The recent investigation into the crisis at Heathrow revealed that the CEO’s mobile failed to rouse him from his sleep. Nigel Hoggart explores whether organisations might need their own modern version of the “knocker upper” , particularly when their mobile phone fails.

Let’s clear something up early for our North American readers: a “knocker-up” is not what you think. It was a legitimate job title in the 19^th & early 20^th century, and a vital one at that. Before alarm clocks were available and affordable, the knocker upper would wander the streets in the early morning, tapping at the window with a long stick to ensure factory workers didn’t sleep through their shifts.

So, do we still need a modern-day equivalent in today’s connected world?

When Technology Sleeps, Who Wakes You Up?

When I worked at an IT disaster recovery firm, I was last on the call tree. As Sales Director, I was about as much use in a technical crisis as a chocolate teapot, but I had a landline and a mobile by the bed, just in case.

In eight years, I received four calls. Each time, the on-call engineer hadn't picked up the service invocation request. My job? Wake them up, pass on the message. Job done. Crisis averted.

Simple, but effective. Sometimes, the most important role in a crisis is just making sure someone answers the phone.

The Heathrow Incident: A Modern-Day Wake-Up Call?

The recent report into Heathrow Airport’s response to a major power outage was, overall, a positive one. It commended the airport’s preparedness and decision-making under pressure.

Yet, headlines focused on one detail: the CEO couldn’t be contacted because his phone went into sleep mode.

Is that criticism fair? In my view, not really. Everyone who needed to act had the authority to do so and they did. The absence of the CEO didn’t hinder the response.

Still, two important lessons emerged:

1. Always Have a Back-Up Plan

You can’t assume someone will answer their phone, even in a crisis. Phones fail. People sleep. Batteries die. What’s your plan B? Who’s your knocker-upper?

2. The Media Will Find the Weakness

Even if everything goes well, the media will gravitate toward a perceived flaw, particularly one involving leadership. If you don’t plan for that perception risk, you could face reputational damage that undermines all the good work behind the scenes.

Celebrate the Successes, But Plan for the Gaps

Heathrow’s team deserves credit for their response. The fact that operational leaders took decisive action without having to wake the CEO at 2am shows strong planning and good governance.

But it also raises a valuable question:

“If I can’t get hold of this person, can we still make the necessary decisions to manage the crisis effectively?”

If the answer is no, you may want to keep the number of a 24-hour taxi firm or courier service handy, because sometimes, nothing beats a good old-fashioned knock at the door.

How PressArea Can Help

PressArea is not your digital knocker-upper, but when it comes to managing reputations and building brands, it offers several tools to help both day-to-day and in a crisis.

When it comes to managing reputation during a crisis, you need more than just phones and good intentions. PressArea provides the tools to ensure your organisation remains in control, even when things go dark.

Here’s how:

Crisis Management & Dark Site Solution

Instantly switch your public-facing site to a secure, restricted messaging platform, so you stay in control of the narrative when it matters most.

Lines to Take & Position Statements

Make sure everyone knows what to say and what not to say. Shared access to approved messaging ensures consistent communication across all teams.

Press Enquiry Management System

No more missed media calls or lost messages. Our system tracks press enquiries, adds audit trails, and ensures seamless handovers when staff change mid-crisis.

By investing in a secure, purpose-built platform like PressArea, you’re not just preparing for the next big incident, you’re giving your team the tools to build the brand and respond swiftly, smartly, and with confidence to any crisis.

For a discussion about PressArea or demonstration contact: nigel@pressarea.com