Principles
-
•From the beginning, the public must be kept informed frequently and accurately through the media.
This must be done by one or two highly credible senior spokespeople who understand the situation
and can explain it calmly and in simple language. -
•The first 24 hours of a crisis are critical to success in managing crisis communication. A company that is slow in communicating to the public may face a public information vacuum which is filled by rumors or alarms far worse than the real situation.
-
•Silence in the midst of a crisis implies guilt, whether justified or not.
-
•Simplicity and practicality are important goals throughout the planning process. Complex plans gather dust and don’t work.
-
•Employees and their families must receive information in a timely fashion and, when appropriate, be a part of the solution.
-
•All communication must be honest, concise and consistent with what the public is being told.