Crisis

If it is already happening, call.

Most of this practice is about the advantage of having known beforehand. Sometimes there is no beforehand. We take those engagements, we take them quickly, and we start before the paperwork does.

HOUR 0 You call HOUR 1 Monitoring live across every surface HOUR 4 Spread mapped, origin identified SAME DAY Options, with consequences

The first day decides most of what follows. Spending it deciding who to call is the expensive part.

What we do first

Facts before strategy.

Establish what is actually out there

Not what you have been told, or what someone forwarded. The full current picture across search, social, forums, press and the answer engines, captured and timestamped.

Find where it started

Origin, route and amplification. Who posted first, what carried it, and whether it is still spreading or has already peaked. These lead to completely different responses.

Separate the real from the noise

How much of this is organic, how much is a handful of accounts, and how much is visible to anyone who is not looking for it. Most things feel larger from inside.

Set out the options

Each with its consequence, including doing nothing — which is sometimes correct and almost never recommended by people paid to act.

Then

Through it and after it.

What the engagement covers

Through the event, and the part most people stop paying attention to.

Continuous monitoringHourly while it is live, so decisions are made on current facts.
Platform actionWhere content is removable, filed correctly and pursued.
Correction at sourceWhere reporting is factually wrong, taken up with the publisher directly.
Working with your advisersAlongside counsel and communications, supplying the documented record they need.
The recoveryWhat search and the answer engines say three and six months later, which is where this is actually won.
A standing watch afterwardsResurfacing is common on anniversaries, related news and subsequent coverage.