Reputation management during a crisis

Tim Miller writes...

In the past few weeks several high profile brands have found themselves in the media spotlight for the wrong reasons.

First was Ryanair which announced it was cancelling up to 50 flights a day for the next month due to ‘messing up’ (in their words) its allocation of holiday time for pilots, affecting over half a million customers.

Facebook similarly faced a self-inflicted crisis when it was revealed offensive content could be targeted through its advertising system to sympathetic groups and, to make matters worse, the social network had no idea it was going on.

Finally, the taxi app Uber is still battling criticism over driver background checks after TFL announced it would not be renewing their licence due to the company not being ‘fit and proper’.

All of these examples have been described as a ‘PR crisis’ for the firms involved.

For any organisation in a similar situation, if handled poorly, not only can it cause significant damage to your business in the short term but the longer term impact upon your reputation can be hard to recover from.

So, what should you do if you find yourself facing a media or public backlash?

1.  Anticipate a crisis and have a plan in place. Preparation is key when responding to a crisis and it is essential you already have plans ready to go. Think about the likely scenarios which could affect your reputation and develop a crisis response strategy for each. These should include draft statements, a list of key media contacts and stakeholders. Remember to regularly review and update your plans on a regular basis.

2. Recognise there is a problem. One of the biggest mistakes organisations make when facing a crisis is burying their heads in the sand and keeping quiet, hoping the problem will go away. This creates a vacuum for speculation and false information which can quickly spiral out of control. People want to see you understand their concerns and are seeking to address them.

3. Respond quickly, but accurately. The first 24 hours are crucial and in today’s 24/7 world of social media it doesn’t take long for stories to gain momentum, so even the first few hours can be important to manage. A quick response is important but make sure you understand the situation first before rushing out a statement which you later need to backtrack on. When it comes to statements, follow the CAR approach: show Concern, explain what Action you are taking and state the Remedy you will be putting in place to ensure it doesn’t happen again.

4. Be proactive. After your initial statement don’t go quiet. Provide regular updates and an estimated timescale for further responses. Monitor the situation carefully for new developments and, if appropriate, create a dedicated website support page. If a crisis stems from a mistake you have made, an apology can go a long way.

5. Monitor social media. Stories often break first on social media, particularly Twitter, long before they hit the papers. Make sure you provide regular updates on Twitter and answer any questions that come through. You should also monitor keywords relating to the crisis to understand the discussions going on and intervene if necessary.

For more information on the reputation management support we offer, get in touch with us today on 01473 326400.



Hello. Welcome to Genesis.

As an award-winning PR agency in Ipswich, Suffolk, we offer a full range of services to promote awareness of your brands. Our expertise takes in everything from PR, reputation and media relations to social and digital channels, SEO and press office services.

PR, Social and Digital

We start by understanding your goals

Digital and social media have changed the media landscape completely and our expertise includes traditional PR techniques, which are still very relevant today, as well as the new opportunities of social media marketing.
Our approach is to develop the PR strategy and tactics which directly support our clients’ aims and objectives. We begin by understanding what it is they want to achieve and immerse ourselves in their business and markets before combining the right channels and platforms in the PR plan.

To prove our effectiveness and to further develop and enhance campaigns, we provide month by month reporting and analysis, evaluating campaigns and providing the return on investment on which our strong client partnerships are based.

PR strategy

Insightful and strategic, we take time to understand what makes our clients tick before devising the right PR strategies, campaigns and programmes which support their goals.

Our approach embeds sound advice and workable strategies with creative ideas and pragmatic delivery. All from a highly professional PR team.

Media relations

Proactive, news savvy and timely, we know how to make a good story, whatever the target media. We identify the news angles, generate the right content and create the coverage which forms the foundation of great PR.

As well as national, trade and specialist media (print and digital) we are also PR specialists in delivering UK-wide coverage into local and regional media titles.

Social, digital and SEO

We integrate creative social and digital PR with strategic SEO to maximise our clients' online visibility and audience engagement. Our expertise is in creating the content and using social and digital channels to spark interactions and conversations which sustain interest and help build relationships and brand reputation.

Our social and digital campaigns can be standalone or integrated with traditional PR and press office activities.

Thought leadership

We build reputations by increasing our clients’ visibility and their share of voice in their market, increasing earned media mentions online and offline.

