Issues and crisis management: A successful company knew it would be entering union negotiations and wanted to prepare well in advance. QUAY started by creating a crisis manual for their senior level staff. The manual ran through a step-by-step account of what actions to take during a number of crisis scenarios. The senior team was taken through role-playing and extensive media training to ensure that they were confident in their dealings with the media.

When the strike situation hit, the company was able to present themselves accurately and positively in the media. Stakeholder relations were well-managed and stakeholders commented after the fact how much they appreciated the information they received. When violence occurred on the line, the company had a strategy in place to deal with the situation both internally and externally. During the strike, QUAY staff were constantly available for the client, providing media backgrounders, issues identification, strategic planning and key messages.

Once the strike was over, QUAY sat down with the team and gave a full evaluation, reviewing the successes, and highlighting new opportunities for transmitting key company messages.