Tag Archives: Qantas

No Ned, Reputational risk is not “pseudoscientific nonsense”.

Posted on February 6, 2024 by managingoutcomes

Why would anyone argue that “reputation risk is rot” or assert that “reputational crises rarely have an impact on the bottom-line”? It’s a question worth asking after the latest issue of the conservative online magazine The Critic, where regular columnist “Ned” … Continue reading →

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Why marketers need to take more care with reputation

Posted on December 20, 2023 by managingoutcomes

Reputation is a critical company asset, yet marketers too often create what gets to be called a “PR disaster”. While that label makes for an easy headline, PR people usually aren’t responsible for a marketing blunder, though typically they get drafted in … Continue reading →

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How moral blindness breeds plummeting corporate reputation

Posted on October 3, 2023 by managingoutcomes

Qantas. PwC. Rio Tinto. Optus. Telstra. Medibank. Facebook/Meta. Twitter/X. Any of the big banks. The sound you can hear across the big end of town is the shredding of reputations in the wake of corporate crises, often triggered by moral … Continue reading →

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Yes Qantas, it really is a crisis

Posted on July 27, 2022 by managingoutcomes

The first step in any crisis is not deciding what to say. It should be recognising that a crisis exists. Yet, with Qantas buffeted by a storm of cancellations, lost luggage, call-centre delays, layoffs and outsourced jobs, the airline seems to … Continue reading →

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When online competitions turn to custard

Posted on August 18, 2014 by managingoutcomes

Brand competitions can be a smart way to deliver read benefits in the market place.  But failure to properly assess the risk issues has the potential to produce a genuine reputation disaster. Jeep Australia has been left licking its wounds … Continue reading →

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Social media is still a crisis management blind-spot

Posted on May 1, 2014 by managingoutcomes

Despite all the warnings and embarrassing glitches, many organisations are still failing to embrace social media as a core tool in crisis preparedness and response. This sad reality was reinforced by a survey of American business continuity practitioners, which found … Continue reading →

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Crisis impact doesn’t just add up, it multiplies

Posted on July 16, 2013 by managingoutcomes

You know your organization is in trouble when the news media start compiling lists of your past misdeeds. The financial and reputational impact of a crisis is well known.  Less well understood is the cumulative impact of subsequent incidents which … Continue reading →

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Are you ready for a social media disaster?

Posted on April 2, 2012 by managingoutcomes

Recent research shows most organizations are nowhere near ready for a social media disaster.  A report by the Altimeter group revealed that 76% of such events which occurred between 2001 and 2011 could have been avoided or diminished if companies had invested in effective … Continue reading →

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Hey Qantas. Is anybody out there listening?

Posted on November 15, 2011 by managingoutcomes

Paid corporate issue advertising used by Qantas during their massive industrial dispute raises again the question of how organizations should communicate about issues and crises. Sadly, the evidence suggests a lot of advertising is a waste of money, and issue advertising is … Continue reading →

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Rolls Royce shows silence in a crisis is no virtue

Posted on April 1, 2011 by managingoutcomes

Ever since the near-disastrous Qantas A380 engine fire off Singapore last November, engine-maker Rolls Royce has been doggedly pursuing a policy of little or no public comment. No doubt they have their reasons – including the advice of nervous lawyers … Continue reading →

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