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Showing posts with the label Crisis Communications

Brand Resilience in Crisis: Lessons from APAC Brands That Got Burned (and a Few That Didn’t)

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When a crisis hits, speed isn’t a luxury... it’s oxygen. And in APAC , where social chatter moves faster than official statements, brands that hesitate don’t just stumble -- they fall flat on their face. The question isn’t if a crisis will hit. It’s when . And when it does, your response decides whether you come out scarred but standing or dragged through the mud for months. Case Study 1: Bitis vs. Khaisilk -- Apology vs. Denial Two Vietnamese brands. Two very different outcomes. Bitis , the footwear brand, ran a cultural campaign that backfired. Instead of stonewalling, they did the simplest, smartest thing: apologised quickly, corrected the issue, and kept moving. Consumers noticed the humility, and the brand survived with minimal scars. Khaisilk , on the other hand, was caught mislabelling “ Made in Vietnam ” silk that was actually from China. At first? Denial. Then, when the truth came out, scrambling apologies, recalls, compensation. By then, it was too late -- the damage w...

TikTok Trouble: What Southeast Asian Brands Must Do if the Platform Gets Banned

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TikTok isn’t just a dance app anymore -- it’s where Southeast Asian consumers discover products, engage with communities, and drive purchasing decisions. For some brands, TikTok has overtaken Facebook and Instagram as the top channel for reach and engagement. But governments from Washington to Jakarta are increasingly questioning the platform’s data practices and national security implications. Bans aren’t just hypothetical; they’re already happening in India, Nepal, and parts of the U.S. If the hammer falls in Southeast Asia, brands heavily reliant on TikTok could see their audience pipelines collapse overnight. So the question isn’t “Will TikTok get banned?” It’s “If TikTok gets banned, will your brand be ready?” The Risks on the Table Audience over-dependence: For some consumer brands, 70–80% of digital visibility now runs through TikTok. That’s dangerous concentration risk. Algorithm reliance: Unlike YouTube or Instagram, TikTok’s “For You” feed is hyper-dependent on a...

AI in Crisis Communications: Lessons from APAC Brands

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When crisis hits in Asia-Pacific, speed and nuance decide whether a brand sinks or swims. Social media storms in Jakarta. Regulatory crackdowns in Singapore. Consumer backlash in Bangkok. It’s a volatile region where reputations are built -- or shredded -- in hours, not weeks. And now AI is in the mix. Tools that can scan sentiment in real time, predict reputational flashpoints, or even draft holding statements are reshaping how brands respond. But here’s the kicker: AI doesn’t replace crisis communications. It simply raises the stakes. Brands that misuse it risk amplifying the very chaos they’re trying to contain. So, what lessons can we take from APAC brands already navigating this AI-crisis intersection? Lesson 1: Speed Is Useless Without Context AI excels at velocity. It can monitor thousands of conversations across Twitter/X, TikTok, WeChat, WhatsApp and niche local platforms like Line or Koo. But speed without cultural context is dangerous. Take an example from a consumer e...

Silence is Not ‘Safe’ - It’s Reputational Suicide

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A few years ago, a regional brand we worked with found itself in the middle of a fast-moving online storm. A minor service error had escalated into angry tweets, then media pick-up. Their instinct? “Let’s wait it out. If we don’t feed the fire, it’ll burn out.” But silence doesn’t look neutral. In today’s environment, silence looks like guilt. Within 48 hours, the narrative was out of their hands. By the time they finally issued a statement, the damage wasn’t just about the service error -- it was about “a company that doesn’t care.” This isn’t a one-off. We’ve seen it across industries in Asia-Pacific : brands that equate silence with safety almost always dig themselves deeper . The public doesn’t interpret silence as strategic restraint ; they interpret it as evasion . And competitors or activists will happily fill that vacuum with their own version of the story. The lesson is clear: crisis management is not about hiding; it’s about speaking quickly without losing control . That’...

Why Most Crisis Management Plans Are Useless

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Most crisis management plans fail the moment reality hits. Here’s why your playbook is probably useless - and what actually works when reputation is on the line. Crisis management plans look great on paper. Thick binders. Colour-coded tabs. Executive signatures on the front page. But when the fire alarm goes off? Most of those plans are about as useful as duit pisang. Here’s the uncomfortable truth: the majority of crisis plans fail the second they’re needed. Not because people don’t mean well, but because the plans are written for boardrooms, not for the chaos of real life. The Big Flaws We See Over and Over 1. Too Slow to Matter Plans are often thick binders or pretty PDFs that require endless approvals before anyone can act. By the time the press statement is “perfected,” the damage is already viral. 2. Too Sanitised to Be Believed Crisis templates are full of jargon and corporate-safe language. But in a real crisis, audiences crave honesty , not clichés. If your response...

