Issues Management
Effective issues management is critical to protecting brand reputation and maintaining stakeholder trust during volatile moments. Whether it's a customer service issue, a disgruntled employee, insider trading, or an attack from a market competitor—how and when you respond impacts your reputation. I help brands prepare for potential crises and respond effectively when challenges arise. My track record includes successfully managing high-stakes corporate issues while maintaining brand integrity and stakeholder confidence.
Areas of Experience
Stakeholder mapping and engagement: Identifying who needs to be informed or involved (employees, investors, customers, board, regulators, etc.)
Media relations and external communications: Managing press inquiries, crafting proactive statements, social media response, etc.
Internal communication and enablement: Equipping front-line teams with approved talking points and best practices to navigate questions from customers or industry partners
Monitoring: Working alongside agency parters for social listening, media monitoring, and establishing employee feedback channels to catch issues early
Crisis response protocols: Defining criteria for when something becomes a "crisis" vs. manageable issue. Also establishing clear decision-making processes and approval chains
Executive communications and spokesperson readiness: Ensuring leadership is prepared, aligned, and trained
Post-crisis analysis: Debriefing what worked and didn't, updating playbooks
Third-party coordination: Managing agencies, legal counsel, consultants, and other external partners
Reputation monitoring and measurement: Tracking sentiment, SOV, and brand health metrics before and after
