Comments
A few crisis management tips for Eurostar
2009-12-22 11:49:35
If you'd asked me a week ago, I'd have put Eurostar in my top ten brands list. Given its long and tortuous history -it arrived 120 years after the original Act of Parliament allowing for the tunnel to be built was passed - the Channel Tunnel has been one of the great infrastructure advances of our lifetime, and the Eurostar experience a cut above the average rail trip.
It is in part because it's reputation is strong that the damage done by recent events appears to be so severe.
What needs to be done now is fairly obvious. Get the service back running again. Compensate those worst affected by the disruption. Sort out the condensation systems that led to the initial breakdowns. And learn any lessons from the last few days.
The most important of those is getting the service back running again, which will act as a reminder of what a great thing it is that London and Paris, or London and Brussels, can so easily and so quickly be connected. Two and a quarter hours to Paris. Under two hours to Brussels. It is a fantastic thing.
At the moment, all we are getting is an orgy of the media's favourite word - 'anger' - as disgruntled or stranded passengers queue to give their horror story.
Clearly what happened is unacceptable. But sometimes these stories are presented as though the disruption was deliberately planned by a wilful and incompetent management.
I imagine the last thing Eurostar executives want or need at Christmas is to be hanging around St Pancras or the Gare du Nord getting chased by cameras and berated by customers. Being the panto vilain for the season is part of the punishment they have to take.
But if all of the above can be done within a reasonable time frame, and with a sense of steady progress towards a set of clear objectives, then the reputational damage, because of the strong reputational base they have, can be contained. But it does require a real sense of empathy, urgency and progress towards getting everything sorted.
I did not see the interview with chief executive Richard Brown described by Stefan Stern in the FT today as 'a case study in how not to apologise for a corporate disaster.' But I heard an excellent Eurostar interview on Five Live yesterday - I think the man's name was Nunn - which struck the right tone and balance between taking the complaints seriously while setting out how things were being sorted.
Crisis management is an inexact science. But assuming anyone at Eurostar has time to read a blog or two, can I offer a couple of observations from my own experience of crisis management in the public eye.
The first is that you once you are in crisis management mode, you have to explain everything you are doing. There is no such thing as too much information or explanation at a time like this. The overall objectives have to be set out clearly, alongside the detailed plans by which they are to be met. This is communications which has to operate at every level - mainstream media, particularly TV and radio, constant updating of company website, direct comms to customers and staff, advertising, marketing materials. There has to be a sense of the situation being calmly brought under control, according to an incessantly communicated plan.
For those managing the crisis, perhaps the most important insight to hold onto is that the crisis will end. It may end in policy changes, personnel changes, resignations and recriminations. But it will end, and a sense of normality will return. Eurostar should even now be preparing to exploit that moment to the full, in terms of communicating a core message - which will be that everything is back to normal. Provided the crisis is resolved reasonably quickly, and competently, there is no reason why, once the storm has passed, Eurostar should not remain pretty high up the brand reputational ladder.
Indeed, sometimes sorting out a crisis can add to reputational strength. Willie Walsh at BA did himself no harm at all in getting his head above the parapet, and keeping it there till the situation was sorted, when Terminal Five got off to its chaotic and incompetent start.
It probably doesn't feel like that to Mr Brown and his team right now. And doubtless I would be expressing myself somewhat differently if I was currently stuck in Paris or Brussels.
But that is the other thing to remember ... there is an epicentre to a crisis, and that is where Mr Brown and the worst affected passengers are based. The rest of the world carries on turning around them. In fact, provided the situation stabilises soon, I'm keeping them in my top ten for now.
Archive
Obama's win good news for politics everywherePublish date: 2010-03-23 10:11:13
I take my hat off to a genius brieferPublish date: 2010-03-22 17:21:23
With Hague disabled, Labour team v Tory team even more importantPublish date: 2010-03-19 11:43:25
Tory lack of clarity gets candidates jitteringPublish date: 2010-03-18 10:12:25
Is Kate Winslet's split more important than Michael Foot's funeral?Publish date: 2010-03-17 11:38:52
Why Sir Trevor did no favours for CameronPublish date: 2010-03-16 10:57:18
Support the Street Kids World CupPublish date: 2010-03-15 11:25:17
Bumping into Peter M on the fundraising campaign trailPublish date: 2010-03-14 00:27:35
Adonis shows the way on transport, and debatesPublish date: 2010-03-12 12:22:05
The record needs a better hearing - Labour and ToryPublish date: 2010-03-11 08:50:51
