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Evaluating Crisis Management

Many years ago (30 years, to be precise) Commercial Union ran a TV campaign with the strapline “We won’t make a drama out of a crisis.” It hit all the right buttons – reassuring consumers that the company was a safe pair of hands that would handle claims efficiently, calmly and without demur. The same level-headedness is certainly required when an incident or accident hits the headlines and health and safety (and corporate reputation) are suddenly in the spotlight.

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