Maintaining Trust and Confidence In a Crisis

Crisis Communication

Crisis communication is a subset of crisis management that focuses on engaging stakeholders to maintain, restore, or enhance trust and confidence when something goes wrong.

But crisis communication alone will rarely do the trick. Every crisis is a business problem before it is a communication problem, and you can’t communicate your way out of a business problem.

Effective crisis communication is like what the military calls a “force multiplier”: It won’t be sufficient to accomplish your goal; but it helps you to do more, better, and faster than without effective crisis communication.

All crisis communication takes place in an environment of emotional resonance: fear, anxiety, anger, shame, embarrassment and other, often confused emotions. Crisis experts know that in a crisis facts and logic by themselves are rarely sufficient, but leaders and organizations distrust emotional appeals.

Logos team members understand the objective and subject factors that help stakeholders and organizations get beyond emotional reactions quickly; we understand the social psychology, anthropology, and cultural components of rumor dynamics, of the need to be forgiven, and of the need to frame facts in a helpful context.

AMONG THE SERVICES WE OFFER:

  • Crisis communication planning and scenario development.
  • Crisis communication consulting before or during live crisis.
  • Strategy and core message development.
  • Drafting of core documents, review and approval protocols, and distribution criteria.
  • Establishment of crisis communication working groups and of issues management, crisis communication/rapid response infrastructure, protocols, task forces, and operation centers.
  • Communication support for litigation, regulatory proceedings, or civil or criminal litigation.
  • Capabilities assessments of corporate communication/public relations departments or external resources.

AMONG THE CRISES WE HAVE WORKED ON ARE:

  • Corporate governance
  • Contests for corporate control
  • CEO succession
  • Management turmoil
  • Financial Malfeasance
  • Corporate and class action litigation and mass torts
  • Criminal investigations, indictments, convictions of key executives
  • Regulatory investigation and sanction: SEC, FDA, US Attorney, state attorneys general, banking and insurance regulators, international regulators
  • Highly contentious and nationally-televised legislative or regulatory hearings.
  • Stock market activity and shareholder activism
  • Hostile takeover defense, mergers, acquisitions, recapitalizations
  • Accounting irregularities, changes in accounting treatment, financial restatements
  • Bankruptcy, financial restructurings
  • Labor unrest
  • Attacks by consumer activists, gadflies, determined adversaries, attention-seekers
  • Workplace issues including allegations of discrimination and sexual harassment
  • Environmental degradation and protests
  • Social media activism campaign and boycotts
  • Natural disasters and business continuity
  • Special event vulnerabilities
  • Terrorist attacks
  • Foreign Corrupt Practices Acts activity
  • Business ethics, corporate social responsibility, human rights, compliance
  • Intellectual property disputes
  • Workplace violence and fatalities
  • Advertising and marketing missteps and mishaps, endorsement by controversial celebrities
  • Violation of securities laws, Regulation FD
  • Technology failures
  • Cybercrime
  • Identity theft, breach of computer networks, hacking
  • Embedded journalists and combat visibility