Crisis Communication – how to handle a crisis the right way from Shel

Sooner or later you make a mistake with the community. If not you’re not pushing the envelope, is my experience. Shel Holtz has a very good Crisis Communication primer.


When responding to a crisis, you should…

  • Respond quickly, accurately, professionally and with great care
  • Treat perceptions as fact
  • Acknowledge mistakes (today, we’d say, “Be transparent”)
  • Tailor messages to address the aggrieved or angry party
  • Note the other side’s concerns; don’t be dismissive
  • Make no public confrontations
  • Emphasize the existing relationships in which you have built
    capital; they are more credible during a crisis than your own

Good piece, recommended reading.