When a company or an organisation gets something wrong they have two choices from a communications perspective - put their hands up and apologise or continue to plod on defending their mistake.
Two great examples of these different approaches in the last 24 hours – one serious one not serious.
Joanna Lumley’s hijacking of an impromptu press conference with immigration minister Phil Woolas yesterday was a good example of plodding on regardless. Once you’ve seen the clip you’ll know who you trust and who you don’t. Why a government with so many huge issues to manage continues to fight this battle is beyond me. But setting a monotone and uncharismatic minister alongside a famous and popular actress who clearly has the moral high ground is just plain stupid.
On a lighter note, Emma Porter of Kaizo (http://twitter.com/emmapotter) highlighted the ad above from M&S in this morning’s Metro, detailing its change of heart over the premium it charges for D-cup bras.
One approach builds loyalty and supports the brand – the other reinforces failings and undermines future communications.
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