Dec. 6, 2011
Whether it’s a tragic event, as in the Penn State sex abuse allegations; a brain freeze, such as those that happened over the past several weeks to two aspiring presidential candidates; or, as was recently reported, a highly competitive industry fighting allegations that arsenic has been found in apple juice, none of us is immune from facing a crisis situation. Regardless of the nature of the crisis or whether it originated through TV, print, Twitter or Facebook, the damage can be instantaneous.
There is no waiting in this age of immediate engagement. Information is delivered faster than you can say, “Oops, I think I stepped in it.” So addressing the problem or issue quickly (if not faster) is critical. Having a crisis management plan in place will not necessarily save you from negative fallout, but it can help minimize the damage.
Here are some key items you will want to include in your plan:
Finally, when communicating, make sure the information you’re providing is accurate. Don’t speculate and don’t blame. Acknowledge what you don’t know and then find the answers and respond. Don’t hide anything. Be upfront and honest. Remember, credibility is your most important asset.
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