Cancellation controversies: How your organisation can avoid or deal with them

Cancellation was once a word we associated with restaurant or flight bookings and other last-minute changes of plans. Today the word has become synonymous with falls from grace in the public sphere – often warranting professional crisis management services. 

And it’s not just risqué comedians, radio shock jocks, or global celebrities who are at risk of so-called “cancellation”. Organisations can be shamed and boycotted over public mis-steps. 

While the term “cancel culture” is thrown around liberally in a wide range of scenarios, another way of looking at the phenomenon is through the accountability lens – where businesses must adapt and evolve to their stakeholders’ expectations. 

Outrage we see play out on social media platforms is nothing new. People have always found ways to vent their displeasure at their neighbours, businesses they patronise, and governments of the day. 

The difference is that controversies previously grew over time, and organisations could use that time to mitigate a problematic situation. Social media has expedited community awareness of mistakes, failures, and accidents. 

And as we’ve all been told at some time or another – everyone makes mistakes. Not everyone, however, makes sound preparations for the inevitable bumps in the road. 

Most businesses will have a business continuity plan for dealing with an operational incident. This should align with a crisis communications plan and crisis management team. Organisations also need policies, procedures and plans for dealing with reputational matters.

Often, so-called “cancellations” originate internally via information “leaked” to the media or current or former employees posting on social media. 

How would your organisation deal with senior leaders being caught canoodling on camera at Coldplay? Would there be ramifications if an employee used AI to describe a city and posted a subtle sledge to social media that offended a parochial community? 

Crisis communications plans, and social media policies and procedures are some of the documents that need regular updating. When preparing for crisis management, don’t just think about operational cancellations – but reputational ones too. 

In need of support? Find out about our crisis management support and crisis management training.