Blog Archive

Metro Bank Harrow Queue on Saturday morning

A misinformation crisis for Metro Bank

Spare a thought for the comms team at Metro Bank, facing a possible run on the bank due to fake news and misinformation spread via WhatsApp which claims the bank may shut down or go bankrupt, and advising people to close their accounts. The bank is still reeling from a

Crisis communications plans

Crisis Communications – inside Facebook

The Christchurch shootings, and their live-broadcast shocked the world. The social media companies immediately had to roll out two different crisis communications plans, to deal with two different things.

social media evaluation - it's very hard

Quality Seconds > Pointless Eyeballs

A few years ago I started touting around an idea about how to cross-compare the value of PR coverage on print, TV, radio and online. Social media evaluation was a relatively new phenomena. Every PR agency worth its salt was wrestling with the same thing. How to demonstrate to clients

Nissans kills its corporate reputation with the launch of Datsun Go in India

Why Nissan’s corporate reputation deserves to crash and burn

With great power comes great responsibility. But not if you’re an international car giant, apparently. Irrespective of your existing corporate reputation. Nissan’s Datsun Go car gets Zero Points on the GlobalNCAP crash test scale. It’s a brand new car. Recently launched in India. This is madness. The car is so unsafe,

Crisis communications image via Hoxton Street Monster Supplies

Crisis Communications oversimplified by The Economist. Hopefully

The world of crisis communications is undoubtedly far more complicated than the Economist’s review of Glass Jaw: A Manifesto for Defending Fragile Reputations in an Age of Instant Scandal (by Eric Dezenhall) would have you believe. In fact, I hope the the book is far more complicated than the review suggests.

Social Media Playbooks

11 common themes of the best social media playbooks

We’re often asked to put together social media strategies for our clients, and then to make them as practical as possible – to develop a social media playbook (although I hate that term) So what does a good social media playbook involve? Obviously it varies dependent on individual clients and


The real reason that Starbucks spells your name wrong

Hat tip to Itsnicethat – a cracking film about why Starbucks spells your wrong… which harks back to my post about Coke earlier this summer. In short, the social currency is worth it. When it comes to content creation, this a great way to get  personalised user-generated content out in

Social media mass personalisation

My name, your drink. Mass personalisation? Or a social gimmick?

Coca-Cola were sampling exercise in Holborn recently. Free drinks. What’s not to like? In fact, free drinks with your name on. Even better. This year’s campaign features four times more names than previously, including mate, bestie, mum and dad. Nice touches. The return of the campaign was apparently prompted by

Hotel Crisis Communications required

Power to the people! Crisis communications required

The power of the boycott, or a campaign by users (or non-users) is not a new phenomenon. But social media means that when an issue gains sympathy, particularly amongst an influential group who are well connected and can make a very simple argument work in 140 characters or less, businesses


More on Malaysia airlines’ crisis communications…

Just a quick follow up/edit after my last post on Malaysia Airlines’ approach to crisis communications. After the previous post the airline have found themselves in the unenviable place of having no information to share. The vacuum swiftly became all-encompassing, and the distressed families soon became the centre of global

Malaysia Airlines' dark site link re MH370

Best practice: crisis communications and Malaysia Airlines

No airline ever wants to puts its crisis communications training procedures into practice, but over the last few days the Malaysia Airlines team have done an excellent job in communicating to a global audience what little information they have, in very difficult circumstances. Boeing have also followed their textbook procedures


A gazillion well-sourced facts about the internet

I rarely repost things, but thought I should make an exception for this: some really excellent and well-sourced stats, in particularly about the rise of mobile, and the numbers of people using the likes of Snapchat. Well worth a read   The future of digital from Useful Ideas  


Oxfam and DEC – Crisis Communications experts

We’re still adjusting to the destruction and havoc caused by the Typhoon Haiyan in the Philippines, and there’s plenty more we don’t know about, so it seems almost churlish to look at the crisis communications involved while there’s still so much suffering on the ground. But I want to applaud


The Collaborative economy: why the future is here already…

Those Altimeter types remain ahead of the curve, and this post by Jeremiah Oywang is no exception. The long and the short of it is that all organisations will become more porous, more collaborative, and  more – dare I say it – helpful to their customers, and their colleagues, and


Social Media statistics. Loads of them

I’m regularly looking around for the latest stats to back up points of view, or to help me understand exactly what’s going on the world. One of the ways I pool everything is via Evernote (which if you don’t use it, you should), which makes everything incredibly searchable. I use


Google behind the firewall – a reality not a myth

Is Google + finally going to come of age? I’ve long argued that Google+’s ‘public’ profiles are something of a stalking horse for Google’s more corporate aspirations. And at the end of August, the (former) search engine took another giant leap into offering collaboration and content software for enterprises by

Why Klout is rubbish

Klout – don’t believe the hype

  Q: When is a Tweeting clock more influential than the editor in Chief of the Guardian? A: When you rely on a flawed algorithm like Klout to measure influence   Klout is an algorithm which promises to ‘measure influence’ in social media. But (as I seem to be arguing


One algorithm for influence? You’re having a laugh…

Understanding and measuring influence has vexed social media communicators for years. Two good places to start would be the release of Brian Solis/Altimeter’s “how to” guide, The Rise of Digital Influence on 21 March, and last week’s panel debate (22 March 2012) at the Guardian’s Changing Media Summit, featuring Leo Ryan (group head of social at


The problems with measuring influence

Measuring influence – where to start. Two good places would be the publication (yesterday) of Brian Solis/Altimeter’s “how to” guide, The Rise of Digital Influence, and attending today’s panel debate (today) at the Guardian’s Changing Media Summit (#cms2012), featuring Leo Ryan (Ogilvy), Andrew Grill (Kred), Bonin Bough (Kraft), Philip Sheldrake


Organisational culture 7, social tools 1

Over the last month or so, I’ve been lucky enough to spend a fair amount of time with some of the UK’s foremost social business thinkers, letting their ideas ferment alongside my own. And I’ve been proudly commenting on blogs which extol the virtues of only loosely defining what social


Enterprise social networks – Facebook inside the Firewall

As increasing numbers of businesses consider whether (and how) to apply social networks across their enterprise – how to take the best bits of Facebook and Google+ behind the firewall – and whether to use off-the-shelf (e.g. Yammer), customisable (Jive) or bespoke (e.g. IBM/Lotus) platforms to deliver it, this deckfrom


Social business and serendipity – a match made in heaven

Newcomers to the concept of social business get hung up on the technologies, the shiny new toys that IBM, Jive or Yammer let people play with. But what makes businesses social is not the technologies, it’s the culture. Which the technologies can amplify. I’ve just finished reading the excellent Steve


Social business predictions part three

Reputation management will become a more recognised discipline around the board table The more exposure the C-suite have to listening tools like Radian6, Sysomos, Onalytica et al, the more that CEOs will want to influence what they say. So-called ‘soft’ metrics are never going to have the clout of harder,