01
Reputation monitoring
Daily tracking of news, social mentions, review platforms, forums and branded search results, with an agreed alert threshold so you hear about the serious ones immediately and not the noise.
Public Relations & Communications
A written crisis protocol agreed before you need it at eleven at night
The first hour of a crisis decides how the next month reads, and organisations lose that hour deciding who is allowed to speak. A protocol agreed in advance removes that argument.
In short
What is reputation & crisis?
Reputation management is the ongoing work of monitoring what is said about an organisation, correcting what is factually wrong, improving what is legitimately weak, and responding to incidents in a way that limits damage. Crisis communication is the acute part: holding statements, spokesperson control, stakeholder sequencing and recovery. BridgePoint builds a written crisis protocol in two to three weeks, covering the escalation tiers, named decision-makers and pre-approved holding statements that let you respond within sixty minutes instead of six hours.
What's included
What you actually get
Every item below is part of the standard engagement, not an upsell.
02
Review and rating management
Google, Glassdoor, AmbitionBox and platform reviews: generating genuine positive volume, responding to criticism properly, and reporting fabricated reviews through platform channels. We do not write fake reviews.
03
Search-result management
Making accurate, owned content rank for your brand name so it occupies the first page legitimately. Genuine negative coverage cannot be deleted, and any vendor claiming otherwise is selling you a fiction.
04
Crisis protocol
A written playbook: escalation tiers, named decision-makers, the single approved spokesperson, contact tree with mobile numbers, and pre-drafted holding statements for the three or four scenarios most likely to hit you.
05
Issue response
Live support during an incident — holding statement inside sixty minutes, stakeholder sequencing, journalist handling, and a written log of every statement made so the account stays consistent.
06
Post-incident recovery
A ninety-day plan to rebuild the record: corrections pursued where facts were wrong, positive coverage earned, search results repopulated, and a written debrief on what the organisation should change.
Scope
How engagements are shaped
Ongoing
Monitoring only
Daily monitoring with alerts and a monthly summary. No active response work.
2–3 weeks
Protocol build
A written crisis playbook, holding statements and a tabletop simulation with your leadership team.
Ongoing
Retained readiness
Monitoring plus protocol maintenance and a committed response window when something breaks.
Immediate
Active crisis
Live incident support with a named lead, typically running intensively for the first seventy-two hours.
Deliverables
- Daily monitoring with agreed alert thresholds and escalation contacts
- Written crisis protocol: tiers, decision-makers, spokesperson, contact tree
- Pre-approved holding statements for the likeliest scenarios
- Tabletop crisis simulation with the leadership team
- Review response programme and platform reporting of fabricated reviews
- Post-incident debrief and ninety-day recovery plan
Scope and deliverables are confirmed in writing before work begins. If something here does not apply to your situation, we take it out rather than bill for it.
Process
How the work runs
01
Understand
A working session on what you actually need — the role, the mandate or the outcome. We put the brief in writing and you sign it off before work starts.
02
Plan
A scoped plan with owners, timelines and the numbers we will report against. If the brief is unrealistic on budget, market or timeline, we say so here.
03
Execute
Delivery against the plan, with a weekly written update whether or not there is good news. Silence is not a status report.
04
Review
Results measured against what we agreed at the start, with an honest read on what worked, what did not, and what we would change next cycle.
FAQ
Reputation & Crisis — questions
Can you remove negative news articles or reviews?
Not if they are accurate. Factually wrong content can be challenged with the publication or platform, and fabricated reviews can be reported through platform processes, but legitimate criticism stays up. Anyone promising to delete genuine negative coverage is either lying or planning something that will make your problem considerably worse.
What should we do in the first hour of a crisis?
Acknowledge, do not speculate, and route everything through one named spokesperson. A holding statement that confirms you are aware, are investigating and will update by a stated time buys you the space to establish facts. Silence and unauthorised staff commentary are what turn incidents into stories.
Do we really need a protocol if nothing has gone wrong?
That is precisely when to build one. During an incident, the delay is almost never writing the statement — it is deciding who has authority to approve it and who speaks. A two to three week protocol build and one tabletop simulation removes that delay permanently.
How do you handle a crisis at an educational institution?
The stakeholder set is wider and more sensitive: students, parents, faculty, regulators, affiliating universities and recruiters, often with legal and child-safety obligations layered on top. Parents get direct communication before media statements, and anything touching a student requires legal review before it is said publicly. We sequence accordingly and work with your counsel.
Will you tell us to apologise?
When you are at fault, yes, plainly and early, paired with what you are changing. When you are not at fault, apologising to make discomfort go away invites further claims and undermines the factual record. Getting that call right is most of the judgement in crisis work, and it depends on facts we establish first.
Related services
Often needed alongside this
Talk to us about reputation & crisis
Tell us the situation and we will give you a straight read on scope, timeline and whether we are the right firm for it.