What happened to the detoxification of the Tory brand?Publish date: 2010-03-06 12:00:38
Support, activism and hope returning to LabourPublish date: 2010-03-05 09:46:34
Happy Birthday Lord Ashcroft HB2UPublish date: 2010-03-04 10:59:48
Michael Foot ... above all else a lovely manPublish date: 2010-03-03 14:22:46
Elvis support for Labour lifts the mood furtherPublish date: 2010-03-03 10:16:30
Hoovergate - the rebuttal amid hope of Labour winPublish date: 2010-03-02 13:00:35
At least Britney knows what she is singing aboutPublish date: 2010-03-01 10:57:28
News blackout on Olympian success storyPublish date: 2010-02-28 14:52:49
Kseniya Simonova's got talentPublish date: 2010-02-27 21:14:58
Debate expectations in a good place for GB and CleggPublish date: 2010-02-26 10:21:53
We all agree - Carlisle is cleverer than DCPublish date: 2010-02-25 11:59:11
On News International phone-hacking and CameronPublish date: 2010-02-24 09:40:08
GB, temper or not, a better leader for Britain than DCPublish date: 2010-02-23 10:24:48
Cameron inquiry call says more about him than GBPublish date: 2010-02-22 15:15:59
Some great stuff in The Observer todayPublish date: 2010-02-21 11:00:46
Game definitely on. If polls narrow more, Tory jitters set inPublish date: 2010-02-20 14:35:40
Cameron so right about pigs in pokesPublish date: 2010-02-19 09:12:50
How twitter is changing balance of power in film indsutryPublish date: 2010-02-18 12:00:19
Thanks for the thanks. Is online shopping not always like this?Publish date: 2010-02-17 10:44:30
There'll be another New Big Idea along in a momentPublish date: 2010-02-16 09:53:22
People may listen more to the political GB having heard the personal GBPublish date: 2010-02-15 13:11:57
Happy Valentine's Day. My present to you is Jacques BrelPublish date: 2010-02-14 12:06:54
A celeb fest in my weekend of culturePublish date: 2010-02-13 10:38:58
Alan Johnson right to stand up for security servicesPublish date: 2010-02-12 14:27:56
Time to turn up volume on sport schools revolutionPublish date: 2010-02-11 10:17:54
Let's give Cameron a Doris Day moment over AshcroftPublish date: 2010-02-10 10:29:05
Time for Maya's voice to be heard amid the non-tearsPublish date: 2010-02-09 09:04:22
Marr needs to explain his 'sexed up' question re casualtiesPublish date: 2010-02-08 13:55:36
On GB's tears with Piers, and my emotional moment with MarrPublish date: 2010-02-07 16:04:56
On NI, Tory fears of Labour spinsters, and headbands in sportPublish date: 2010-02-06 10:00:25
Daily Mail tells truth shock horrorPublish date: 2010-02-05 08:54:36
Welcome to the virtual Maya launch partyPublish date: 2010-02-04 10:38:44
Public ahead of press on the mess that is CameronPublish date: 2010-02-03 13:52:26
Cameron winning on media support but losing on leadershipPublish date: 2010-02-02 10:47:50
Buy The Blair Years and raise cash for LabourPublish date: 2010-02-01 09:00:00
A lesson in campaign mindset from young Labour studentsPublish date: 2010-01-31 13:14:19
Media tweets show the real agendaPublish date: 2010-01-29 21:18:59
TB made a judgement, and is defending it wellPublish date: 2010-01-29 14:04:38
On inequality, special advisers, Ireland, and TB/IraqPublish date: 2010-01-28 13:45:08
Message machine Mandelson on form todayPublish date: 2010-01-27 12:15:42
Only one place to be tonightPublish date: 2010-01-26 09:20:26
Cameron and tweeting ought to be natural fitPublish date: 2010-01-25 11:55:58
Big bucks campaigning not what it's cracked out to bePublish date: 2010-01-24 10:28:57
A life in unemployment statisticsPublish date: 2010-01-22 09:39:21
Learning the wrong Iraq lessons for Afghan warPublish date: 2010-01-21 10:24:46
Denis MacShane MP on the rewriting of history re Iraq warPublish date: 2010-01-20 10:44:07
Darling v Gove, Osborne and help the rich squad is No ContestPublish date: 2010-01-19 10:12:27
Dacre's DownfallPublish date: 2010-01-18 03:30:21
Rebutting the good and the bad, and support from football fansPublish date: 2010-01-17 12:45:38
Mandela is a great man, Invictus a great filmPublish date: 2010-01-16 08:54:48
Is Paul Dacre hiding a guilty secret that explains his deranged paper?Publish date: 2010-01-15 09:56:24
What's the real fight to be had?Publish date: 2010-01-14 10:20:20
On Owen Coyle and Brian LawsPublish date: 2010-01-13 18:27:58
Thanks to friend and foe alike for helping yesterday go byPublish date: 2010-01-13 08:49:25
So far so good in campaign to remove discriminatory lawPublish date: 2010-01-11 09:48:15
Thanks to Will Hutton for talking sense on 'class war'Publish date: 2010-01-10 12:56:48
In defence of airbrushed postersPublish date: 2010-01-09 16:45:29
Fire is always best turned on the ToriesPublish date: 2010-01-07 15:41:19
On Hoon-Hewitt and John PrescottPublish date: 2010-01-07 00:55:10
Sad and baffled to see Coyle goPublish date: 2010-01-05 16:26:05
Cameron's wobble the product of his team saying what their audiences want to hearPublish date: 2010-01-05 10:50:58
New Tory slogan - if you've got the cash, splash it on crap adsPublish date: 2010-01-02 12:11:18
And the musicians of the decade were ... The Beatles and The KingPublish date: 2009-12-31 18:52:25
Prepare for avalanche of Ashcroft posters for ToriesPublish date: 2009-12-30 15:06:06
Here's Good Luck to you, Mrs RobinsonPublish date: 2009-12-29 12:22:42
One man's White Christmas joy is another's football disasterPublish date: 2009-12-24 13:36:05
