After several residents at an aged care facility passed away in an unexpectedly short period, the company found that each resident came into contact with the same carer. They launched an internal investigation on the potential administration of a harmful drug, eventually firing the carer and reporting the matter to police. The facility sought Cole Lawson’s advice on the most effective ways to communicate with its stakeholders during and after the investigation. A scenario-based communication plan was developed that allowed for all possible outcomes. Importantly, staff were kept informed about the progress of the issue, which mitigated the risk of rumours as the investigation unfolded. With Cole Lawson’s assistance, the organisation suffered no adverse business or reputational consequences.

Puma Energy entered the Australian market in 2013 with the acquisition of three well-known Australian petroleum businesses. To ensure a smooth transition and positive reception, Cole Lawson first conducted a comprehensive risk analysis to advise the client of potential issues and strategies prior to the announcement. We then provided an internal communications plan to support the integration of the three businesses, including a series of integration roadshows throughout its operating regions. The warm welcome received showcased our Brisbane-based firm’s ability to successfully manage national campaigns.

Concerned that the business was vulnerable to external risk, Act for Kids engaged Cole Lawson to conduct an internal audit and identify their most vulnerable areas. We pinpointed the top eight potential crises through thorough research and stakeholder interviews, and then delivered checklists, employee guidelines and templates for incident response. The comprehensive media manual was well-received by the company, who quickly implemented our recommended policy changes. Act for Kids has now increased its focus on internal communications, providing employees with workable documents and ‘how-to’ tips.