Crisis Communications in Malaysia: Lessons from the Frontline

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Crisis doesn’t knock politely. It barges in. One minute you’re trending for a clever campaign, the next you’re trending for all the wrong reasons. In Malaysia, where culture, community, and the court of public opinion move fast (and sometimes unforgivingly), managing a crisis is about more than issuing a statement. It’s about protecting trust when it matters most. So What Counts as a Crisis Today? In Malaysia, a “crisis” isn’t just a product recall or a shareholder scandal. These days it can be: A social media pile-on that starts with one unhappy customer. A regulatory slip-up that attracts headlines and ministry eyes. A cultural misstep that sparks outrage faster than you can say “delete tweet.”                                           Just look at the recent myBurgerLab incident (link below): a senior exec’s careless remark about Friday prayers didn’t just stay on Facebook; i...

How to Choose the Best PR Agency in Malaysia: A Practical Guide for Brands

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When you search “best PR agency in Malaysia ,” you’ll find endless lists, awards, and glossy websites. Every agency claims to be the most creative, the most connected, or the most “integrated.” But the truth is: the best PR agency for your brand depends on more than hype or a clever tagline. At its core, public relations is about trust, reputation, and relationships. Choosing the right partner can make the difference between a campaign that fades after a press release, and one that builds lasting credibility. So, how do you separate the buzz from the substance? 1. Look Beyond the Hype A slick website or big client logos don’t tell the full story. Ask: What measurable impact did the agency deliver for those clients? Are there long-term relationships, or just one-off projects? Do they have sector-specific experience (e.g., fintech , lifestyle, NGOs) that matches your needs? The best PR partners don’t just chase headlines. They help you build brand equity over time. 2. Test Their Crisis...

Revisited | Six Deadly Blindfolds (Reinvention II)

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Six Deadly Blindfolds (Reinvention II) We are all guilty! We are guilty of not seeing the bigger picture. We are guilty of sweeping something under the carpet because it is easier than tackling head on. Whether it be clouding (external forces) or our own distractions (internal forces), this ‘missing the point’ can result in decision-makers making ill-informed choices. We need to address the very real blindspots in our decision-making processes. From that point, we see in a clearer fashion, the reality of circumstances, and can make informed, intelligent decisions to move forward to the next level. At the launch of “Reinvention: Acceletating Results in the Age of Disruption” by Shane Cragun and Kate Sweetman, Kate spent time highlighting the Six Deadly Blindfolds that impact upon entrepreneurs, managers and decision-makers. These resonated strongly with the entire audience, as we all recognized that at some stage along our managerial career path, we have been gu...

When Crisis Response Draws More Attention Than the ‘Crisis’ Itself!

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Ah, cancel culture. Love it or loathe it, it’s alive, kicking, and turbocharged by online reviews and the power of the share button. Now, sometimes the feedback floating around is a bit overblown. Other times, it’s a solid slap-in-the-face reminder for businesses to actually take a hard look at their service delivery. Recently in Malaysia, we came across a gem of a case: a so-called “resort” (and we’re being generous here) decided it didn’t like what a customer had to say about their stay. Instead of taking the criticism on the chin, doing some reflection, or - here’s a novel idea - fixing the problem, they went nuclear. Publicly. With the promise of a lawsuit. Yep. They threatened to sue the guest for leaving a bad review. Cue popcorn.  Here’s the twist: the hotelier claimed the guest never complained directly. But let’s be honest - from the sounds of the reviews, the staff weren’t exactly lining up to help in the first place. And newsflash: customers don’t need to knock on your...

Why Now is the Time to Create a Coaching Culture

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Let’s face it: the world of work has been flipped upside down. The pandemic didn’t just throw a spanner in the works - it dumped the whole toolbox into the ocean. Old-school “command and control” leadership? Sinks like a rock. Top-down management? Wiped out. What’s keeping organisations afloat right now isn’t clinging to old ways - it’s learning how to surf the waves of change. And here’s the thing: without a coaching culture, you’re just paddling furiously, hoping not to wipe out. At Orchan, we’ve seen firsthand, in our own team and with clients, that empowerment doesn’t just happen. It takes guidance, experimentation, and yes, a few wipeouts along the way. But when coaching is part of the culture, people don’t just survive the tides - they ride them. The Surfboard of Success Think of resilience, adaptability, and sustainability as the wax, the balance, and the fins. Each is crucial, but without the surfboard - coaching - you’re not going anywhere. Resilience : the wax that keeps yo...

One Post. One Employee. One Brand on Fire.

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It doesn’t take much. One employee. One “innocent” post. One opinion too far. Next thing you know - it’s blowing up online. Offense taken. Screenshots shared. Keyboard warriors in full attack mode. Even if your employee deletes it, too late - the internet never forgets. And now the mob has tracked them back to you , their employer. Suddenly, your brand is in the firing line. PMs roll in. Hashtags trend. A campaign starts to pressure you into action. What started as their personal post has become your PR nightmare. So, what do you do? That’s exactly what we unpacked in Orchan’s recent Safe Social workshop . We dug into: How to create ethical, practical social media guidelines that actually work. How to empower employees to pause before they post. How to shield your brand when online crises come knocking. Because this isn’t about stifling voices. It’s about protecting reputations. And in today’s climate, that’s survival. At Orchan, we don’t do dusty, forgotten policy PD...