listening Archives

We know that allyship, and acting in line with your values, isn’t easy. If those values are to support, work with, recognise and represent marginalised communities putting those values into action will always be a challenge. Some who hold powerful…

Can humour be toxic to brands?

Gemma Storey

authenticity, Brands, listening, reputation management,

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There’s a big difference between funny and patronising – this is especially true for brands on social media. Of course, much of our humour is down to personal taste. What one person finds offensive, another may find side-splittingly funny. Being…

How to handle a crisis when it’s really not your fault

Gemma Storey

Brands, crisis communication, Crisis preparation, Crisis Simulation, data breach, Experian, listening, reputation, , T-Mobile USA

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When a major credit checking agency (well, the major credit checking agency) experiences a data breach, it’s not just its reputation on the line, but that of its client. T-Mobile USA has been dealing with a crisis not of its…

How can brands show that they’re listening during a crisis?

Gemma Storey

Brands, listening, trust

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Hardly a day goes by when some brand isn’t facing a reputational crisis. It’s to be expected; companies are comprised of people after all, and people are fallible. For some crises, having the proper processes and procedures in place can…

listening

Doing the right thing is hard, risky and worth it

Can humour be toxic to brands?

How to handle a crisis when it’s really not your fault

How can brands show that they’re listening during a crisis?