Thinking

Hackney Council deny size of rat

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

smashed glass

Using “prudent overreaction” to manage an incident of our own

15 May 2018 by Steph Gray

Simulations and exercises are our bread and butter. It’s great to rehearse in a safe space, to test out crisis plans and teamworking before the real thing happens. But crises don’t come neatly diarised, in well-equipped conference rooms, so simulations can only be one element of your crisis preparedness efforts.…

Read more

Why crisis cells with structure are more successful

26 March 2018 by Kate Rawlins

Being a fly on the wall in the ‘war rooms’ watching teams practice responding to an unfolding crisis is fascinating. It enables me to hear strategizing, discussions, and see the workings behind the decision-making process. Over the past two years I’ve been fortunate enough to work with some of the…

Read more

Oxfam’s Haiti crisis: two lessons for crisis communicators

12 February 2018 by Steph Gray

Oxfam’s leadership and communications team has had a torrid weekend, dealing with a media story about shocking allegations of a cover-up of sexual abuse of beneficiaries in the aftermath of the Haiti earthquake in 2011. There will be countless crisis consultants offering their hot takes on what looks like a serious…

Read more

Social Simulator: now in New York City

5 February 2018 by Steph Gray

We’ve been doing business in the USA and Canada for several years, helping clients in sectors from pharmaceuticals to financial services, energy to agritech to stress-test their crisis and emergency preparedness through crisis drills incorporating a realistic and dynamic social media element. This month we enter an incredibly exciting new…

Read more


Fist bumps between participants

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

Find out more: see our products, get a quote

Email us now to set up a demonstration and discuss how we could support your training:

  • We will review and respond to your request by email. See our Privacy Policy for how we manage your details.
  • This field is for validation purposes and should be left unchanged.