A structured approach to narrative
crisis response and issue resolution.
This work addresses two types of problems that organizations often face: a public narrative that is doing serious damage to an organization, and a critical issue for which a solution does not seem to exist. Each is described below, along with the method used to approach it.
In many organizations, the response begins with senior executives and experts in a room, and the first solution proposed becomes the plan with no defined way to test it. What is often missing is a defined, repeatable process: one that first develops a solution and then tests it. The work described on this site is built around that process.
The setting is a campaign, public figure, or organization facing an attack line or a news cycle. The process begins by finding the single point the story depends on. The result can be an entirely different framing of the story, or the story turned to the subject's advantage.
Read about Narrative Crisis Response →An operational crisis, a recurring failure, or a governance issue can show up in multiple ways and take days or months to resolve, even when speed is essential. The cause is often elusive, so the first task is to find the patterns that contribute to it.
Read about Issue Resolution →For more about my background, see my LinkedIn profile.