Everyday Communication Strategies: Manage Common Issues to Prevent a Crisis and Protect Your Brand

Protect your brand's reputation and maintain public confidence by successfully managing everyday incidents and issues and preventing them from escalating into a corporate crisis.

For most companies and communicators, dealing with a full-blown crisis is few and far-between. But there are still everyday problems, challenges and incidents to be faced, including customer complaints, campaign failure, staff comments and online criticism. Everyday Communication Strategies shows how to effectively contain these emerging situations and prevent them from destabilizing your business and damaging consumer confidence. It provides a blueprint to help you move from identification to intervention to action. The book explores how to develop appropriate messaging, work with the media and manage social media to minimize negative publicity. It also explains how to build resilience and make effective decisions under pressure.

The book contains tips, checklists and flowcharts, as well as a range of case studies and examples from organizations including KPMG, Jo Malone and General Mills. Everyday Communication Strategies is an indispensable guide to averting a crisis and preventing your business or brand from being plunged into a reputational storm.

About the Author

Amanda Coleman runs a consultancy which specializes in crisis communication. She has over two decades' experience in managing crises and was previously the Head of Corporate Communications for Greater Manchester Police. A regular international conference speaker, she has written articles in the Crisis Response Journal, CIPR Influence and PR Week. A senior associate with the Centre for Crisis and Risk Communication, she is also Chair of Emergency Planning Society Communication Professional Working Group. Based near Manchester, UK, she is the author of Crisis Communication Strategies, also published by Kogan Page.