How to Handle the "Video Ambush"

It used to be that every person would fear the words ‘you’re under arrest’ if they were uttered by the police. Now, though, CEOs have a new dread, hearing them spoken by ordinary members of the public on their journey to work. 

Not all CEOs, it must be said – although the capacity for replication and growth must be borne in mind. No, it’s water company chiefs who are in the firing line. So far, there have been 12 attempted arrests of industry bosses by a group called the Citizens’ Arrest Network or CAN. The heads of Anglian, Southern, Thames and others, have all been ambushed away from their homes and offices in public places, where the incident can be captured on video and posted on social media. 

They’re being accused of causing sewage pollution and find themselves surrounded by activists, seeking their prosecution. 

Normally, citizen’s arrests are made for burglary or robbery. This is a first and is more direct and personal than the usual protest. The intent is serious. CAN is being advised by the law firm Leigh Day and the aim is to see executives forced to appear in court.

It can be only a matter of time before the action spreads to other sectors and beyond the environment. So, what do you if it happens to you? First, stay calm, be polite. Don’t say or do anything you would not like to see viewed countless times. Call your colleagues, tell them what has happened. Wait for the police to arrive. In one case, it could take an hour for them to turn up and free the beleaguered CEO. Nevertheless, hard as it, try not to react, do not get physical or use intemperate language. 

After that, it is up to the professionals, your advisers, to deal with. In one instance, those making the arrest are being investigated for false imprisonment.

You might want to think about acquiring a bodyguard – certainly they are being hired. But be careful, rough stuff against well-mannered, smartly-dressed women, and they are careful to convey that image, is not a good look. 

Better to improve your comms, to better explain, to be seen to be understanding of why they feel like they do and how you’re responding to their grievances. Dodging, as one water boss has repeatedly tried to do in the past week in Kent as thousands of consumers lost their supply, is not advisable. That becomes a challenge to the campaigners, by not being visible when customers are suffering, you make yourself even more of a target – a scalp which must be obtained. Causing you embarrassment, making you squirm, is a sport in itself – for the public, demonstrators, media, social media, politicians. However uncomfortable you feel, whatever your justification, it is to be avoided. You’re paid to lead, to take responsibility, and to be seen doing so.

Try not to inflame. Is it really wise to be awarding thumping salary and dividend increases at such a time? Your pay will be cited, your house will be photographed, your lifestyle pored over and those holiday snaps you put online will be republished but in a different, hostile guise.

Tempting as it is, don’t get too technical. That makes you appear long-winded and obfuscatory. Short messaging with unimpeachable facts is what is required. Humility, compassion, action should be your watchwords.