Solutions
Crisis Narrative
Crisis communication covers facts, uncertainty, accountability, response, customer impact, corrective action, and updates — following the principle of saying what is known, what is not known, what is being done, and what people should expect next.
Crisis Communication Principles
- State what is known.
- Acknowledge what is not known.
- Explain what is being done.
- Set expectations for what comes next.
- Take accountability where appropriate.
- Communicate customer impact honestly.
- Describe corrective action.
- Provide regular updates.
Never Recommend Deception
Never recommend deception. In a crisis, honesty is the only strategy that survives.
Related Services
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