My favourite fact of the day - a French decimal time systemPublish date: 2009-12-23 16:48:00
Do we need same approach to booze as smoking?Publish date: 2009-12-19 09:13:28
Prepare for tears, tantrums and an imperfect but miraculous Copenhagen conclusionPublish date: 2009-12-18 10:23:03
London 2012 and Copenhagen today ... different approaches to tight deadlinesPublish date: 2009-12-16 11:13:21
Tiger cut off at the knees. I bet he'll be backPublish date: 2009-12-14 11:03:17
Cameron Shameron on the need for new laws to clarify Ashcroft tax statusPublish date: 2009-12-13 17:06:56
When poor mental health creates great art ...Publish date: 2009-12-12 15:21:13
Giggs gets my Sports Personality vote, but I'll miss the big momentPublish date: 2009-12-11 13:56:15
Tough day for Labour, but tough questions for Tories tooPublish date: 2009-12-10 10:03:13
Alistair Darling's quiet authority key part of recovery.Publish date: 2009-12-09 11:03:25
Clegg risks squeeze as election nearsPublish date: 2009-12-08 15:30:58
Copenhagen really matters. Guardian front page sets scene wellPublish date: 2009-12-07 10:26:33
Four years on, what do we think of Cameron's leadership?Publish date: 2009-12-06 13:55:17
Boris and Waddles, an everyday tale of Tory croneyismPublish date: 2009-12-05 09:53:35
The Speaker's wife is a credit to him, and spot on about Cameron's ToryismPublish date: 2009-12-04 10:52:37
PMQs win for GB was a direct result of Cameron's strategic failurePublish date: 2009-12-03 08:21:10
Cameron's conkers add to his problem with serious opinionPublish date: 2009-12-02 10:59:45
Sarko at risk of riling Obama and GB. Cameron on conkersPublish date: 2009-12-01 10:29:48
The life and death of the man who made the link between exercise and healthPublish date: 2009-11-28 11:37:29
Even top Tories think Dave and Co can't do piss up in a breweryPublish date: 2009-11-27 20:51:29
Well done BBC Inside Sport. Shame on media for news blackout on Coulson bullying casePublish date: 2009-11-26 13:59:57
Well done BBC in Mental Health Media awards. Looking forward to Inside Sport on depression tonightPublish date: 2009-11-25 10:26:22
BBC main bulletin blackout on leaders' speeches bizarrePublish date: 2009-11-24 10:17:48
Business right to be worried about Tory axe on RDAsPublish date: 2009-11-23 10:17:12
Why should Brown and Cameron apologise for being seen to pay tribute to the war dead?Publish date: 2009-11-22 11:12:38
Beware climate change denial dressed up as 'commonsense'Publish date: 2009-11-21 12:54:27
Something for the weekend - a long lazy blog lifted from interviewsPublish date: 2009-11-20 12:35:23
If France and FIFA won't act on Thierry Henry, let's have a boycott of Gillette razorsPublish date: 2009-11-19 10:09:00
Never in the history of human taxation has so much been promised from so many to so fewPublish date: 2009-11-18 18:32:39
Tories far from 'effete and unfamiliar' when it comes to twisted tax prioritiesPublish date: 2009-11-18 09:52:12
Two very different stories of depressionPublish date: 2009-11-17 17:17:11
Congrats to Ellie on PPB campaign, and Willy Hague on getting van RompuyPublish date: 2009-11-17 11:40:14
Private schools worse than State schools - unless it's drugs you're after. DiscussPublish date: 2009-11-16 12:10:25
Fiona Millar 5 Toby Young 0Publish date: 2009-11-15 13:18:38
Where we fight we winPublish date: 2009-11-13 11:22:00
Good luck to Number 10 on 'lobby' review. And a big NO to the other PRPublish date: 2009-11-12 14:39:11
Robert Enke RIP. May his death increase understanding of depressionPublish date: 2009-11-11 17:59:53
On the exploitation of grief to get GordonPublish date: 2009-11-11 08:59:01
Why Tories are not home and dry, and wrong to call GB callousPublish date: 2009-11-10 13:00:20
Labour needs more of the winning mentalityPublish date: 2009-11-09 10:30:44
The scandal of friendship and the shame of Who Wants to be a Millionaire?Publish date: 2009-11-07 10:53:53
US clarity of strategy required for full explanation on AfghanistanPublish date: 2009-11-06 10:31:48
Just because he is French doesn't mean he's wrongPublish date: 2009-11-05 10:58:46
Congratulations to David Cameron and Trevor KavanaghPublish date: 2009-11-04 10:34:36
Is there a Sun blackout on Cameron's dumping of 'cast iron guarantee' on Europe?Publish date: 2009-11-03 20:37:04
Johnson seems to get it on immigration. Right on advisors advising tooPublish date: 2009-11-03 11:58:59
Public opinion on climate change - the public might be the problemPublish date: 2009-11-02 11:37:23
In praise of Stephen Fry, who should tweet or not as he sees fitPublish date: 2009-11-01 09:29:34
John Sergeant spot on re TB. TB's Olympics legacy. Liam Gallagher's generosityPublish date: 2009-10-30 11:50:44
Conservative contortions on Europe and BlairPublish date: 2009-10-29 11:44:12
Two-jobs Osborne suffering credibility deficitPublish date: 2009-10-28 09:14:22
Canaries win AC spin award with dark nights productivity surveyPublish date: 2009-10-27 09:41:48
Blair - dead big in Japan!Publish date: 2009-10-26 17:21:17
No complacency, variants on a themePublish date: 2009-10-24 09:48:46
Griffin may have been dreadful, but there can be no complacencyPublish date: 2009-10-23 11:57:29
Margaret Hodge MP on how to fight the BNPPublish date: 2009-10-22 16:48:39
Thanks to Charlie Falconer and Dominic Grieve - yes, I know he is a ToryPublish date: 2009-10-21 17:24:18
On Biscuitgate, barmy Tory policy, and BNP v GeneralsPublish date: 2009-10-21 10:36:15
