Chapter 12 Crisis Communication

Crisis Communication:

  • A crisis is a non-routine event that risks undesired visibility that in turn threatens significant reputational damage.
  • American Express Chief Executive Officer Ken Chenault said: “We have to remember that reputations are won or lost in a crisis.” This quote really stuck out to me,because it is so true in the business world.
  • Several questions to ask when trying to figure out if you are dealing with a crisis are: Is this a non-routine event? Does it risk undesired visibility? Would that undesired visibility in turn threaten reputational damage?
  • Time is the enemy when dealing with a crisis.
  • The rule of 45 minutes, 6 hours, 3 days, and two weeks has a huge impact on communicating and what will end up happening.
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