Crisis Communication Basics

Summary

Having a plan for responding quickly, honestly and calmly when something goes wrong publicly — a poorly handled crisis response often does more damage than the original issue.

• 1Study a real brand crisis response you found credible, and one you found weak.
• 2Draft a basic crisis communication checklist: who responds, how fast, what tone.
• 3Learn why acknowledging an issue quickly usually beats staying silent while drafting a 'perfect' statement.