Author Archives: managingoutcomes

About managingoutcomes

Issue and crisis management expert

Maybe apologising is not always the right answer

Public relations convention suggests you should always apologise in a crisis.  But has the rise of social media helped blur the issue of when an apology really is the right answer? With apologies these days done so often – and regularly done so badly … Continue reading

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Royal death false alarm: Lessons for crisis management

Yes, it was highly embarrassing when a tweet from the BBC falsely reported that the Queen had died. And yes, it will probably be a permanent blot on the reputation of the unfortunate reporter who made the blunder. At one … Continue reading

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Reputation risk and the cyber-enemy within

At a time when organisations worry about cyber-security threats from hackers, criminals, competitors and foreign governments, many fail to properly recognise the operational and reputational risk from insider security breaches. This was highlighted last month when a disgruntled 26-year-old IT … Continue reading

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Ben Affleck and a lesson in issue management

It’s one of the oldest questions in issue management. Do we respond to the issue, or will taking action simply “give it oxygen” Sometimes this question is merely an excuse not to get involved when you should. But Ben Affleck has … Continue reading

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What happens when your issue spokesperson “goes rogue”

Using a respected third party to help communicate an issue is as old as issue management itself. But it can always go very wrong, as the Australian Government has just discovered. Presumably the Federal Government thought it “seemed like a good … Continue reading

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When does an issue no longer merit debate

Issues by definition are contested matters on which there is genuine disagreement over facts or opinions.  So what happens if there is no legitimate counter-argument? What happens if news media attempts at ‘balance’ simply give credibility to false claims which no longer … Continue reading

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So, when DO you disclose an extortion threat

New Zealand has just experienced that nightmare scenario dreaded by crisis managers everywhere.  Do you announce a criminal threat against your product? Or will that simply give publicity to dangerous people? The New Zealand Government held a press conference to … Continue reading

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