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Communications Versus Behavior During a Crisis

Communications at its best serves as a company’s conscious, ensuring that the decisions and actions of the company align with the words being shared with the outside world. At no time does this become more important than during a crisis. Before going further, we should acknowledge the money factor. In the quest to serve shareholders, companies …more

BP Letter On Crisis Shows Common Sense (In Stark Contrast To Toyota Approach)

The communications controlled by a company during a crisis – not the media coverage – provide the best indicator of competency (or lack thereof). If you can’t get the communications under your control right, you have zero chance of winning over others to carry your story forward. That’s why I characterized Toyota’s crisis communications as amateur hour. The company’s first open …more