Chapter 5: An issue ignored is a crisis endsured

Maxims for an effective response to an issue -(current,crisis):

1. Manage the responce - managing the response to an emerging crisi as it gains momentum through the lifecycle curve needs clearly defined roles and responsibilities and the committed time and focused attention of senior management. Without the focus at the top of the org., reputation and performance are quickly threatened.
2. Understand the public view
3. Make the case clear and simple -explaining detailed sceintific analysis succinctly, meaningfylly and swiftly.
4. Find out who you are up against and how they are likely to behave;
5. Work with the media;
6. A company must never appear divided! (eg Shell DE -distaced itself from Shell UK)
7. Remember- issues transcend borders and politics -Issues that involve an international industry and regulatory environment rarely stay local.

Eg. Key lessons from the Big Brother issue:

• ensuring the org's perception of the event(s) is the same as that of its key stakeholders;
• close monitoring of potential issues, even if they seem insignificant to begin with;
• early action on an issu, not least to demonstrate understanding of its sensitivity;
• acknolidging people's concerns
• preparing for media interviews-ensuring coherent and consistent messages/ -presenting and communicating appropriately;