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History is rife with examples of companies that have suffered major crises. But how do you recover your brand in the aftermath of a major incident or reputation issue? Does advertising work? Should you apologize? How do you gain insight into public perception of your brand?

We discuss all of these issues with the brilliant Kathy Leech, an accomplished brand and marketing expert. Kathy worked with energy company bp during the 2010 Gulf oil spill incident, later managed the corporate brand for Comcast, and now runs a consultancy - Brand Insights - working with companies to uncover insights and develop them into practical marketing plans.

Of course no discussion of brand today would be complete without discussing Bud Light and its recent misstep with transgender activist Dylan Mulvaney. Kathy offers her take on the issue from a brand perspective and shares some thoughts on how a company can regain traction with its stakeholders after an incident that negatively impacts the brand. 

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Today we're joined by Lynne Miller, former public information officer and regional communications manager for King County, Washington. Lynn is a seasoned professional with over 35 years of experience in the field of crisis communication and emergency response. 

In this intriguing conversation, Lynn shares her best practices for developing and maintaining a pool of potential response personnel who can step in to help when needed.  Lynn also walks us through the Oso landslide crisis in Washington State, highlighting the role of public information officers and the need for a constant pool of personnel to handle various responsibilities. From her treasure trove of experiences, Lynn imparts leadership insights and best practices that can be instrumental for anyone involved in crisis management. 

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Are you ready to seize the reins and lead in a crisis? Today, we pivot to a podcast short that lasers in on prepping for your upcoming crisis exercise. As we head into the fourth quarter, when many firms stage their annual crisis drills, we thought it timely to arm you with some tips to help you be successful in your next exercise. We firmly believe that every member of a response team can step up as a leader during a crisis, and this episode is all about enabling you to do just that.

Expect a thorough seven-point blueprint to ensure you stride into your next drill ready to face any hurdle. We stress on the importance of entering the room with an unambiguous plan, setting up a clear approval procedure, knowing your response resources, prepping FAQs and fact sheets beforehand, keeping your team in the loop, and leading with an upbeat energy. We also discuss the crucial role experienced personnel can play in guiding your team through the exercise. Remember, leadership can spring from anywhere, and these exercises are a golden chance to display your potential. Enjoy the podcast, and don't forget to like and subscribe!

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On this episode, Tom and Marc chat with Sam Sacco of Strategy and Communications, a public affairs and crisis firm based in Oakland, CA. We  discuss best practices for effectively managing the liaison and public information officer roles within a crisis response.  We start with a general discussion of PIO and Liaison from our experiences during the Deepwater Horizon oil spill incident, later addressing best practices for navigating the approval process, which is where bottlenecks often occur during a crisis. This conversation is geared toward an operational emergency - an oil or chemical spill - but offers lessons for anyone who might have to join a crisis team. 

Like Marc and Tom, Sam is a seasoned professional who's spent countless hours navigating these turbulent waters. From the importance of crisis training to the role of liaisons during emergencies, Tom, Marc and Sam provide a holistic understanding of how to handle unexpected situations.

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Prepare to unlock the secrets of managing simmering crises with our expert guest, Daren Beaudo. A simmering crisis is one that starts small - a passenger dragged from an overbooked aircraft, or a routine permitting issue that suddenly becomes a political issue - and then blows up via social media or political positioning. Tom, Marc and Daren dive into the simmering crisis and provide some insight into managing these common crises. We also focus some energy on one recent example that involves Northwestern University, where accusations of hazing kicked off a simmering crisis for university leadership and athletic programs.

Like your cohosts Tom Mueller and Marc Mullen, Daren is an authority in public affairs and crisis management. He has worked for two global energy companies and been part of numerous major crisis response efforts. 

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On this episode, Ed Thompson - who has worked crises from both the federal agency and the industry sides - shares his wisdom gleaned from years of emergency response. A former incident commander and deputy incident commander, Ed discusses how maintaining open communication with command staff, taking time for on-the-ground interactions, and gracefully accepting public criticism can all bolster your crisis response.  And regularly renting a helicopter helps, too.

Ed, Marc and Tom share their experiences and discusses issues that can arise when company staff are working shoulder to shoulder with state and federal agencies, and what to do when politics threaten to disrupt critical working relationships.  Ed also tells us where he sees communicators making mistakes - and how to avoid them. Leading in a crisis can be a complex endeavor, and Ed offers his advice to manage the gauntlet successfully.

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On this episode, we speak with seasoned crisis management leader, Ed Thompson. With 26 years in the US Coast Guard and a second career as a crisis manager in the energy sector, Ed's journey offers a trove of insights—from tactical incident commander to strategic crisis manager. Tune in as he details the importance of understanding the scale of a crisis, tailoring leadership styles, and building formidable teams in the face of adversity. Ed’s wisdom is invaluable, whether you’re in the boardroom, the control room, or just finding your way through life's inevitable rough patches.

Ed doesn't stop at the mechanics of crisis leadership; he delves deep into the human aspects of response. Hear first-hand how a leader's positivity can bolster an organization's morale, lighten the personal burden for those at the frontlines, and maintain optimism amidst daunting circumstances. As we pivot from one year to the next, let Ed's stories of resilience and leadership in the face of adversity inspire and guide you. 

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Join us for an entertaining conversation with our guest, Jeff Johnson, president of the Cook Inlet Tug and Barge Company in Anchorage, Alaska. A born and bred Alaskan with a wealth of experience in the shipping industry, Jeff shares with us his background of globetrotting on oil tankers and his subsequent return to his Alaskan roots. As a seasoned leader, he shares invaluable insights on the essence of crisis leadership, stressing the importance of effective communication, humility and adaptability.  Buckle up for an episode filled with enlightening discussions and stories from a seasoned crisis leader.

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Imagine having the power to diffuse a crisis before it spirals out of control. In this riveting episode, we are joined by Anita Perry, a seasoned corporate communications manager and board member, who empowers us with the tools and strategies to do just that.  Anita draws from her years of experience dealing with high-stakes situations, revealing the fundamental elements of effective crisis management. She candidly discusses her role in handling an environmental crisis that took center stage in the media, emphasizing the crucial need for pre-emptive planning.

But it's not all about planning. Leadership plays a crucial role in crisis response. Ever wondered what it takes to lead effectively in high-pressure situations? Anita provides illuminating insights and shares compelling anecdotes that underscore the importance of strong leadership during a crisis. She also highlights the significance of board involvement in crisis management, stressing how directors can greatly influence management decisions. Plus, she offers valuable advice on dealing with difficult managers. Whether you're a seasoned executive or an aspiring leader, this episode is packed with invaluable lessons for navigating the stormy seas of crisis management.

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Ever wondered how crisis management operates in a country like Venezuela? Join us in a riveting conversation with Maria Eugenia Fuenmayor, a seasoned PR executive and crisis counselor based in Caracas. Maria transitioned from law to corporate communications and navigated the choppy waters of crisis management in the fast-moving consumer goods and energy industries in Venezuela. She addresses the challenges she faced during labor strikes and NGO confrontations, and outlines her strategies for gaining internal alignment and agreement on strategy.

Maria, with her vast experience, underscores the significance of comprehending the internal and external environment before springing into action during a crisis. She speaks on the power of influence in times of crisis and shares some practical tips on involving operations staff and other decision makers early on. Are you curious about crisis tabletop exercises? Maria talks about how they can serve as an effective tool for executives navigating the labyrinth of a crisis. Loaded with insights, this episode is sure to enrich your understanding of the nuances of crisis management and communication.

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