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Has social media changed strategic-level crisis response? Part One
By Sarah Nicholas Part 1 – No Social media may have changed the nature of crises, and the speed required for a successful crisis response – but has the advent of Twitter and co. really changed the key...
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Has social media changed strategic-level crisis response? Part Two
By Dominic Cockram Part 2 – Yes After reading Sarah’s response to this question earlier this week, I have to disagree with her conclusions. I think that social media has changed many aspects of a...
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Crisis Lesson #1 – Enabling Strategic Thinking
By Dominic Cockram Over the years, Steelhenge has witnessed board-level crisis responses from a large number of organisations in greatly varying sectors and geographic locations. There are certain key...
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Crisis Lesson #2 – Achieving Situational Awareness
By Dominic Cockram Achieving awareness of the situation in the highly confused aftermath of an incident is one of the toughest challenges a board-level crisis response team will face; our second...
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Crisis Lesson #3 – Communication Integration
By Dominic Cockram Our recent blog posts on the crises faced at NatWest, Ulster Bank, O2 and Progressive Insurance highlighted just how important communications can be during and after a crisis. In a...
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Crisis Lesson #4 – Listening Leaders
By Dominic Cockram Crises are stressful. They are characterised by the speed of activity and time-pressured decisions, lack of clear information, and high stakes that can mean life or death, or the...
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Crisis Lesson #5: Rehearse, rehearse, rehearse
By Dominic Cockram Imagine a Premier League team stepping onto the pitch without any training or practice under their belt – survival would be brief and they would get little sympathy. Staying at the...
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Six Steps to Controlling a Crisis
By Dominic Cockram Crisis hits, routines go out the window, everyone runs around … so when can you say that you are in command of the situation? Doesn’t ‘crisis’ automatically mean an intense period...
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“Why should I care?”: The psychology of crisis preparedness
By Dr Claudia van den Heuvel Our perceptions of the likelihood of an event happening are based on how much emotion we feel when thinking about that situation. This is one of the tenets that Daniel...
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Documents documents everywhere but not a plan in sight
By Katie Collison Sitting observing crisis management exercises can be a frustrating business. In preparation I’ve read the procedures, I know what the team roles and responsibilities should be,...
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Making it count: Aligning crisis management to the organisation’s values
The first in a series of blogs exploring key themes arising from Crisis Management Conference 2013 By Claudia van den Heuvel A recurring theme from this year’s crisis management conference was that...
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Crisis Decision Making: How wicked pressures create decision avoidance
By Claudia van den Heuvel Strategic level decision makers often assume they will be able to manage a crisis well, purely because they make “difficult and risky decisions” every day. In theory, crisis...
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Soft skills in the crisis management environment
By Dominic Cockram A colleague and I delivered a presentation recently at the City Security and Resilience Networks (CSARN) conference on Crisis Leadership. It was based around much of the work we have...
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Managing the upward flow of information in a crisis – what matters most?
By Dominic Cockram Having worked over the last few months with some of the larger organisations in the world, both in the UK and internationally, it has been fascinating to reflect on the unique...
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Situational Awareness – supporting the CEO’s critical decision-making in a...
By Dominic Cockram This blog is the second in a series that looks at the challenges of managing information in a crisis and how to ensure the top team gets the information it needs. The first looked at...
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GM Recall: History Need Not Repeat Itself
As the US Department of Justice (DoJ) concludes a 4-year, billion dollar investigation into Toyota, Mary Barra, recently appointed CEO of General Motors (GM), has stepped into the firing line. While...
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Joining the crisis dots – How simulation exercising can create a culture of...
By Dominic Cockram As a crisis management professional, I have worked with many different crisis teams over the years. What has become apparent is that, in the majority of cases, those conducting the...
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