Cases

Here below are several case studies to help illustrate what the Crisis Management Network can do for you:

  1. Meat Processor
  2. European Cruise Line
  3. Pan-European Energy Corporation
  4. Baby Products Manufacturer
  5. Toiletries Manufacturer

Meat Processor

Client

UK based meat processor employing 1100 personnel supplying major retail and wholesale multiples.

Challenge

To protect the operation and reputation of the company in the wake of an extortion threat to poison products within the plan.
To ensure where possible that the company’s commercial and reputational standing received appropriate consideration in the police’s strategic planning.
To maintain confidence with the company’s retail/wholesale customers throughout the investigation.
To prepare comprehensively for possible media interest at any stage of the proceeding.
To support the company Managing Director enabling him to continue his day to day responsibilities.

Solution

Representation of the company alongside their legal advisors in police strategic planning meeting.
Production of detailed Q&A and media holding statements for the company spokesperson in conjunction with police press office personnel.
Instigation of national and international media monitoring services.
Production of internal holding statements for the HR Director.
External liaison with senior security representatives within key customer group.
All of the above conducted within the confines of a covert police investigation.

Results

The perpetrator was caught (an agency worker within the plant) and sentenced to four years imprisonment, prior to any threats being carried out.
Presence and participation in the police strategic planning meetings, helped in providing balance to the overall objectives of the investigation e.g. public safety vs commercial ramification.
The retail and wholesale customer representatives were appreciative of being taken into the confidence of the investigation and collaborated fully throughout – there were no actual or potential incidences of product ‘delisting’ from any customer.
Preparing media and internal facing communication materials in advance, meant they could be deployed quickly when the perpetrator was charged and the investigation moved from covert to overt.
The company emerged unscathed from the incident, suffering no commercial or reputational impact as a result – it remains a successful business to this day.

European Cruise Line

Client

European HQ of major cruise line with ships sailing across international waters to destinations worldwide.

Challenge

To set up a system to ensure prompt and proper management of any issue arising seaside and shore side.
To disseminate best practice in crisis and issues management throughout the organisation.
To redesign the existing crisis preparedness plan to made it comprehensive, accessible and usable.

Solution

Redesigned crisis management procedures and defined the contingency plans necessary to support the key operations of the company (sailing, hotel services, tourist services, airplanes transfers, seaside/shoreside safety and security.
Designed and implemented a secure crisis management area on the company intranet to support the crisis management team.
Trained the HQ crisis management team and other key department.
Trained the ships’ key crew position.
Installed a quarterly updating system for all crisis policies and contingency plan.
Installed an ongoing system to monitor emerging risk issue.
Contracted to provide expert guidance and support to the crisis team in live crisis situations (including major accidents with casualties and corresponding litigation.

Results

"State-of-the-art" crisis preparedness embedded throughout the company.
Crisis management best practice successfully applied to deal with various incident.
Consultant retained to support company for a further eight years. Also requested to hold crisis management training session for the Italian Ship-owners Industry Association.

Pan-European Energy Corporation

Client

Northern European energy producer, generating and distributing fossil fuel and nuclear power throughout the continent.

Challenge

To comprehensively assess and improve the company’s communication and crisis management processes, prior to an operational safety inspection from a regulatory body at a nuclear power station.
To train internal and external-facing stakeholders in the roles they would play in the event of a serious operational incident.
In general terms, to improve all crisis process and procedure in the event of a real incident.

Solution

Designed and delivered a multi-stakeholder crisis simulation exercise – this was undertaken in collaboration with an appropriately qualified partner for the technical and procedural aspects of the incident.
All role-plays developed for defined stakeholder groups and participants fully prepare e.g. media spokespeople, HR, Public Affairs.
Diverse media used throughout to mimic a live situation e.g. telephone calls, radio reports, online news, ‘on-camera’ interviews etc.
Detailed evaluation and recommendations designed to improve processes and contribute to the development of a corporate crisis communications plan.

Results

Processes adjusted accordingly to meet anticipated regulatory requirement.
Contributed fully to successful regulatory inspection – crisis protocols praised by inspection bodies.
Raised confidence and ability in all participants by improvement in; attribution and distribution.
of roles and tasks; information flows, logistical arrangements and other supporting resources.
e.g. crisis control centre facilities.
Provided valuable data and insight in support of new corporate crisis communications plan.
Raised confidence levels within company to protect its reputation in the event of a real incident.

Baby Products Manufacturer

Client

Leading European manufacturer of baby products with affiliates and markets in the EU and overseas.
Market leader in several countries.

Challenge

To protect the company’s reputation in the wake of claims that polycarbonate (PC) baby bottles could release a by-product causing hormonal damage.
To achieve the above by proactively addressing fears felt by mothers and other stakeholder groups.
To reduce misconception and poor understanding of the issues by translating technical issues into simple language.
To protect the whole PC bottle manufacturing industry as far as reasonably practicable from a pan-company ‘meltdown’.

Solution

Instigated media monitoring in all countries with daily reporting.
Monitored the activities of consumer organisations and pressure group.
Liaised and briefed relevant regulatory authorities to ensure full awareness of impending issue.
Production of detailed Q&A for company spokesperson.
Delivery of media training for external spokespeople - Drafting of holding statements for the media (trade and consumer media.
Preparation and distribution of White Papers for each country’s affiliates and retailer.
Drafting of issue-related holding statements for consumers and initiation of toll free consumer hotlines in key markets.

Results

The issue remained relatively singular and the client company’s operation and production survived unscathed – similarly there was no measurable impact on the wider bottle manufacturing industry.
Whilst not having to deploy all of the materials and processes developed, the client company derived considerable confidence in their greater preparedness.

Toiletries Manufacturer

Client

Manufacturer of men’s and women’s toiletry products. Market leader in multiple international markets.

Challenge

To maintain the client company’s reputation amidst false claims and accusations that they engage in animal testing as part of their product development programme.

Anticipate, monitor and respond to activities by animal rights organisations, who may potentially cause harm to company’s business and staff members.

Solution

Developed ‘communications bible’ on animal welfare, including; review of current animal rights activity, tactics employed by activist groups, analysis of international animal rights groups, outline of staff procedures, approved response statements and Q&As.
Carried out monitoring and analysis of media for animal rights activity; monitoring of the Internet and news groups.
Provided rapid response to all media stories, pointing out factual inaccuracies.
Media training provided for spokespeople including a range of mini crisis simulation exercises.

Results

Improved key message delivery in media interviews through training spokespeople.
Greater share of voice and accurate reporting through stronger press statements.
Rapid response to negative coverage.
Reputation maintained with consumers and other relevant stakeholder parties.