When it comes to crisis communication, timeliness is important. But so is accuracy. This is a lesson that Samsung has been learning the hard way while managing their Galaxy Note 7 crisis.
What did Samsung do wrong? They gave too much information too soon at the onset of the crisis. As a result, they’ve frustrated customers, regulators and have had to make an embarrassing amount of retractions.
How can you ensure that your team doesn’t make the same mistake as Samsung while managing an organizational crisis? What’s the secret to balancing timeliness and accuracy in your crisis communications? I answer these questions in this week’s #crisisready video. Take a look!
How do you plan to balance timeliness and accuracy within your crisis preparedness program?
Comment below or use the hashtag #crisisready on Twitter and let’s continue this conversation!
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted keynote speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa and her work here.
Great advice! We can’t let the media pressure us into making a statement before we are ready. But at the same time, we have to be timely. The longer we wait, the more chance there is of the media getting it wrong because we haven’t put the story in the context we want – or at least gotten our message across.