A case study in crisis communications

By Lisa McCutchion, GM Corporate Marketing & Communication

A case study in crisis communications

By Lisa McCutchion, GM Corporate Marketing & Communication

A case study in crisis communications

By Lisa McCutchion, GM Corporate Marketing & Communication

  • 01

    Start listening

    First comms response to a crisis is to turn on your listening tools, then go to where the conversation is happening.

  • 02

    Go multi-channel

    Facebook is fast, but when the stakes are high you need to use all the channels preferred by your clients.

  • 03

    Be generous

    Generosity was an appropriate reaction to this deeply distressing and disruptive event, and it was a sensible risk management strategy.

When Probuild’s crane fell into an occupied residential building at Frasers Property Australia‘s Discovery Point community last year, our crisis communications protocols were put to the test. Our response – to take ownership of communications with affected residents and the public and to manage their housing needs and justifiable distress for the eight day duration of the incident – put us squarely in the firing line.

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