Author Archives: managingoutcomes

About managingoutcomes

Issue and crisis management expert

The Australian census crisis: what can we learn?

One of the highest profile organisational crises in recent times was last week’s disastrous failure of the Australian online census. The Bureau of Statistics website failed on census night, leaving millions of angry and frustrated citizens unable to submit their census information … Continue reading

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An issue management lesson from Lady Gaga?

Picking a fight with China can be dangerous. But singer Lady Gaga has shown how it can be done without creating fresh reputational risks for yourself, your organisation or your sponsors. When she posted pictures of herself interviewing the Dalai … Continue reading

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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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