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| THE CHALLENGE |
When a global financial services provider sought support in informing customers of a problem with a product they’d inherited in a recent acquisition, the company approached JML. Working closely with the senior Australasian executive team, JML advised on the communications approach and prepared/developed a coordinated timeline and full plan to communicate the situation to various stakeholders, along with key messages. JML also worked to create background documents, Q&As and media releases to accompany the plan. JML provided media training to company spokespersons in the event they would speak to media and when the media release was issued, the JML team handled the situation on the ground in New Zealand for the international company.
JML assisted by providing background on media outlets, arranging proactive media interview schedules, briefing executives prior to interviews, monitoring media as the story was reported and responding as required.
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| THE RESULT |
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The financial service provider's representatives were given the opportunity to explain the situation through interviews with all major outlets including: TVNZ, TV3, The New Zealand Herald, The Dominion Post and the NZPA. Key messages were conveyed and the media coverage reported the story accurately, clearly and fairly. Thanks to the fast and widespread outreach and communications plan, affected customers were able to learn of the issue and quickly work with the financial services provider to resolve the problem.
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