More on Obergruppenfuhrer Dacre, Biscuitgate and Bullingdon ConservatismPublish date: 2009-10-20 12:16:37
Biscuitgate and Susan Boyle, no win territory for GBPublish date: 2009-10-19 12:31:00
Hating the Mail - a mindset worth havingPublish date: 2009-10-17 11:28:12
A line by line guide to the Mail statement on Gately article outragePublish date: 2009-10-16 19:12:36
Hit the Mail where it hurtsPublish date: 2009-10-16 16:36:02
Talking Cameron and Obama with US Democrats. Progressive Convervatism? No, he can'tPublish date: 2009-10-16 10:02:40
Inspired by kids' green passionPublish date: 2009-10-14 18:24:13
Good news on leukaemia, good news on student activismPublish date: 2009-10-13 08:24:21
Musings from Bertie Ahern, and how I won the Nobel prize for literaturePublish date: 2009-10-12 09:26:18
Continuing double standards in the mediaPublish date: 2009-10-11 11:36:21
The best policies in Cameron's speech were those of Labour Big GovernmentPublish date: 2009-10-08 17:07:40
Tongues slipping all over the placePublish date: 2009-10-08 09:00:07
Cameron confuses strategy and tactics and puts Union at riskPublish date: 2009-10-07 10:29:26
Osborne inspires apathy at BBC LeedsPublish date: 2009-10-06 16:01:59
Let's see more of the Tory candidates pleasePublish date: 2009-10-06 09:23:11
Labour needs to fight on record to stop Tory vandalismPublish date: 2009-10-05 14:28:40
VacuDave goes all peevish at difficult questions. Bring on the debatesPublish date: 2009-10-04 23:33:52
Lots of joking around in Jersey, though nothing as hysterical as Dave's Europe positionPublish date: 2009-10-03 10:31:22
On The Sun, Obama in Copenhagen and Alistair McGowan on the looPublish date: 2009-10-01 10:59:49
Sun switches ain't wot they used to bePublish date: 2009-09-30 10:17:14
Darling and Mandelson show what I mean by authenticityPublish date: 2009-09-28 16:28:18
Serious Politics 1 Low Journalism 0Publish date: 2009-09-27 11:55:54
Media's love for Cameron should be turned into a weaknessPublish date: 2009-09-26 10:30:03
Time for ministers to stand up and fightPublish date: 2009-09-25 09:40:26
Today's media double standards watchPublish date: 2009-09-24 09:29:45
Breaking News - GB wins award, Lib Dems face all waysPublish date: 2009-09-23 09:43:49
Why authenticity is the key to comms, and why Merkel will winPublish date: 2009-09-22 08:29:13
Why I love NHS walk-in centresPublish date: 2009-09-21 12:13:03
Here goes with the smoked SalmondPublish date: 2009-09-20 10:40:21
Breaking News - Cameron's vacuousness an impersonator's nightmarePublish date: 2009-09-19 11:06:09
Cameron has an army of spin doctors - aka journalistsPublish date: 2009-09-18 10:07:06
On Scottish independence, Cameron's short-termism, and Jimmy Carter being rightPublish date: 2009-09-17 09:56:56
Is Cameron Alex Salmond's Trojan Horse?Publish date: 2009-09-15 10:13:42
On the TUC, Roy of the Rovers and Anna WintourPublish date: 2009-09-14 11:04:46
Memo to Apple boss Steve JobsPublish date: 2009-09-13 17:36:31
A day in the life of a (crap) City traderPublish date: 2009-09-11 17:52:25
Defend record with pride, attack Tories with gustoPublish date: 2009-09-10 11:06:36
Cameron's Conservatism beyond parodyPublish date: 2009-09-09 10:38:00
On transforned cities, and tales of Princess Di and Laura BushPublish date: 2009-09-08 09:45:54
Labour should put minister up against Griffin on Question TimePublish date: 2009-09-06 12:39:56
School speech the latest source of right-wing frothing at ObamaPublish date: 2009-09-05 08:23:02
More horse's mouth, less Beeb blah pleasePublish date: 2009-09-04 22:49:20
Real respect for sport can be Olympic legacyPublish date: 2009-09-04 09:27:34
First ladies watch out for Japanese bombshellPublish date: 2009-09-03 10:47:19
TV debate - good idea in theory, but ...Publish date: 2009-09-02 15:37:43
'No worries' - the new response to thanksPublish date: 2009-09-01 12:25:19
Tremors of Japanese political earthquake will be felt far and widePublish date: 2009-08-30 15:50:54
Pressure on Ed Miliband can help get a climate change dealPublish date: 2009-08-28 13:39:08
Why Tories and media cannot stomach GCSE success storyPublish date: 2009-08-27 16:03:34
Exposing the absurdity of Chris GraylingPublish date: 2009-08-26 13:20:19
Joy and beauty and a night of magicPublish date: 2009-08-20 10:55:11
Twitter NHS backlash good for ObamaPublish date: 2009-08-14 15:44:49
A lifetime's ambition fulfilledPublish date: 2009-08-08 16:59:02
Breaking the blog-a-day spell as warm up to holidayPublish date: 2009-07-20 17:44:49
No hiding place from Twitter, me on the bike, JP in DCPublish date: 2009-07-17 18:17:09
At last - something Obama cannot do wellPublish date: 2009-07-16 10:05:47
Will MPs take the lead in the debate on euthanasia?Publish date: 2009-07-15 12:30:01
Berlin brothel leads the way to a greener worldPublish date: 2009-07-14 10:57:25
A time for GB to explain the whole picturePublish date: 2009-07-13 12:37:54
All hail Monty, Jimmy and Collie!Publish date: 2009-07-12 20:06:36
First triathlon of the summer for me, education award for FionaPublish date: 2009-07-12 09:43:06
Of Burnley's friendly and Obama's wandering eyePublish date: 2009-07-11 12:38:52
Two great early morning momentsPublish date: 2009-07-10 10:27:07
Cameron had better be sure he's rightPublish date: 2009-07-09 11:06:22
Guardian scoop has big questions for press, cops and CameronPublish date: 2009-07-08 20:40:54
