The Ten Golden Rules of Crisis Communication

The Ten Golden Rules of Crisis Communication

Rule 1
Don't try to deny or hide what cannot be denied or hidden.
Acknowledging your mistakes and faults will increase trust and avoid future crisis -
The trust will come out, eventually.

Rule 2
Quick action is the key to a crisis communications strategy,
Allowing you the possibility of presenting the crisis and
what are doing to solve it as part of the same narrative and reducing media attention.

Rule 3
Think long term - It is important not only to solve immediate problems or limit direct damage,
but also to include these actions in a long term strategy designed to regain trust and improve your reputation.

Rule 4
Crisis communication should take place on a managerial level,
but remember that every employee is a relevant audience, a witness and a possible interview partner for the media.

Rule 5
Journalists are neither "Persona non grata" nor colleagues you can rely on -
Be open and reliable as an information source, but maintain a constructive distance. 

Rule 6
Restrain the classic human desire to be in the right, to win an arguement -
This is not what it is about.

Rule 7
Dare to overreact, as long as it is justified.

Rule 8
Don't try to create consensus.

Rule 9
Involve friends and enemies and consider all key audiences in your crisis communication strategy
and integrate or address every one of them.

Rule 10
Never stop constantly monitoring problems and issues that could develop into a crisis
and update your prevention plan accordingly.


구구절절 교과서처럼 맞는 말씀이네요 :)
약간 아마추어 맛이 나는 동영상도 재미있습니다.
이론처럼 실제도 딱딱 상황이 들어맞으면 좋을텐데 말이죠 ^^;;

  • loft 2009.07.23 00:08 ADDR 수정/삭제 답글

    7번은 슬라이드를 보고서 이해했습니다. 8번은 정말 중요한 사항이네요. 이젠 British accent가 자연스럽게 들리겠습니다.

    • Favicon of BlogIcon 2009.07.27 02:17 신고 수정/삭제

      그렇다면 참 좋을텐데 말이죠.. :(