13 worst crisis communication mistakes
There are 13 key elements to creating a successful crisis communications strategy. Tony Jaques provides tongue-in-cheek examples of how companies continue to get even the basics wrong.
It’s a sad fact that crisis management case studies are more often about what companies did wrong rather than what they did well. And some organisations seem determined to follow what not to do when facing a crisis.
From the rich buffet of crisis communication disasters, US crisis expert Jonathan Bernstein shared with my agency Managing Outcomes his tongue-in-cheek 13 rules for ensuring your crisis will flourish and grow:
1. Play Ostrich
Hope that no one learns about it. Take advice to say nothing, do nothing. And while your head is buried firmly in the sand, ignore the part that’s still exposed.
2. Only Start Work on a Potential Crisis Situation After It’s Public
Even if you don’t play ostrich, you can still nurture your developing crisis by avoiding preparation. Pre-planned and tested key messages would help communication when the crisis breaks publicly. So always shoot from the hip.