Divisive legend: Lance ArmstrongPublish date: 2009-07-07 10:38:23
First hug a hoodie, now grab a gayPublish date: 2009-07-06 12:57:09
Mail on Scumday's wonderful account of Lansley's kipperdomPublish date: 2009-07-05 13:14:51
Ecclestone undermines his own success with alarming views on HitlerPublish date: 2009-07-04 14:04:04
When the conmen move more quickly than the councilPublish date: 2009-07-03 10:19:52
Andrew Lansley done up like a kipperPublish date: 2009-07-02 10:10:52
A day spent interviewing footballers, then being interviewed by a transvestite comedianPublish date: 2009-07-01 14:47:40
When the power of black eyes fadesPublish date: 2009-06-30 09:24:59
Farewell to Henry HodgePublish date: 2009-06-29 20:41:12
Honouring the power of sport to do goodPublish date: 2009-06-29 14:49:42
Andy Murray is a winner. Is that why some Brits don't like him?Publish date: 2009-06-28 09:19:20
New Parliament will look very different. The younger the betterPublish date: 2009-06-27 17:34:26
Two nice surprises, sad end to dayPublish date: 2009-06-26 09:16:33
Apology from the Spectator on Iraq boosts Henry Hodge fundPublish date: 2009-06-25 19:57:26
Thanks to Mr Harper on mental health, rebuttal of Mr Hague on IraqPublish date: 2009-06-24 23:47:54
Glad to find Eric Cantona in a quiet cinema ...Publish date: 2009-06-24 00:46:23
By Dave's friends shall we know him?Publish date: 2009-06-23 11:30:20
The Speaker has to balance tradition and change - but defend ParliamentPublish date: 2009-06-22 11:58:44
Less a blog than an apology for not having done onePublish date: 2009-06-21 20:07:43
The day Lions skipper Paul O'Connell took my trousers downPublish date: 2009-06-20 11:48:28
On the Iraq inquiry, Independent article wrongPublish date: 2009-06-19 20:28:24
Thank you to three readers, now please get involvedPublish date: 2009-06-19 09:13:35
A tribute to a lovely manPublish date: 2009-06-18 17:19:40
Bad times in Belfast, great day for Burnley, odd statement from Ed BallsPublish date: 2009-06-18 10:04:47
A plea for five-figure cyber-donationsPublish date: 2009-06-17 07:40:42
On two inquiriesPublish date: 2009-06-16 08:57:39
From India to Iran to Labour witPublish date: 2009-06-15 10:13:17
Memories of Princess DianaPublish date: 2009-06-14 09:54:55
A House Divided?Publish date: 2009-06-13 02:53:47
A humbling NHS experience, a media row and a good GB speechPublish date: 2009-06-12 10:48:46
Psychiatrists heading for relegation in 'disease prestige' league tablePublish date: 2009-06-11 10:25:35
The shrinks awaitPublish date: 2009-06-10 09:44:16
As Obama fights for healthcare, let's celebrate the record herePublish date: 2009-06-09 12:52:55
Anger at BNP seats must be turned into activismPublish date: 2009-06-08 14:11:10
Can today be as frenzied as Friday?Publish date: 2009-06-07 10:31:04
Take heart from a win in LambethPublish date: 2009-06-06 18:46:40
JP is right there was no proper campaign but Tories still weakPublish date: 2009-06-05 13:47:20
Do we care more about the NHS or moats?Publish date: 2009-06-04 00:21:23
Guardian of social justice or attention-seeker?Publish date: 2009-06-03 10:19:33
Who says Britain can't deliver the best?Publish date: 2009-06-02 08:08:38
Mainstream has a duty to vote against BNPPublish date: 2009-06-01 11:03:29
Let Diversity inspire a vote against the hate-filled BNPPublish date: 2009-05-31 12:24:20
White House whack at UK media well-timed but sure to be ignoredPublish date: 2009-05-30 13:41:00
Elvis has a plan to make MPs King againPublish date: 2009-05-29 12:09:44
At least there's a campaign on in ItalyPublish date: 2009-05-28 09:04:32
A blow to gay rights and a boost for Cameron's short-termismPublish date: 2009-05-27 11:27:41
It's my blog and I'll be a big kid if I want toPublish date: 2009-05-26 23:25:58
Highs feel better after so many lowsPublish date: 2009-05-26 10:13:12
Only one present countsPublish date: 2009-05-25 11:05:46
Contrast Cheney and BushPublish date: 2009-05-24 12:11:45
Sex (or at least the female form) obsessed BritainPublish date: 2009-05-23 20:49:57
Sport at both ends of the financial spectrumPublish date: 2009-05-23 09:57:23
Stronger together - whether Scotland or expensesPublish date: 2009-05-22 10:22:36
Back to Number 10, familiar faces, familiar argumentsPublish date: 2009-05-21 10:14:34
Speaking up for ParliamentPublish date: 2009-05-20 11:44:17
Peace in the Middle East - yes he canPublish date: 2009-05-19 09:37:35
Breaking news - one frenzy at a timePublish date: 2009-05-18 10:34:30
Getting a good look at Vince CablePublish date: 2009-05-17 09:36:55
How do you solve a problem like Silvio?Publish date: 2009-05-16 09:32:21
It was the internet wot won itPublish date: 2009-05-15 10:04:57
There now follows ... a good whack at CameronPublish date: 2009-05-14 17:21:28
They got their kit off - so you get your cash outPublish date: 2009-05-14 07:41:11
Expenses row must not obscure Tory intentions on minimum wagePublish date: 2009-05-13 16:12:08
We love you Burnley, we do ... what a nightPublish date: 2009-05-13 02:37:17
A tweet cannot express the wonders of TGVPublish date: 2009-05-12 08:48:31
It's Mind week - Get it off your Chest with me and Stephen FryPublish date: 2009-05-11 06:29:15
Hate the Mail, love ObamaPublish date: 2009-05-10 10:04:00
Burnley 1 Reading 0 - a biased reportPublish date: 2009-05-09 21:26:32
MPs expenses - time for party leaders to meet againPublish date: 2009-05-09 09:50:19
