Archive for October 28th, 2009

Had a call from Watchdog?

The BBC’s Watchdog has welcomed back presenter Anne Robinson, prompting this story in PR Week. A question we often get at Hill & Knowlton is: “We got a call from Watchdog. What should we do?” Obviously that depends on what you did in the first place, but here’s a tip from Senior Associate Director, Peter Roberts: “However trying the situation, Watchdog offers businesses the opportunity to demonstrate their sincerity and ability to listen.”

It’s important to remember that the role of consumer advocates, and programmes like Watchdog, is to look at a story or issue from the consumer’s perspective. That’s a deliberate apostrophe because we’re talking about one consumer, up against the world. It’s no surprise then that many stories do come off with an anti-corporation slant.

However, it’s also important to remember that “the media” doesn’t exist for its own amusement. It’s a conduit of information between a subject (in this case the corporation or the consumer’s experience) and an audience (lots of other consumers).

So it makes sense that if consumers didn’t have complaints, there’d be little cause for these shows to exist. Of course we all have things we’re not happy about so following the argument to that conclusion is extreme – the point is this: if you get a call from Watchdog then dealing with the response is one thing. But spare a thought for why they’re calling you in the first place. Maybe there’s something that really does need fixing.

Ugly rumours – online reputation management

Online rumour mongering threatens brands every day. This piece in a recent issue of Communicate Magazine provides some insights into managing the threat, including a great response model used by the US Air Force, and commentary by Hill & Knowlton’s own Peter Roberts.

Crisis management and media training in London

Thanks for checking out this first post from Hill & Knowlton London’s Issues & Crisis team. Over the coming days we’ll get the content up and running, and as we familiarise ourselves with the platform we’ll provide a bit more interactivity - so please check back often for the latest updates.

In the meantime, if you’ve already found us then you’re probably looking for people to help you with media training or crisis management, so you’ve come to the right place. Tim Luckett is the Managing Director of our team, and Catherine Cross is our Head Media Trainer.