Crisis and issues
A plan written before the bad day, and a senior consultant on the phone when it comes.
The 24-hour issues line
If something goes wrong out of hours, call us. A senior consultant answers or calls back within 15 minutes, every day of the year (sample).
For clients on an issues retainer; others are helped when a consultant is free (sample).
The first hour
0 to 15 min
We call you back and listen
A senior consultant, not a call centre. What happened, who knows, who is asking.
15 to 30 min
The facts on one page
What we know, what we do not know yet, who is affected and what is being done.
30 to 45 min
A holding statement
Three or four sentences you approve, ready for the first journalist who calls.
45 to 60 min
People told in the right order
Staff and the people affected first, then the media; your spokesperson briefed.
What an issues retainer includes
Most issues can be seen coming. We write down what could happen and what you would say.
- An issues plan for your top five risks
- Holding statements drafted and approved in advance
- The 24-hour line for your team
- Two practice drills a year
- Spokesperson training for two people
Got a story, or a problem?
Send it to us in five lines. A consultant replies within one working day (sample); out of hours, call the issues line.