Our thought leadership PR focuses on building our clients’ credibility as authoritative spokespersons on the subjects which matter most. We make it our business to understand the topics and trends which are the talking points and use our expertise to make our clients the ‘go-to’ source for comment.

Press office management

The Genesis press office service supports each client with a highly efficient and responsive operation with agreed protocols for each client’s media enquiry management.

As well as reactive handling of media calls we are always proactive in identifying additional opportunities which arise daily from the breaking news agenda.

Stakeholder relations

Influencing your stakeholders’ perception is at the core of good reputation management. We help our clients to analyse stakeholders, manage relationships and engage with the right people in the most effective way, influencing opinions and creating positive brand image.

See more of our services

Public affairs

We make it our business to understand the changing face of local and national politics and how this affects our clients. We advise on, create and implement public affairs programmes which influence political agendas, build positive relations and change hearts and minds. Our public affairs expertise is at every level.

Reputation Management

We closely monitor and analyse how clients are perceived through the media and advise on the strategies and plans to address reputational issues. Our expertise includes managing negative and sensitive issues and creating positive PR to help repair client reputations where trust has been lost.

Event Management

Our event management expertise includes large scale (350+ people) conferences, corporate events and awards ceremonies. We deliver the end-to-end solution from event creative and planning to speakers, stage management and speech writing. Our PR for clients also frequently includes smaller scale customer events including (for the healthcare sector) patient engagement events.

Crisis management

If things go wrong for our clients, we provide the PR advice and expertise to help them navigate their way through the issue and minimise reputational damage. Our crisis management service offers a strategic approach based on a tested framework of procedures, templates and training.

SEO Specialist Service

With our experience and expertise in PR and social media marketing we are best placed to create the digital content which will maximise links, gain brand exposure and drive traffic to your website. We work with our SEO specialists to deliver strategies for our clients that achieve sustainable ‘page 1’ search engine rankings.

Creative and design

Our print and online graphic design studio is part of our full agency marketing and public relations service. We offer creative communications solutions that deliver impact and cut-through, from brand design, websites and brochureware to magazines and corporate reports, blending impactful copy writing with stunning design to deliver excellent results.

Corporate Communications

We go beyond the expected to get our clients into the news

Our business-to-business team provides expert corporate public relations, helping private and public sector organisations to reach and engage with business audiences or influence debate amongst opinion formers and key influencers.

We provide a PR agency service which goes beyond the expected to get our clients into the news, creating the media exposure to build brand awareness and reputation, as well as drive enquires and sales. We are highly effective in distilling complex issues into compelling PR strategies which achieve the desired outcomes.

For clients with a UK-wide network, or representation in specific regions, we have particular expertise in creating and delivering PR campaigns to engage local business audiences and raise awareness through targeted regional media relations.

See our services and please get in touch to discuss your needs.

Sector experience includes:

  • Automotive
  • Building Societies
  • Business Services
  • Education
  • Energy
  • Engineering
  • Financial services
  • Healthcare
  • Insurance
  • Information Technology
  • Legal
  • Manufacturing
  • Professional Services
  • Property and development
  • Public Sector
  • Trade Associations
  • Training

Case Studies

Grant Thornton is the UK’s fifth largest accountancy firm and we deliver PR for them across the East of England and East Midlands. Our campaigns to maximise PR for their ‘Limited’ initiatives generated extensive broadcast and business press coverage which has positioned Grant Thornton as an authority on their target mid-sized business segment. New client wins and new quality prospects with good probability of conversion are achieved.

“Genesis PR works hard to squeeze every last drop of PR out of each of our Limited initiatives, ensuring we gain maximum possible coverage to help reinforce our market position as the region’s leading advisory firm. Their work has raised the profile of the events to unparalleled levels providing an invaluable boost to our business development.”
James Brown,
Practice Leader


OFTEC is the UK’s trade body and authoritative voice for the oil heating industry. The PR campaigns we created in 2013/14 promoted the OFTEC name and what it stands for, and pre-empted the Government’s green announcements with hard-hitting, factual counter-arguments for national media. Our constant source of authoritative news stories, opinion pieces and comment is targeted to relevant trade and consumer media. 

