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.

“Crisis communication is about engaging stakeholders to maintain, restore, or enhance trust and confidence when something goes wrong.”

– Helio Fred Garcia

 Every crisis is a business problem before it is a communication problem, and you can’t communicate your way out of a business problem. However, effective crisis communication has what the military calls a “force multiplier” effect: It isn’t sufficient to accomplish your goal; but it helps you to do more, better, and faster.

How Can We Help?

We advise clients on ways to maintain the trust and confidence of stakeholders when reputation is at risk.

Crises create an environment of emotion: fear, anxiety, anger, shame, embarrassment and often ambivalence. We as crisis experts know that facts and logic by themselves are rarely sufficient. But we also know that leaders and organizations distrust emotional appeals.

At Logos, we understand the objective and subjective factors that help stakeholders and organizations get beyond emotional reactions quickly. We understand the social psychology, anthropology, and cultural components of rumor dynamics. And of the need to frame facts in a way that expresses genuine care and empathy.

WE PROVIDE:

  • 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.

What Have We Worked on Before?

We have worked on a wide variety of crises, both large-scale international crises and smaller, more niche crises affecting a specific group of stakeholders. Below is a sampling of some of the types of crises we have helped clients respond to:

FEATURED CRISIS COMMUNICATION POSTS

LOGOS IN THE NEWS: Helio Fred Garcia Interviewed on Unleashed

On November 9, 2020, Helio Fred Garcia spoke with Will Bachman on his podcast Unleashed about how leaders and organizations can understand prepare for, and respond effectively to a crisis. Unleashed explores how to thrive as an independent professional. During their...
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How Exxon Mobil Controlled the Narrative Masterfully

This was an important and timely move on Exxon’s part. They named it a hypothetical call, thereby defining the nature of the crisis. And they made clear that the call never happened. If they hadn’t acted as quickly and clearly, they would have lost control of the narrative, leading to negative consequences.

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A Teachable Moment in Trump’s Testing Positive for COVID-19

Overnight the world learned that President Trump and the First Lady both tested positive for COVID-19. If this is true, I wish them a full recovery. But our challenge isn’t whether Trump has COVID-19; it’s that the nation does. And it didn’t have to be this way.

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Worth Reading – Crisis Counsel: Navigating Legal and Communication Conflict, by Tony Jaques, PhD

Tony Jaques has written a masterful guide to managing the natural tension between lawyers and communicators. Crisis Counsel: Navigating Legal and Communication Conflict is a highly readable guide to effective and respectful interaction among lawyers, communicators, and business leaders.

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Dispatches in the Time of COVID-19: Leave Your Empathy at the Door

“When you do the common things in life in an uncommon way, you will command the attention of the world.” ~ George Washington Carver So: You’re wearing a mask and keeping a socially responsible distance. You’re staying safe but taking long daily walks in the nearly...
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