Having worked on multiple crises, I now accept I will always face the unexpected.
And in the most serious crisis, even experienced ‘crisis mature’ teams need guidance. What do I remind them about?
• The good – zero in on the basics, ensure up-to-date contact lists and access to all communication channels. With little notice small tasks make a big difference.
• The bad – hone in on detail at the expense of the big picture. Details matter, nominate someone to confirm the specifics. You must assess the immediate impact of the crisis, while keeping the long-term reputational effects in clear view.
• The ugly – collapse into a fit of jargon and industry speak at your peril. In a crisis people need to see people. Be human.