“Genesis’ work and outputs have undoubtedly contributed to some key business objectives. Their extensive coverage in regional media has directly supported an uplift of new boiler sales of nearly 10% year-on-year, while their actions in national media, we believe, has gone a long way towards neutralising publicity on new Government schemes which pose a significant threat to our industry.”
Jeremy Hawksley,
Director General


We created a set of activities for 220 local Regus business centres to promote the Regus network and build the reputation of Regus centres as the flexible workplace which frees businesses to work more effectively. As well as gaining substantial media coverage, the activities brought in fresh footfall and helped create and build relationships with other businesses and organisations in their local areas.

“Genesis PR came to us with the concept of using community activities as a way of raising the profile of our 220 UK business centres in local media. They delivered three timely and highly effective campaigns which directly contributed to heightening the awareness of the Regus brand and our network, as well as delivering fresh footfall into our centres with, no doubt, many new customer sign-ups. The team worked highly proactively and tirelessly to ensure these campaigns were a success.”
Henry Collinge,
UK and EMEA PR and
Communications Manager

Consumer Engagement

Creative ideas and strategies which work

We help businesses, community interest companies, charities and public sector organisations to engage with consumer audiences. We help clients to connect, inform and engage with their customers and deliver campaigns UK-wide as well as to specific regions or audiences.

From achieving sign-ups to mass participation events or healthy lifestyle services to driving consumer product sales, our work generates the positive PR and wide media coverage which meets our clients’ goals,

The simplest, most creative ideas usually work best and our consumer PR team knows how to generate the timely news hooks, great photos and newsworthy content which make compelling human interest stories.

Where engaging face-to-face is part of the strategy, we create compelling social marketing and meaningful events which target consumers will want to attend. Our end-to-end service includes a high quality evaluation report with analysis and interpretation of consumer feedback.

See our services and please get in touch to discuss your needs.

Sector experience includes:

  • Accountancy
  • Automotive
  • Building Societies
  • Charities
  • Clinical Commissioning Groups
  • Education
  • Financial Services
  • Health private and public
  • Housing and development
  • Legal
  • Local Government
  • NHS
  • Property
  • Restaurants
  • Social Care
  • Sport and leisure
  • Third Sector
  • Training

Case Studies


We worked directly with 40 Ford car dealerships to build their profile and reputation in their local markets. This PR won the ‘Best Automotive Campaign’ at the 2012 CIPR Excellence Awards. The strategy involved a group-wide CSR programme of activities that created news stories that could be replicated easily across all dealerships to generate widespread local coverage. In 12 months we generated 1,161 items of local/regional media with 46.6 million Opportunities to See. 98% of coverage included at least two key messages.

“Genesis PR works very proactively to gain significant positive media exposure. We are impressed with how they instigate PR activities which directly contribute to our strategic objectives.”
Chris Hayden,
(ex) Chairman & CEO,
Ford Retail


We created and implemented the stakeholder engagement and communications strategy for the launch of NEEDS, a new NHS integrated diabetes service in North East Essex. This effectively built awareness and understanding of the new service and engaged patients to directly help shape the final service delivery plan. Tactics involved face-to-face patient engagement, the leveraging of partners and stakeholders, support for patient forums and the use of social media as part of an integrated PR and marketing plan.

“Genesis PR took the NEEDS service from early concept stage to successful launch in a highly cost effective way. Their excellent feedback and evaluation report is being used to demonstrate how we listened and acted on the ideas of patients.”
David Pannell,
Chief Executive, Suffolk GP
Federation CIC

Live Well Suffolk

Commissioned by Suffolk County Council, Live Well Suffolk is the county-wide healthy lifestyles service aimed at reducing smoking prevalence and obesity across the county’s population. A programme of integrated campaigns has included ‘Where’s the sugar monster?’ which engaged 5-11 year-olds and their parents by targeting primary schools. The campaign raised awareness of the hidden dangers of sugar and generated 105 enquiries to Live Well Suffolk’s child weight management service as well as 15 press and radio items.

“Genesis has supported us fantastically. They provide top class support in developing and managing branding, websites, marketing and PR campaigns.” 
Tim Roberts,
Managing Director,
Thrive Tribe

About Us

Flexible, responsive and dependable

Genesis PR provides a PR and marketing service that is strategic and hands-on; passionate, dedicated and always committed to delivering the best we can by going the extra mile.

Who we are

Who we are

One of the top PR agencies in East Anglia, we are amongst the most dedicated and friendly PR companies you’ll meet.