Should happiness replace prosperity as national goal?Publish date: 2009-05-08 08:43:23
Musings from a sleepless nightPublish date: 2009-05-07 07:33:49
Darren Fletcher - an injustice that has to be rightedPublish date: 2009-05-06 09:52:29
Maggie's legacy not as great as she thinksPublish date: 2009-05-05 08:33:02
Here's hoping Cardiff is metaphor for CameronPublish date: 2009-05-04 09:38:30
More Mr Benn and Co pleasePublish date: 2009-05-03 10:03:00
Going Fourth with JPPublish date: 2009-05-02 18:25:41
Journalism - print first, think laterPublish date: 2009-05-02 09:10:01
In praise of two poetsPublish date: 2009-05-01 10:26:36
JP hits the road againPublish date: 2009-04-29 18:52:11
My night with Eddie IzzardPublish date: 2009-04-29 10:53:25
Explaining the 50p top tax ratePublish date: 2009-04-28 09:22:53
George Best and Martin McGuinnessPublish date: 2009-04-27 09:02:35
Cameron confused over indepdendence and impartialityPublish date: 2009-04-26 12:20:56
Guide ro Marathon running part 2Publish date: 2009-04-25 11:01:34
Good signals on coal and the OlympicsPublish date: 2009-04-24 10:45:28
Tips for the London MarathonPublish date: 2009-04-23 17:29:27
Missed the Budget, saw why it matteredPublish date: 2009-04-22 23:09:31
Football good, politics bad. AllegedlyPublish date: 2009-04-22 00:00:24
The Great Wall gets greaterPublish date: 2009-04-21 09:55:22
Two sides to police storyPublish date: 2009-04-20 11:39:54
Budgets, Balls, billionaires and Susan BoylePublish date: 2009-04-19 12:31:45
Do muscles have memories?Publish date: 2009-04-18 09:44:44
Bring back standing at footballPublish date: 2009-04-17 14:50:22
When Facebook friends fall outPublish date: 2009-04-16 12:29:16
Guardian sightings and the email and bath plug agendaPublish date: 2009-04-15 11:32:16
The spin is all in the prismPublish date: 2009-04-14 09:22:41
A setback, not a crisisPublish date: 2009-04-13 12:55:19
The real lessons from Damian McBridePublish date: 2009-04-12 10:49:47
Will English always be the dominant language?Publish date: 2009-04-11 10:02:02
On the pipes and what makes a ScotPublish date: 2009-04-10 11:06:20
John Prescott lazy? NO WAYPublish date: 2009-04-09 09:11:31
David Frost is seventyPublish date: 2009-04-08 08:48:38
The Speaker, BBC2, tonight and tomorrow 8pmPublish date: 2009-04-07 14:25:31
Obama, colds and being woken by Korean missilesPublish date: 2009-04-06 11:59:24
When a call matters more than protocolPublish date: 2009-04-05 11:33:42
Green Cities Champions LeaguePublish date: 2009-04-04 10:19:53
Could Cameron have delivered the G20 deal?Publish date: 2009-04-03 10:11:59
Of Benn and BonoPublish date: 2009-04-02 08:21:16
Memo to Sarko - allez vite a LondresPublish date: 2009-04-01 08:46:17
Happy April Fool's DayPublish date: 2009-04-01 01:44:05
Eurostar, Le Monde and a thought for the G20 sherpasPublish date: 2009-03-31 09:17:22
Why Kevin Rudd made an impactPublish date: 2009-03-30 10:24:41
Pre-G20 hype matters less than post-G20 processPublish date: 2009-03-29 13:17:28
The Damned UnitedPublish date: 2009-03-28 10:37:04
A hobby horse, a plug and a bit of sportPublish date: 2009-03-27 10:22:23
Cloughie - he had a lot to be big-headed aboutPublish date: 2009-03-26 09:38:36
A sad sight of the old fearing the youngPublish date: 2009-03-25 17:03:07
Post-modern, post-structural, or bullshit?Publish date: 2009-03-25 08:18:02
Learning the right lessons from ObamaPublish date: 2009-03-24 08:53:15
Lazy Dave needs to keep an eye on lazy KenPublish date: 2009-03-23 11:16:14
Farewell favourite restaurant, hello hometownPublish date: 2009-03-22 08:18:09
Dave, Danny and have the Tories really changed?Publish date: 2009-03-21 08:55:13
Life beyond Dover ...Publish date: 2009-03-20 10:11:21
My friends in The New Statesman - Fergie, Fiona, Tony, Sarah, Kevin, 'Dacre,' and a great GB idea for the G20Publish date: 2009-03-18 10:38:22
Iraq, Iran, GB, Obama and diplomatic chessPublish date: 2009-03-17 10:07:13
The Age of StupidPublish date: 2009-03-16 08:27:13
Is all change good?Publish date: 2009-03-15 10:00:06
The pressure of being a post-modern sex godPublish date: 2009-03-14 10:00:55
Cameron still hasn't sealed the deal with businessPublish date: 2009-03-13 09:21:49
Stand up for social workersPublish date: 2009-03-12 08:31:17
Surely Malcolm Tucker could have told Armando Ianucci ... You can't spin a spinnerPublish date: 2009-03-11 10:58:25
Start of a new approach from Labour?Publish date: 2009-03-10 09:54:12
A peace process still strongPublish date: 2009-03-09 08:21:05
Day of destiny for the real footballer of the yearPublish date: 2009-03-08 09:21:06
Private advice to Peggy Mitchell - the leaked note in fullPublish date: 2009-03-07 08:17:21
Boris, the Tories and the tummy-tickling poodle pressPublish date: 2009-03-06 09:49:37
A day in the life of the self-obsessed TV reporterPublish date: 2009-03-05 07:55:47
GB - good speech, well deliveredPublish date: 2009-03-04 19:31:05
Notes on the environment, a role in EastEndersPublish date: 2009-03-04 10:58:56
She may be my 'wife' but it is time to rebut!Publish date: 2009-03-03 10:52:59
Some speeches matter more than othersPublish date: 2009-03-02 12:04:45
Mental health and the Carling Cup FinalPublish date: 2009-03-01 09:08:17
Inside the chocolate factoryPublish date: 2009-02-28 10:23:59
GB on the G20, JP on Jeremy KylePublish date: 2009-02-27 09:14:36
Charity and the credit crunch, please give generously!Publish date: 2009-02-26 08:55:12
