When Crisis Calls
Introduction
LEWIS PR offers one of the strongest issues and crisis management packages in global PR – a complete range of crisis control, reputation management and media training services, underpinned by substantial journalistic experience. The LEWIS PR crisis management team is led by a group of former BBC journalists with many years of direct, practical experience. They have worked at the highest levels of the modern 24-hour news media, handling a variety of international, high-profile crises on the global media stage. The LEWIS team is intuitive - it knows how the media works because of journalistic instinct and an understanding of how the media plans, thinks and reacts. We know how to best protect, nurture and enhance the value of your reputation if and when a crisis calls.
When crisis calls: what we can provide to position you and your business
With today’s 24/7 news cycle ‘churn’ and the increasing number of social media channels, issues and crisis management can no longer be considered a nonessential corporate or personal add on. In a world where the corporate crises of brands such as BP, Toyota and Eurostar are played out in full public view, social media conversations mean the fragility of your brand’s reputation has never been greater. And public expectations of your openness and engagement have never been higher. Without the discipline of crisis management planning, and the proactive speed of professional response, you can, at the very least, face serious loss of consumer, employee and stakeholder confidence. At worst, you can face financial meltdown with your brand (and share price) suffering public vilification that can take years to recover from. LEWIS PR’s issues and crisis communication package will protect your reputation when you need it most; before and in the midst of a crisis when people are discussing what you are saying and doing and crucially, how you are responding. We know how journalists will be approaching your particular situation and the answers they will be demanding on behalf of the public, your consumers and stakeholders. LEWIS PR will also be there long after media attention has moved on to oversee your brand’s reputation recovery.
Our in-house journalists will train clients on how best to react when confronted with a PR crisis. We create and stress-test crisis plans and rehearse processes adopting realtime scenarios. Whatever the situation may be, we have the necessary expertise to take over your communications management fully or to work directly with your existing communications structures. We approach your reputation and issues management as journalists would so that you know what to expect and are ready to engage constructively, confidently and openly with the public debate that surrounds you. This is about far more than business continuity. It is about business survival in the modern multi-channel digital era.
The LEWIS PR GO Team: global rapid reaction
For major international situations, LEWIS PR’s on-staff journalists have the capacity to move to any global location within hours of a crisis developing. On-the-ground crisis management teams would liaise directly with your in-country communications teams or take over the running of your communications operations fully if no local staffing is immediately available. Agreed company “lines to take” would be issued regularly whilst your media response would be managed where it matters most – at the heart of the crisis situation where the world is watching. The era of press statements issued centrally and slowly is no more. Your company’s agreed position now needs to be in the communications mix from the outset. If you are not in the global conversation, you will lose out.
Paul Charles
Chief Operating Officer
Before joining LEWIS in 2010, Paul was Director of Communications for Virgin Atlantic and close advisor to Sir Richard Branson. Prior to this, Paul was Director of Communications at Eurostar and a presenter and reporter for the BBC. Paul has 20 years’ experience in reputation management and has covered a number of different crises including: • • • • • • •
Aircraft incidents Train accidents and disruption Hurricanes Riots Serious crime Identity fraud Financial wrongdoing
As an expert in both aviation PR and crisis communications, many broadcast channels were keen to interview Paul during the volcanic ash cloud crisis that occurred in April 2010. Paul spoke to the media and offered his advice on how the airlines should best deal with the unfolding crisis from a communications standpoint. His comments helped set the news agenda during the sixday crisis. Paul has also co-ordinated and run some of the world’s highest-profile launch events in the film, sports, and transport/travel industries and overseen many projects involving royalty, celebrities and other VIPs.
Clarence Mitchell
Director of Media Strategy and Public Affairs
Clarence spent 20 years reporting for BBC Television and Radio News. During his time as a News Correspondent, he reported on a number of crisis situations including: • The aftermath of the crash that killed Diana, Princess of Wales • The troubles in Northern Ireland • The Balkans conflict • The 9/11 terrorist attacks After leaving the BBC, Clarence joined the Cabinet Office to become Director of the Government’s Media Monitoring Unit, overseeing its development and later transfer to the Central Office of Information. Whilst there, he was seconded to the Foreign and Commonwealth Office and sent to Portugal to act as media handler for Kate and Gerry McCann after their daughter Madeleine disappeared in Portugal. The McCanns later took Clarence on as their full time media spokesman, a position he still retains. Most recently, Clarence ran the Media Monitoring Unit for The Conservative Party during the 2010 General Election campaign.
Michael Gonzalez
International Media Consultant
As a former journalist for GQ and Maxim Magazine, Michael has over 15 years’ experience in journalism and communications. He has provided strategic consultancy to organisations from a wide range of sectors including technology, finance, healthcare, energy, sports and academia and regularly conducts media coaching for CEOs and other senior executives in Europe, Asia, The Americas and the US. A specialist in global media relations, Michael has a thorough understanding of how various cultures and media landscapes operate and as such is well-placed to provide consultancy on international crisis management
David Brown
Head of Editorial
David is a former journalist with more than 20 years’ experience writing for newspapers including the News of the World, The People, The Sun, Daily Express and The London Paper. His role at LEWIS involves enhancing clients’ profiles by gaining coverage in national, regional, consumer and B2B media. He also holds regular training sessions on media handling, press release writing and reputation management. Fielding press enquiries, copy writing, media training and counsel and offering strategic advice on crisis management. Having reported on the troubles in Northern Ireland and the 9/11 terrorist attacks David is attuned to dealing with crisis situations
Ian Williams
Head of Technology Media
Before joining LEWIS, Ian worked as deputy editor for The Inquirer. He has also worked in the video game industry and spent the early part of his career with Eidos before moving into journalism where he stayed for five years. Ian’s diverse experience and passion for technology makes him an ideal sounding board for a range of technological issues. With a keen interest in all things technological, Ian has reported on a variety of developments from latest innovations to breaking crises across the IT industry.
Other crisis services include:
Crisis audit We will assess your crisis planning, help you identify potential crises in your sector and hold desktop exercises so your teams can be fully-prepared.
Traditional media training At both CEO and company spokesperson levels, with key messaging development, delivery techniques and on-camera/instudio interview rehearsals.
Full crisis scenario planning and bespoke real-time rehearsal exercises This involves simulating media “doorsteps� with real TV crews and journalists on a regular basis to ensure you are fully prepared if and when a crisis occurs.
Contact us
LEWIS PR Millbank Tower Millbank London SW1P 4RS T: +44 (0) 20 7802 2626 E: crisis@lewispr.com W: www.lewispr.com Twitter: @lewispruk
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