Ambassadors of Goodwill: Key Insights of Some Well-Known Case Studies in Risk and Crisis Communications

When faced with business risks, fostering goodwill with the public and enhancing stakeholder relations will contribute to a company’s success and survival.

Document Highlight

With competition growing fiercely, companies have redefined how they conduct business and expand their operations. As business risks affect stakeholders, companies design and implement specific programs to manage them; among these are effective risk and crisis communication.

Companies can effectively communicate with their stakeholders. Case studies detailed here show how:

• Sterling Pulp Chemicals—a newcomer in a Southern U.S. Town—faced opposition and won public trust;
• Hydro-Québec survived the 1998 ice storm crisis;
• Canadian Blood Services combatted theoretical risks and raised public confidence; and
• Hamilton’s Industry worked with neighbours to improve environmental performance.