Why oh why are the Tories not home and dry?Publish date: 2009-02-24 09:44:59
Me, Dermot and ten top songsPublish date: 2009-02-23 10:02:19
Names round-upPublish date: 2009-02-22 08:43:39
What's in a name?Publish date: 2009-02-21 09:58:14
Editing the New StatesmanPublish date: 2009-02-20 11:42:36
Salute Peter M’s proper use of the F wordPublish date: 2009-02-19 09:58:58
Labour's communications challenge for the NHSPublish date: 2009-02-18 10:34:39
In praise of KeighleyPublish date: 2009-02-17 14:33:57
A night at the EmiratesPublish date: 2009-02-17 00:06:51
When marriage is testedPublish date: 2009-02-16 13:36:35
Spare me the myths and the whiningPublish date: 2009-02-15 13:29:50
Dave Cameron - is that all there is?Publish date: 2009-02-14 11:11:55
Boris Johnson: F is for ...Publish date: 2009-02-13 07:55:10
The Cameron vacuumPublish date: 2009-02-12 14:48:33
Lincoln, Obama, Blair and the 24 hour media culturePublish date: 2009-02-11 10:28:47
Eighteen interviews later ...Publish date: 2009-02-10 19:24:45
Time to talk about Time to Change on NewsnightPublish date: 2009-02-09 22:47:49
So that’s what they mean by online community?Publish date: 2009-02-08 12:12:51
First blogPublish date: 2009-02-05 15:23:57
Rory
2009-12-23 16:16:11Leaving aside the tackiness of having a top 10 brands list, as a former journalist and press officer, what experience do you have of crisis management?
Nick
2009-12-23 13:08:09I agree that Eurostar's communications have been a disaster in recent days, and to rectify this I understand that they have drawn up a high calibre shortlist for new Head of Eurostar Communications;
1. Damien McBride
2. Jo Moore
3. Derek Draper
An announcement is expected shortly.
Matt
2009-12-22 23:27:58Easy for Alistair to say the crisi will pass. Some of us are stuck in Brussels long term because we have to work here!
betty curtis
2009-12-22 23:18:49Alastair
It brings it all home to us that you can send out weather reports well in advance(TV,Radio News papers,Internet) warning of snow & freezing conditions but as we've seen it doesn't stop people from travelling & trying to have the Christmas Holiday they planned.
The Media shows no balance in any of it's reporting. It's cheap lazy journalism that's got to run for days & days.
I have read Political reports on Labourlist that days later is used by BBC on their main News Bulletins More & more it happens at weekends when they are struggling for News to cover 24/7
If the Tory Media think they've got the Election result of a Tory win a Done Deal! I don't think so! British people make decisions for themselves & it just might be that they ignore the TV,Radio,Newspapers,Guido,Dale, All of them pushing for a Tory Party that is out of step with the rest of the World Economies & we witnessed that they had NO POLICIES to deal with the financial tsunami that engulfed the whole World & it would've cost us dearly if we didn't have Brown & Darling to lead us through the recession & although it will be slow we can see some signs of recovery it's been nothing as destructive as the Thatcher years that ordinary people in the North of England & Scotland experienced.
So! is it to be a change of Government for change sake because the media says it & the cyclical change must happen?
REMEMBER THATCHER-- The people of Scotland & Wales didn't
vote for her but she won because of the Tory vote in England got her elected. If people are not convinced that she & her idealism was bad for our Country & we should give Cameron a chance then just look at what he & his party will introduce--
An Inheritance Tax windfall for millionaires--
Once again The Tories will look after their own.
George Hall
2009-12-22 21:46:33Did you see the BBC News at 6? Eurostar must have taken your advice ... sense of things improving. shots of trains running, good interview with your man Mr Nunn, interviews with passengers seeming more hopeful than yesterday.
Jude
2009-12-22 17:24:19My sister works for Eurostar and it's been hell on earth for them these past few days.
I think as a country we need to sit back and actually re-evaluate what we class as a "disaster" and a "crisis".
A train breaking down and people being stuck is unfortunate, and a "crisis" in business terms. It's not in humanitarian terms. Being stuck on a train for a day is nothing compared to what people have to go through everyday in places like Congo or Uganda where war, gunshots and fighting is a daily occurence.
This was my biggest gripe amongst all the "victim" accounts. Everyone sounded as if the sky had fallen in around them. The people who work on board are hired indirectly by Eurostar and, as this has never happened before, were not aware of how to deal with it.
One news report had someone complaining that passengers who worked in the services (police and paramedics) ended up being the ones taking charge instead of Eurostar workers on the trains. Well what would you rather, I ask you: passengers who's day to day job involves managing a crisis taking charge or leaving it in the hands of a poor on board "waiter" to look after everyone's health and social care?
The other complaint was that the trains ran out of food. Of course they bloody ran out of food, the trains are only stocked for a single journey, not for 24 hours worth of people eating! If they did that, the trains would be a lot heavier, use a lot more fuel and ticket prices would be higher, which more people would complain about.
