Proactive Transparency in Crisis Communication

You have to be the first person to tell your client about the screw-up. A timely #failurefriday post. Many of us were impacted by the cell outage yesterday, some lost all modes of communication, others just cell service. My life didn't change one bit. My daughter thought the world was ending. Even though nothing changed for me, I still wanted to know why I could not use the device that I paid for to access a service that I paid greatly for. I had to dig deep to find a DailyMail.com clip about the outage. When I walk my clients through their Crisis Proof Your Business checklist (link in the comments) we plan what happens when we cannot meet our clients' expectations because of a FUBAR. We plan it and we rehearse it. When we discover an event - such as 70% of our clients being unable to use the service we are paid t provide - we have one main rule: ***The Client Must Hear About the Disruptions From Us First*** The message is this: 1. There is an interruption. 2. We apologize for the inconvenience. 3. We are working to restore service as fast as possible. and then keep them updated. Our Crisis plan also includes alternative communications that happen simultaneously (in case our mode of communication is the missing piece.) 1. Update the website (that is the first place I go). 2. Broadcast the message in all formats (autodial, text, social media). 3. Issue a press statement. Let your clients know about the issue in every mode possible. Want to instill loyalty and nurture trust? Build in this practice. Those impacted will respect that you cared enough to let them know. Those not impacted will KNOW that you care for them. CTA - Practice your crisis communications (even you solos). PS - Have you Crisis Proofed your Business? Shoot me a DM.

How do you prevent mayhem when crises occur that affect you and your team? Bridges collapse. Criminals mow down innocent victims. CEOs have heart attacks. Contagious diseases spread. Layoffs happen. Such crises create havoc as misinformation and fear run rampant through an organization or team. So what’s your part in calming the hysteria among your team? Communication. Communication that’s current, consistent, and complete. When I’ve consulted on handling crisis communication previously, I often get this question from bosses: “But how can I tell people what’s going on when we haven’t yet investigated and don’t have the facts?” That’s never an excuse for delayed communication. Be mindful that when people don’t have the facts, they tend to make them up. In a communication void, people pass on what they think, fear, or imagine. Noise. Keep these communication tips in mind to be part of the solution, not the noise: ▶ Tell what you know as soon as you know it. ▶ State what information you don’t have and tell people what you’re investigating. ▶ Stifle the urge to comment on/add to rumors, fears, guesses. ▶ Communicate concern specifically to those directly affected. ▶ Offer tangible support when you can (time, money, acts of kindness). ▶ Communicate kudos to those working behind the scenes. Accurate, speedy communication creates relationships and cultures that build trust and encourage loyalty. Have you been affected by a crisis? Was it handled well or poorly? Outlandish rumors that circulated? #CrisisCommunication #LeadershipCommunication #BusinessCommunication #ProfessionalCommunication #DiannaBooher #BooherResearch

This week I posted about leaders who fail during a crisis because I have seen that happen during the course of my career. In reality, leadership isn’t tested in calm waters — it’s forged in crisis. Too many leaders panic during a crisis. Even more disappear during it. And far too few prepare before one ever hits. Here’s the uncomfortable truth: If you wait for the storm to start leading, it’s already too late. ✅ BEFORE the crisis Build real trust, not just policies. Create a communication plan that doesn’t rely on “winging it.” Run what-if scenarios like your reputation depends on it — because it does. Empower your team to act without you. Crisis slows down command-and-control leaders. Decentralize now. Have a plan and use it. ✅ DURING the crisis Over-communicate. Even if you don’t have all the answers, say what you do know and what you’re doing about it. A void in communication will be filled with something by someone. Don't take that chance. Communicate in many methods and forums. People need to hear the same message more than once and in more than one way. Be visible, calm, and human. The team doesn’t need a hero — they need a leader who shows up. Focus on clarity over certainty. You can’t promise outcomes, but you can be honest about the path. ✅ AFTER the crisis Don’t just move on — debrief hard. What failed? What worked? Who stepped up? A solid After Action Review is a blueprint to make your crisis plan even better. Give recognition where it’s due. Silence after sacrifice kills morale. Institutionalize the learnings. The next crisis is already in the pipeline. Will you be ready? Leadership isn’t about having a plan for every crisis. It’s about building a culture that doesn’t crumble when the plan falls apart. ❓ So, leaders — the question isn’t “What do we do when a crisis hits?” The REAL question is: What are you doing RIGHT NOW to make sure your team survives the next one?

I often say we are in the business of building, maintaining and, when needed, repairing reputation. People don’t always think about the importance of a proactive crisis plan in managing a reputation; however, having a solid crisis communication plan is key to safeguarding your reputation (or that of your business) in turbulent times. From data breaches to natural disasters, how you respond in critical moments can make or break your reputation. A well-thought-out crisis media plan is not just advantageous, but essential. My three keys to crisis communication are: 1. Preparedness is confidence among key stakeholders. This allows you to: a. Communicate early b. Communicate often c. Be transparent (even if you can’t provide many details) 2. Time is of the essence. A crisis media plan outlines exact protocols and procedures to minimize confusion and increase communication. 3. Business continuity: Effective crisis management includes provisions for maintaining essential operations while coordinating internal and external communications. Failing to plan is planning to fail. https://bit.ly/4awrF3f