not excite staff, but it is possible to engage them with their responsibilities.
Read more
Good customer service is no laughing matter
26 June 2018 by Tim Lloyd
When we deliver customer service training for clients, there’s usually a section labelled ‘use of humour’ or something similar. It’s the bit where we discuss the risks and opportunities of using a bit of banter or cracking a joke on social media channels. There are a few time-honoured examples where…
Read more
On the receiving end of the Social Simulator
23 October 2017 by Tim Lloyd
I’ve just finished helping to deliver social media simulation as part of a large incident response exercise. We’re pretty focussed on finding things that the press, public affairs and incident management team did well online, and where they need to get better. Handing out constructive criticism and recommendations in the…
Read more
5 tips for attention-grabbing exercise scenarios
29 August 2017 by Tim Lloyd
We spend a lot of time designing, researching and creating scenarios for crisis response exercises. We have a wide range of tried and tested scenarios to use as a starting point, but our clients are always best placed to outline something that meets their needs. However, this requires organisations to…
Read more
What’s a crisis exercise really like?
1 November 2016 by Tim Lloyd
We can’t always say much about the crisis simulations that we run for clients. Understandably, companies don’t want to reveal the problems they face and how they plan to deal with them. What we can say with confidence, is that more and more organisations are including online engagement when they…
Read more
Keeping it real: Being flexible and responsive under pressure
12 August 2015 by Tim Lloyd
Imagine being faced with hundreds of different voices and personalities online, all complaining about your product or service. You can’t see these people, only what they write or film. They’re unaccountable and uncaring and, as far as they are concerned, you are just a faceless organisation. This is just a…
Read more
Who do you trust?
9 June 2015 by Tim Lloyd
We read curated news feeds, not media statements. We read other people’s product reviews, not those of the provider. We want to hear advice from friends or experts, not senior management. So why should people trust your organisation? The Edelman Trust Barometer has been tracking the way consumers absorb and…
Read more
Dark sites in crisis communication: six reasons to consider
9 March 2015 by Tim Lloyd
The idea is straightforward enough: a dark site is a website you prepare (but don’t promote) in advance of a crisis as an alternative or fallback to your corporate website, containing the background information you need to share with media and stakeholders. One of the most talked-about examples belongs to BP, launched…
Read more