Archive: crisis response


Speed, empathy and the future of crisis response on The Native podcast

16 March 2018 by Tim Lloyd

Podcaster Dave Musson from The Native talks to Helpful Managing Director Steph Gray about crisis communications including: why speed isn’t everything in responding to a crisis online, how some organisations achieve a better sense of empathy than others, and what the big issues could be on the horizon, including Brexit,…

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10 reactions to crisis simulations in 2017

21 December 2017 by Kate Rawlins

It’s the eve before Christmas leave, and the emails are starting to go quiet. Looking back over all of our files last night, we’ve facilitated some exciting projects during 2017. But all in all, there have been some memorable moments across the board when it comes to observing participant reactions during…

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22/03/2017: Where’s the chronology?

24 March 2017 by Kate Rawlins

It was my colleague who first broke the news to me. “Apparently there’s been shots fired outside parliament,” he said. As much as I live and breathe social media, a few tweets reporting loud noises wasn’t enough for me. The ex-reporter in me believes in verification. Then the BBC notification…

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Woman looking sceptical

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…

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Digital customer service: A new frontline in crisis management?

29 January 2015 by Chris Malpass

‘The customer is king’ – one of the few maxims that remains unchanging within developed free markets, but social media is fundamentally altering the way in which customers expect to communicate with organisations. Whereas outward facing channels were traditionally the preserve of the comms team, channels such as Twitter are…

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