Author Archives: managingoutcomes

About managingoutcomes

Issue and crisis management expert

Organisations dropped the ball on McGuire football gaffe

It was no surprise to see broadcaster and football personality Eddie McGuire fumbling to disentangle himself from yet another self-inflicted disaster. But the case highlights the reputational risk to associated organisations when individuals overstep the mark, and their failure to … Continue reading

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Is reputation really like a bank account?

Just about every communication professional has used or heard the expression that reputation is like a bank account.  You build it up in good times and draw from it when things go wrong. But is this attractive notion really as valid … Continue reading

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13 worst crisis communication mistakes

It’s a sad fact that crisis management case studies are more often about what companies did wrong rather than what they did well.  And some organizations seem determined to follow what NOT to do when facing a crisis. From the … Continue reading

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No, Telstra. System outage is about reputation, not technology

You know you’re in trouble when the news media start compiling lists of your failures, and the list gets rolled out and updated with every subsequent issue. That’s the problem facing Telstra as the supposedly premium telecoms supplier in Australia. … Continue reading

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Food fault fraud and the risk to reputation

Fraudulent claims about alleged problems with food are a very real risk to reputation, and social media has made it even easier to create fakes. So how should companies respond to protect the brand? Supermarket chain Woolworths showed one effective … Continue reading

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A serious gap in crisis preparedness

So, what is the role of the Board in crisis management? New research suggests it’s not well enough understood and needs a lot more attention. And the view from the Board Room shows a worrying vulnerability around crisis preparedness and prevention. … Continue reading

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Clever words are no substitute for apology and remorse

When a company’s reputation is under attack is not the time for weasel words and clever phrasing to make the situation look not quite so bad. Case in point is high-profile short-term lender Nimble, which must refund $1.5 million worth … Continue reading

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