Thinking

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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Handling Little Miss Helpful

22 March 2015 by Steph Gray

At the moment, my three year old is enjoying Roger Hargreaves’ Mister Men stories at bedtime. They’re bright, to-the-point moral stories about folk who take their everyday traits – clumsiness, noisyness, grumpiness – to extremes, until they get sorted out by their neighbours. One of our favourites is Little Miss Helpful,…

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keyboard at night

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…

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Why information is power for crisis communicators

27 February 2015 by Chris Malpass

Crisis communication is essentially about informing key stakeholders – customers, staff, investors, journalists etc, about what you are doing to resolve a potentially damaging situation. After all, there is no point in doing the right things if you don’t tell anyone about it. The integrity of the information you share…

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The complicated world of charity crisis communications

17 February 2015 by Steph Gray

There was almost certainly a very sound commercial logic behind Barnados paying Made in Chelsea star Binky Felstead to endorse their retail campaign on social photo network Instagram. But the Sun splash yesterday and the social media outrage around it, highlights the complexity of modern charity fundraising and the need to plan…

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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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