Crisis Communications
Stabilizing Reputation Under Maximum Pressure
Crises emerge without warning: regulatory probes, data incidents, operational disruptions, or leadership events. We help clients establish control of the narrative from the outset and keep key stakeholders aligned so that business and valuation remain protected.
Response Framework
- Immediate assessment identifies stakeholders, escalation speed, and reputational impact.
- Response strategy establishes communication discipline and timing.
- Key messages support spokesperson execution across media, social platforms, internal channels, and regulatory interfaces.
Representative Engagements
Cross Border Mapping Crisis
A global technology leader encountered regulatory scrutiny in China when its mapping service listed Taiwan alongside the mainland. We swiftly assessed the situation and public sentiment, then coordinated unified messaging for employees, regulators, media, and social platforms. Extensive internal alignment ensured global headquarters understood China specific regulatory realities, maintaining stakeholder trust across borders.
Merchant Protest Crisis
A global payments platform faced urgent on-site protests from Chinese merchants at its Shanghai office. We conducted an immediate situation assessment with local management, regional communications specialists, and U.S. headquarters leadership, then established response protocols and communication discipline. Real time social sentiment monitoring helped resolve the on-site issues while protecting the broader reputation.
European Automotive Advertising Crisis with China Implications
A global automotive manufacturer headquartered in Europe launched a television commercial in Europe featuring a Hollywood star with known Tibet-related associations, depicting a journey from Hollywood to Tibet and interactions with a young monk in a snowy landscape. Although the campaign was released only in Europe, our advisers identified potential reputational risk in China through social media monitoring. We promptly alerted the client’s China management team and engaged the group’s global early-warning function to activate contingency planning. Approximately four days later, as social media discussion intensified, Chinese state media published related reports and public sentiment escalated. Thanks to advance preparation, we had already supported the client in drafting and pre-clearing an external statement: the group said it was sorry if the advertisement had offended the Chinese public. The statement was subsequently picked up by international media. Due to timely action and consistent messaging, the client’s China business was not materially impacted, and brand reputation and operations remained stable.
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