Thorpe Hall School - crisis communications management

"Dear Charlie,
On behalf of the Governors, the leadership team and me, personally, I am writing to thank you most sincerely for your help and support over the crisis situation at Thorpe Hall School earlier this term.

Your arrival at the school that fateful Monday was like manna from heaven! You brought a wonderful cool objectivity to the school which made the team feel utterly reassured and able to cope. I was so impressed with the persona you adopted, one of quiet, thinking support, never bullish or domineering but never shy to guide and steer when needed. You were also always able to answer any question thrown at you without hesitation.

On the day we went 'live' your experience was invaluable. Even weeks later I am realising how vital it was to have you there to deal with the journalists face to face, allowing me to simply make my statements to camera. Your quiet assurance and gravitas ensured that the situation was always in our control and allowed me to focus purely on projecting the message that was needed. In particular, your remarks about 'gallows humour' will stay with me for many years and form a major part of my story telling when relating these events to friends and colleagues.

I was also very impressed that you monitored your emails night and day and got back to us straight away, giving us the feeling that you were living the crisis too and were always ready and able to support.

I am more than happy for you to use this email as a testament of your skills should you wish to. Though it would be a privilege to work with you again in the future I sincerely hope I don't have to!"