Archive for February 25th, 2010

Communicating change in a crisis context

In a couple of weeks, our Change & Internal Communication team will host one of their world-famous discussion forums, this time looking at the relationship between change and communication. While a crisis isn’t usually the same thing as a change management programme, often times a change programme can be the trigger for a crisis.

Often we’re asked to define what we mean by “crisis”, and I tend to work on the broad principle that a crisis is anything that prevents you being able to get on with business as usual. By contrast, an issue is something that you’d proably have to deal with as part of your typical day-to-day workload (so in this example a customer complaint is an issue, 200 customers protesting outside your flagship store is a crisis).

By definition then, any kind of organisational change carries with it the potential to spark a crisis of monolithic proportions. Here are a few examples of the kinds of things that can go pear-shaped in a big hurry:

  • Redundancy / restructuring programmes
  • Appointing a high-profile new supplier (or ditching an old one)
  • Pretty much anything involving the implementation of new technology
  • Re-vamping an established and much-loved brand
  • Collective and enterprise bargaining negotiations

If you’re in London on 10 March I’d strongly recommend trying to get along to our event. You can register your interest by clicking through to Scott McKenzie’s blog post announcing the event. Members of Hill & Knowlton’s Issues & Crisis team will also be there (including yours truly if you fancy providing some in-person feedback on the quality of our blog posts!).

For those who can’t make it we’ll revisit this topic after the event to share some of the key points from the discussion.

PS about half an hour after posting this the BBC was sporting enough to post this story on anticipated public sector strike action in reaction to proposed cuts to civil service redundancy terms. You know you really want to come to our event now!

Tim Luckett talks crisis management in PR Week

With big brands dominating 2010 headlines for all the wrong reasons, PR Week’s feature on crisis communication is both timely and a good read. Contributions from Hill & Knowlton’s Managing Director of Issues & Crisis, Tim Luckett.