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Rebuilding Trust in Malaysia Airlines

The Challenge

After the 2014 tragedies of MH370 and MH17, we had the massive challenge of rebuilding trust in Malaysia Airlines. The airline couldn’t be seen to be engaging in costly marketing campaigns at the expense of consideration for the victims and their families, and a company restructure meant the impending loss of thousands of jobs.

The Solution

The communications strategy was encapsulated in one word: advocacy. We filled an information void with constant updates, strategic interviews, behind-the-scenes tours and a stream of positive news, and encouraged respected experts, travel trade and Government officials and media outlets to champion the brand. We secured Malaysia-connected celebrities as airline partners – TV cook/presenter, Poh Ling Yeow, and tennis star, Nick Kyrgios, whose mother is proudly Malaysian, and leveraged their involvement through creative, integrated campaigns spanning multiple touch points.

At the same time, issues were managed in a proactive fashion to limit their effect on our positive outreach.

The Results

Passenger numbers 7.8% ahead of what they were immediately prior to MH370’s disappearance
700 positive pieces of TV, print and digital coverage reaching 70M pairs of eyes
800K + video views on YouTube and social
150+ positive social posts by media and ambassadors

Categories

Aviation, travel and tourism
Issues and crisis management
Consumer marketing
Trade relations
Stakeholder management
Content creation and marketing
Ambassadors
Advocacy
Media relations
Influencer relations
Integrated campaigns

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Save Our Sons: The most powerful arm ever invented

The Challenge

Save Our Sons is an Australian charity dedicated to raising awareness and funds for Duchenne muscular dystrophy (DMD), a rare and fatal muscle degenerative disease that affects one in 3,500 boys worldwide. The charity wanted to approach the Australian government, to match monies already raised (US$1.65 million) to fund essential clinical trials. For this they needed to gain the support of the Australian public, but the charity and disease itself lacked national awareness.

The Solution

‘The most powerful arm ever invented’ was created to capture public interest and support for the cause. With no budget behind the campaign, disseminating key messages about the disease relied solely on PR. The strategy was to use Australian earned-media channels to tell the story of DMD sufferers and drive people to the robot arm for immediate action.

Key media targets were identified across TV, radio, online and print, as well as parenting, lifestyle, technology and health verticals and social media. A face and spokesperson, DMD sufferer Jacob Lancaster, was appointed to bring the campaign to life through his own story in a video on the website. The font created for the robot arm to write in was taken from the last piece of handwriting Jacob created before he lost the ability to write, a Mother’s Day card.

The Results

Over the campaign’s nine-week period it achieved 193 media articles with a combined coverage reach of over 20 million. The campaign website achieved more than 60,000 page views, which resulted in over 32,000 signatures.

Moreover, following the campaign, a pharmaceutical company agreed to commence clinical trials with the funds raised to date, rather than waiting for the total sum required from government.

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