I think my biggest gripe has been the fact that, rather than complain to Head Office, everyone is content to take it out on the people selling tickets and checking them in at the departure gate. Those members of staff can only help if they've been given the information, the amount of abuse they've been receiving from disgruntled customers is astounding and unacceptable.
With regards to the person @Scott Perkins, information on those who had been affected by the disruption was in the newspapers on Sunday morning. I think that was a reasonable turn-around time in figuring out how to compensate those who'd merely missed their train: a full refund, a free return trip plus £150 compensation. A lot more than you'd get from most companies.
As for the trains stopping at 18:00 for "health and safety" reasons, well I'm guessing the health and safety is to make sure that, should lightning strike twice, they'd have people stuck on trains for far far less time as half the staff wouldn't have gone home by then. It's not rocket science, the weather is worse in the evening, daylight assures the higher temperature will be kinder to the trains.
If everyone just took a deep breath and thought about it logically you'd see that, whilst yes there was a lack of communication, considering this was the first time anything like this had ever happened to Eurostar, they've done the best they could with a baying crowd and a hungry media waiting for them to fail.
Alan Quinn
2009-12-22 17:11:39Couldn't Eurostar have bought a couple of old Deltic diesels and used them to pull the electric trains out of the tunnel? It appears the trouble was on both sides of the channel as the snow is bad over there too.
The media didn't cover that.
crookedmouth
2009-12-22 14:53:50Crimbo Quiz/Oxford Entrance Exam - who said:
"I know scepticism is fine, but are we really so cynical that we think any prime minister is going to make prior decisions to send British forces into conflict and wouldn't rather avoid doing that."
Discuss the above statement in the context of the build up to the invasion of the Iraq war and with particular thought to (i) recent testimonies provided to the Chilcott enquiry and (ii) the principles of Crisis Management by AC Campbell as set out below:
'The first is that you once you are in crisis management mode, you have to explain everything you are doing. There is no such thing as too much information or explanation at a time like this. The overall objectives have to be set out clearly, alongside the detailed plans by which they are to be met.'
Scott Perkins
2009-12-22 14:25:35The reason why I won't be travelling with Eurostar again is not because of the crisis, but how they dealt with it.
Having had a ticket for a train for the 23rd for quite sometime, I was informed that it was only valid for travel for the 24th. Fine, I know they need to clear the backlog but when I asked a Eurostar representative what sort of compensation I can receive, he said nothing for now, check the website in the New Year. If Eurostar are going to delay people for 24+ hrs they need to make sure that they can reassure customers what they can get.
I also asked why train were only running until 1800. The response was because of "health and safety reasons". No actual explanation, they just hid behind a phrase that tells me nothing.
Like I say, I have no problem with the crisis, these things happen. However, the way that Eurostar reacted to the crisis was unbelievable.
Jane A
2009-12-22 13:13:54I've never used Eurostar but was struck by good service from BA at the weekend. A competently de-iced plane home from Germany was delayed only an hour, despite Heathrow and the south being very snowy & much travel disrupted. Arrived at T5, bags collected, passport control navigated, out and in the car within 20mins of landing. Its a shame we only hear from the media about the disaster/anger/passenger misery scenarios...
Mark 'Elvis' Wright
2009-12-22 12:47:22Having worked in crisis management myself it always amazes me how large organisations consistently mismanage an unfolding crisis.
As with so many things in life the key word is 'communication'. People want lots of it and often, even when the news is bad. It's the difference between being perceived as reactive or proactive.
To put this in a political perspective GB was for a long time perceived as being reactive (the 'dithering' tag) due to his seeming lack of communication. The public don't like it and it's a difficult tag to shake off. He's since moved quite nicely to the proactive method in recent weeks and the results are there in the ever fluxuating polls.
So to sum up...
I don't care what you say but just say SOMETHING!!!
Brian Hughes
2009-12-22 12:17:04I was disappointed by the absence of "Continent cut off" headlines when the boats and planes were also having problems.
The Eurostar and all cross-channel experiences would be so much nicer if we could fully engage with Europe and sign up to the Schengen agreement. Then all those officials currently checking passports could be diverted to some really useful border control work. And don't get me started on the Euro!
Still neither will happen in my lifetime, not with the British 'everything's broken but nothing must ever change' Media having so much more power than any Government ever will!
Merry Xmas...
Peter Farley
2009-12-22 12:07:36All fine Alastair, but I presume you will be offering the same crisis advice to t'other Mr Brown who, if media reports are to be believed, you are engaged in advising. I am sure our current economic and social crises will also end with personnel changes, but in the meantime it would be good to hear the Captain of the Good Ship Lollipop take some responsibility for the desecration of our national finances and many of our institutions - not least the military and apologise on a regular basis. However, he just seems to go to ground. No comment on failures in Copenhagen (where he tried to give yet more of our borrowed money away) or about his enthusiasm for the live leadership debates ahead of the election. He's probably too upset about the X-Factor single not being the Christmas Number One and consoling Simon Cowell instead!
Colin King
2009-12-22 11:57:42Saw a speech you made on crisis management last year. I still quote from it whenever we have a mini crisis at work. I remember your rule 1 ... don't go to crisis management mode unless it genuinely is a crisis. So you clearly think this is a real crise for Eurostar. Interesting blog, always give food for thought. Merry Xmas
Mal Kelly
2009-12-22 11:55:29I was watching the news with my wife last night and made the same point - how often the news reporters talk of 'anger'... in fact a lot of the people they interviewed in recent days seemed quite calm and accepting of a difficult situation, but the newsreaders and journalists can't stop talking about anger all the time.
Patsy Hills
2009-12-22 11:53:46Easy to say from the comfort of your own home or office. My daughter was stuck in the train and it sounded absolutely dreadful. Also one of the constant complaints was a lack of information, so hopefully they will read and act on your message!
Post a comment