How we work_test

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The 3 phases of a crisis
Our offering
Our offering
Stage 1: Prepare
Stage 2: Respond
Stage 3: Repair
Understand risk
Optimise processes
Develop plans
Extract information
Manage the media
Reassure stakeholders
Review systems
Legal processes
Rebuild trust
The first suite of services we offer deals with helping companies to prepare for
crisis. First, we take time to audit the company’s levels of readiness, then we help
the business to plan for crisis, before testing our work with simulation exercises.
Discover
Plan
Test
Audit current protocols Scenario planning Various simulation
and communications
exercises to test the
assets
Develop crisis protocols quality of your crisis
plans:
Interviews with senior Map crisis team, roles
execs / leadership and responsibilities FTI Fortify Workshop
Benchmark against best Social listening and FTI Fortify Simulation
practice
media monitoring
Vulnerability
Review company culture KOL, third-party and assessments
stakeholder mapping
Map all stakeholders and engagement
FTI Detect – audit of the Media, spokesperson
cyber shadows left by and interview training
senior management
Employee
communications
preparation
The second phase involves the services we typically expect to provide during a
crisis situation. This list is not exhaustive, as no two crises are ever the same.
We bring discipline and the benefits of prior experience to ensure various
contingencies and potential outcomes are considered and analysed in a given
situation. In this way, we aim to enable our clients to execute coordinated and
consistent communications responses.
D-day
As the crisis
Ongoing fallout
evolves
from the crisis
Rapid on-the-ground team Victim support
Litigation communications
deployment, including full
Investor relations advice Preparation for
back- office support
parliamentary hearings
Employee communication:
Strategic advice: response,
Town halls, staff emails Investor relations: Briefing
messaging, recommended
analysts and forecasts,
approach
Regulatory liaison
consensus management
Engagement with
Customer engagement
Employee engagement:
stakeholders
Rapid response correcting New structures,
Monitoring: social and misreporting
restructuring, working
mainstream media
practices & culture
Background media
listening
briefings
Ongoing media
Analysis and
engagement
Comms materials: Scripts,
recommendations
key messages, Q&As
Media relations, journalist
FTI Fortify60 – our mobile
engagement and response
app for crisis comms
Personal security
The final phase is recovery. A crisis event can often trigger widespread changes
to an organisation, not just in terms of its reputation. Management might change,
jobs may have been lost, new strategies developed and deployed.
Our goal in the recovery process is to position the crisis as firmly in the past, emphasising
the progress made to restore confidence and bridge to long-term growth and success.
Once the crisis has subsided and recovery is underway, FTI Consulting helps clients to
identify and apply the lessons learned, facilitating continuous improvement and assured
management of future issues.
Analyse
Reposition
Embed
Crisis evolution and Positioning of past events Targets & KPIs
experience feedback from
Rewrite the story
Demonstrating progress
management team
and success
Re-articulating corporate
Media coverage analysis
narrative (values,
Executive/leadership
Social and digital media perspective etc)
profiling
analysis
Media engagement
Embedding best practice
Internal and external
and institutionalising
Stakeholder reengagement
perception studies
knowledge
Update and revising crisis
management protocols
Why are we different?
Some of our crisis work in recent years
FTI Consulting has decades of experience in supporting companies, governments and individuals through crisis situations. From the aftermath of
the Deepwater Horizon tragedy, through plane crashes, products recalls, fraud, investor activism, cyber breaches and many more. As such we are
ideally positioned to support Boards in preparing for and dealing with crises.
Lessons learned:
Multi-disciplinary: Holistic view:
Collaborative approach:
We have been in the As a multi-disciplinary A crisis isn’t just about Many of us are former
thick of some of the most business advisory
your share price, or your journalists, lawyers,
challenging corporate firm that focuses on customers, or the media litigation experts so
crises of recent times. The defending our clients’ or politicians. It’s about we understand where
lessons we have learned enterprise value, we offer all of them together. We everyone is coming from.
in these most exacting much more than other ensure that the advice we We always work closely
of situations now benefit communications firms and give takes all interested with your other advisers,
those clients facing crisis have access the insights parties into account. including your legal
issues of their own. and expertise from our
team, to provide the best
colleagues across our
possible outcome.
global business segments.
Boardroom experience:
Finally, our financial PR
heritage means that we
are very used to standing
toe to toe with the C-suite
in the Boardroom. It is
our mission to ensure
that reputation sits at
the heart of the Board’s
decisions in times
of crisis.