Based near Ipswich in Suffolk we work with national and regional clients in corporate PR, business-to-business PR and consumer engagement. Our PR services are comprehensive and we have been recognised with numerous awards.

How we work

How we work

Our client relationships begin with us immersing ourselves in their business, goals, markets, customers and stakeholders.

We then work creatively to develop programmes and campaigns with ‘cut-through’ and which deliver the client’s desired outcomes. Our PR consultancy has a genuine desire to do the best for each client we work with. Being proactive, flexible and responsive, we work as an extension to in-house resource.


Join us

We’re always on the lookout for bright and enthusiastic people who have a nose for a good story and can rub along with a great team of like-minded individuals. If you think you’d make a great addition to the Genesis team then drop us a line with an introductory letter and your CV.

Please see here for our latest vacancy or at the bottom of the page for our careers section.

Recent Awards

CIPR National Excellence Awards CIPR National Excellence Awards
CIPR National Excellence Awards CIPR National Excellence Awards
CIPR National Excellence Awards CIPR National Excellence Awards
Thought leadership Thought leadership
2012 CIPR PRide Awards - East Anglia 2012 CIPR PRide Awards - East Anglia
CIPR  National Excellence Awards 2012 CIPR  National Excellence Awards 2012

Meet the team

Penny Arbuthnot

Penny Arbuthnot

Charles Arbuthnot

Charles Arbuthnot

Jacqueline French

Jacqueline French

Account Director
Rachel Cass

Rachel Cass

Senior Account Manager
Ruby Urwin

Ruby Urwin

Senior Digital Account Manager
Craig Robinson

Craig Robinson

Senior Account Manager
Elma Glasgow

Elma Glasgow

Senior Account Manager
Annabelle Rennie

Annabelle Rennie

Account Manager
Tim Miller

Tim Miller

Account Manager
Chloe Atkins

Chloe Atkins

Account Manager
Alex Raymond

Alex Raymond

Senior Digital Account Executive
Joe Tye

Joe Tye

Account Executive
Chloe Glazier

Chloe Glazier

Account Executive
Joe Cross

Joe Cross

Account Executive
Jack Alderton

Jack Alderton

Digital Account Executive
Glenn Castle

Glenn Castle

Graphic Designer


Join a great team!

At Genesis we create an environment where all of our team can flourish in their careers whilst making a valuable contribution to our business and our wider community.

Training and development is provided both on and off the job and we have created our own PR Induction programme for employees new to the industry. Our employee perks include free CIPR membership so everyone can make full use of the CPD and online training content which is available from our professional membership body.

Our team likes the fact that we actively support local charities. They also enjoy our bi-monthly team lunches at a local pub – on the company - and the nice bottle of wine on their birthday. To top it all everyone gets a bottle of champagne for each new client win!

Do we sound like an interesting and rewarding company to work for?

If so, please in the first instance apply with a personal letter of introduction and attach your up-to-date CV. Email:

Current Positions -


Privacy & Cookies

Genesis PR Ltd. is committed to protecting your privacy. This Privacy Policy explains our data processing practices and your options regarding the ways in which your personal data is used. If you have any requests concerning your personal information or any queries with regard to our processing please contact us at

Information collected
Genesis PR Ltd. collects the details provided by you on registration together with information we learn about you from your use of our service and your visits to our web site.

We may collect additional information in connection with your participation in any promotions offered by us and information you provide when giving us feedback or completing forms. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.

Use of your information and your preferences
We will use your information to provide and personalise our service. We will also use your contact details to communicate with you. We may use your information to send you news about Genesis PR Ltd. services or those of other carefully selected companies which we think may be of interest to you. We may contact you by post, email, telephone or fax for these purposes.

If you do not want to receive commercial communications from us, please inform us at

Please note that there may be instances where it may be necessary for us to communicate with you, in any event, for administrative or operational reasons relating to our service.

Disclosures of your information
We will never pass your personal data to anyone else, except for any successors in title to our business and suppliers that process data on our behalf both in the UK and abroad.

Use of cookies
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

The table below explains the cookies we use and why.

Cookie name Cookie provider Expires after Description of cookie
_utma Google Analytics 2 years This keeps track of the number of times a visitor has been to the site, when their first visit was, and when their last visit occurred.
_utmb Google Analytics 30 minutes This cookie helps calculate how long a visit takes by collecting a timestamp of the exact moment in time when a visitor enters the site.
_utmc Google Analytics End of session This cookie helps calculate how long a visit takes by collecting a timestamp of the exact moment in time when a visitor leaves the site. It stays for 30 minutes for another pageview to happen, and if it doesn't, it expires.
_utmz Google Analytics End of session This keeps track of where the visitor came from, what search engine was used, what link was clicked on, what keywords used, and where in the world the site was accessed from.


Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

To opt out of being tracked by Google Analytics across all websites visit

Access rights
You have a right to access the personal data that is held about you. To obtain a copy of the personal information Genesis PR Ltd. holds about you, please write to us at the address shown on the Contact Us page.

Our Clients

Some of our current and previous clients:

Call Connection
Cloud Media Insight
Essex County Council
Great East Swim


“Genesis has supported us fantastically. They provide top class support in developing and managing our PR campaigns.”
Tim Roberts,
Managing Director,
Thrive Tribe
“Genesis PR works very proactively to gain significant positive media exposure. They instigate PR activities which directly contribute to our strategic objectives.”
Chris Hayden,
(ex) Ford Retail

“Genesis PR squeezes every last drop of PR out of each opportunity, ensuring we gain maximum possible coverage to help reinforce our market position.”
James Brown,
Grant Thornton

“Genesis’ work and outputs have undoubtedly contributed to our key business objectives.”
Jeremy Hawksley,

“Genesis has taken the Social Worker of the Year Awards to new heights, securing the support of Ministers, recruiting corporate partners and winning new sponsors.”
James Rook,
Sanctuary Social Care

“Genesis PR took our service from early concept stage to successful launch in a highly cost effective way.”
David Pannell,
Suffolk GP Federation

“Genesis had a direct positive impact on the way we engaged with our service users in a meaningful way, ensuring their voice was not only heard but acted upon.”
Sarah Mitchell,
NE Essex Clinical
Commissioning Group

“We needed a local PR company with great contacts, an understanding of the local media landscape and a passion for our brand. We chose Genesis PR.”
Philippa Morrow,
Communications Manager,
Nova International

“What impressed me was the very creative way Genesis PR generated opportunities which wouldn’t ordinarily have been there. The publicity met our objectives.”
Colin Grogan,
Suffolk County Council

Contact Us

Please get in touch. We'd love the opportunity to discuss your PR requirements.



+44 (0)1473 326400



Orwell Landing
The Strand

Genesis has appointed Jack Alderton as Digital Account Executive to expand its growing service as a fully-integrated PR and digital agency... More
Genesis has presented a cheque to Maureen Reynel MBE, Board Chair of charity Families in NEED, for 300 instead of sending cards this Christmas... More
Two astonishing national news items in January have made us think about trust and transparency, gender equality and the values we hold as individuals and in business.... More
Helping brands navigate and communicate through today's complex media landscape
Strategies to deliver your messages across traditional, social media and digital PR channels
Generating bright ideas and creative campaigns to drive measurable results
pr, social
& digital
Maximising your share of voice within your markets and reaching new customers
Changing attitudes and driving action by shaping your message and delivering to your target audiences
Working as an integral part of your team and understanding your business to deliver strategic outcomes
Amplifying your brand, engaging customers and building relationships that translate into measurable outcomes
PR strategies to communicate with stakeholders and enhance their perception of you
Working proactively, creatively and strategically to keep campaigns fresh, innovative and effective
One of East Anglia's largest PR agencies, providing media relations, reputation management and social media marketing
Our committed team of PR consultants deliver a service thats hard to match, making us one of the region's top PR firms
Winner of the CIPRs Outstanding Public Relations Agency in 2010 and 2012, we are a PR company that delivers results
Genesis has appointed Jack Alderton as Digital Account Executive to expand its growing service as a fully-integrated PR and digital agency. Jack
PR and digital agency Genesis has presented a cheque to Maureen Reynel MBE, Board Chair of charity Families in NEED,
Genesis PR has announced the appointment of Joe Cross as Account Executive to their fast-growing team, bringing their headcount to
news &
Interesting read from @Campaignmag looking at the way the communications team at Oxfam have handled a crisis & what…
The countdown is on for the @SuffolkShow! Lots of exciting things to see and do this year at the county's biggest d…
RT @FSBAndrewMower: Back at @IpswichHotelCop on Thursday 15 March for some informal #FSBConnect breakfast networking. Great to be joined by…
our latest