Navigating the data breach vendor blame game

Pointing the finger at others during an incident or crisis is a tempting proposition. It diverts attention, helps the company avoid responsibility, and means it doesn’t have to address the underlying problem. At least, that’s the idea. Playing the blame game can be appropriate when your company is clearly not guilty. However, in most other …

Ten useful books on online reputation

Online reputation is a diffuse and slippery concept that means many things to many people. Type the phrase ‘online reputation’  into Google and 19,600,000 results are returned. Amazon lists over 950 books with the phrase in the title. Most books on the topic are written from a marketing perspective and set out how (mostly smaller) companies …

Five steps to prepare for data breach communications under GDPR

There has been much talk in the PR/communications industry about GDPR, mostly concerning marketing and media relations from a compliance perspective. There has also been considerable discussion in the legal and cybersecurity worlds about what GDPR means for data breach reporting. By contrast, there has been relatively little guidance on how communicators should prepare to handle data …

How Asia differs to the west when handling crises online

London Part 2 of an interview with a Chinese PR student on crisis communications and social media. Here is Part 1. 3. Does social media impact crisis communications in different ways in Asia versus the UK? Are there any characteristics exclusive to the UK? In my experience social media can indeed impact crises differently in …

How social media impacts crisis communications

London A resourceful Media and Public Relations student from China at a UK university recently asked me for my thoughts on crisis communications and social media for her dissertation. In the spirit of sharing, here’s the first part of my response – the second on how crisis communications differs in Asia and the west – …

Practical lessons in crisis comms from a toxic spill in Vietnam

By Charlie Pownall That thousands of people took to the streets across Vietnam early May 2016 to protest the contamination of hundreds of kilometres of Ha Thinh province coastline was the culmination of a catalogue of errors by the alleged culprit – a Formosa Plastics steel plant – and the Vietnamese authorities, that inadvertently turned …