Thinking

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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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…

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road range incident

Smile, you’re on camera: four new realities of crisis comms in the age of video

2 June 2015 by Steph Gray

“I could kill you,” screams the angry man. “Why don’t you then?” comes the reply. “Because there’s witnesses”. This, from the ugly scene at a recent road rage incident between a motorist and a cyclist illustrates a phenomenon we’re seeing again and again, both sparking new crises for organisations and giving existing…

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When lightning strikes: how to stop a good campaign turning bad

28 May 2015 by Chris Malpass

Brands large and small, and across all sectors, are making increasingly prominent use of digital channels as part of their promotional marketing campaigns. And so they should: social media offers a direct line of communication with stakeholders not afforded by more traditional channels; allowing more creative and compelling content than…

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I Want You Back: Restoring stakeholder trust after a crisis

21 May 2015 by Justine Touaux

How do organisations go about winning back stakeholder trust following a crisis? In early 2015 Anthem, a US healthcare company, became the latest organisation to fall victim to a cyber-attack, with hackers accessing data belonging to around eighty million people. Anthem‘s response strategy, which centred around a statement issued on behalf…

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The tax reputation bombshell: could your organisation be next?

27 April 2015 by Steph Gray

Brits have a complex relationship with business. On the one hand, there’s widespread admiration for entrepreneurs like Sir Richard Branson and an audience that enjoys watching Lord Sugar delivering commercial home truths in the Boardroom on The Apprentice. But on the other, Ipsos-MORI found 7 out of 10 Brits feel that…

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Don’t panic! Laugh it off.

2 April 2015 by Al Smith

Misjudged humour can often leave organisations with egg on their face(book). It may be that you didn’t realise something had a double meaning, your halo has never slipped – or it could be that you didn’t read your post back out loud before hitting publish. There have been a few recent…

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