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Crisis Communications
HOW AN INSTITUTION RESPONDS TO CRISIS SAYS MORE ABOUT IT THAN THE FACTS OF THE CRISIS ITSELF
Crisis communication is common sense.
Concern for people affected always comes first. Select a single spokesperson. Tell the truth. Do not speculate. Keep a chronology of events. Defer to entities (police, emergency medical, hospital, etc.) that have legal authority. Accept responsibility for any errors that are yours. Do not blame others even though they may be culpable. Shift focus from why the crisis occurred to what you are doing to resolve the situation and outline steps you’re taking to minimize chance of a recurrence. Call RossWrites.
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