Fact / Opinion

What is too much, what is too little?

Crisis Management:

1. Don’t panic
2. Get a crisis team in place with relevant skill sets, and communication experts. Appoint a
Chairman. Appoint a spokesperson Prepare a legal record of all discussions.
3. Appoint a Devil’s advocate to challenge group think
4. Determine what gaps in info and understanding you have and put a process in place to get that
info. Separate facts from opinions
5. Remind yourself of the core values
6. Communicate, Communicate, Communicate (Employees, consumers etc.)
7. Update communication frequently
8. Take action and ensure flawless implementation
9. Study lessons learnt
10. Prepare BEFORE there is crisis (Core crisis communication team)

Bury negative news with positive news. Isolate things on social media.

In crisis, sometimes the truth does not matter. Take decisions which may not be supported by facts to
win the trust of your customers and other stakeholders to protect your trust.