Yesterday, I was driving home with a friend, and the conversation turned, as it inevitably does, to Howard Dean’s famous scream in the 2004 presidential campaign.
(Okay, it’s not really inevitable, it’s just funny to say that, and it goes to a point I’m about to make.)
And that point, to borrow from an old Douglas MacArthur phrase, is that old crises never go away.
Today, as Paula Deen launches a comeback, and as the 20-year-old allegations against Woody Allen are back in the news, and the Monica Lewinsky scandal resurfaces, that’s a fact worth addressing. For brands and their communications teams, crises are part of the permanent record. Dealing with that, though, can be tricky. It starts with the knowledge that while apologies will be demanded in the heat of the crisis—and most of the time must be offered—and forgiveness will be granted by many, mistakes are never forgotten. (In the case of Woody Allen, of course, he denies the allegations absolutely and has never apologized.)
So what to do? Here are a few essential principles.
1. Be aware that the record will include the crisis, no matter how old. This means you must plan for that inevitable resurfacing. That starts with the creation of a plan, but even more fundamentally, you need to learn from the crisis, and resolve never to repeat it. All subsequent business activities and decisions need to be made to ensure that objective. The elements of the plan, though, start with these next concepts.
2. Be open and non-defensive. You’ve acknowledged that the crisis occurred and is part of the permanent record, so there’s no point in reacting defensively if it comes back up. Don’t be emotional or angry. Don’t be indignant. If appropriate, use humor, as Howard Dean does when asked about his scream. And outline how you’ve learned and changed.
3. Have testimonials lined up. One of the best ways to reassure stakeholders when an old crisis crops back up is to have credible testimonials from well-selected supporters. It may be that you won’t want to directly address an old crisis, or respond to those who are reviving it. But having others speak for you can be very effective.
4. Deliver on your word. This is the most important. If an old crisis resurfaces, the most eloquent response you can make is to have a record in the intervening time that demonstrates that you didn’t just apologize and promise to make adjustments to get past the crisis. If you have years of a flawless track record, then that will be very persuasive in the court of public opinion.
—Tony Silber
@tonysilber
There is definately a lot to find out about this subject. I like all the points you made
Hi there to all, for the reason that I am genuinely keen of reading this website’s post to be updated on a regular basis. It carries pleasant stuff.
Pretty! This has been a really wonderful post. Many thanks for providing these details.
This was beautiful Admin. Thank you for your reflections.
Good post! We will be linking to this particularly great post on our site. Keep up the great writing
This was beautiful Admin. Thank you for your reflections.
Hi there to all, for the reason that I am genuinely keen of reading this website’s post to be updated on a regular basis. It carries pleasant stuff.
Awesome! Its genuinely remarkable post, I have got much clear idea regarding from this post
You’re so awesome! I don’t believe I have read a single thing like that before. So great to find someone with some original thoughts on this topic. Really.. thank you for starting this up. This website is something that is needed on the internet, someone with a little originality!
Hi there to all, for the reason that I am genuinely keen of reading this website’s post to be updated on a regular basis. It carries pleasant stuff.
This was beautiful Admin. Thank you for your reflections.
I appreciate you sharing this blog post. Thanks Again. Cool.
There is definately a lot to find out about this subject. I like all the points you made
Your article is a great resource for anyone interested in this topic. I’m grateful for the time and effort you put into creating it.
Very well presented. Every quote was awesome and thanks for sharing the content. Keep sharing and keep motivating others.
Nice post. I learn something totally new and challenging on websites
Nice post. I learn something totally new and challenging on websites
very informative articles or reviews at this time.
This is my first time pay a quick visit at here and i am really happy to read everthing at one place
I am truly thankful to the owner of this web site who has shared this fantastic piece of writing at at this place.
For the reason that the admin of this site is working, no uncertainty very quickly it will be renowned, due to its quality contents.
Awesome! Its genuinely remarkable post, I have got much clear idea regarding from this post
naturally like your web site however you need to take a look at the spelling on several of your posts. A number of them are rife with spelling problems and I find it very bothersome to tell the truth on the other hand I will surely come again again.
For the reason that the admin of this site is working, no uncertainty very quickly it will be renowned, due to its quality contents.
This was beautiful Admin. Thank you for your reflections.
Very well presented. Every quote was awesome and thanks for sharing the content. Keep sharing and keep motivating others.
I appreciate you sharing this blog post. Thanks Again. Cool.
스포츠무료중계 , 스포츠중계 , 뱃모아 , 뱃모아06닷컴 , 안전카지노 , 스포츠 ,축구 , 야구 , 농구 , 배구, 안전카지노 , 스포츠 ,축구 , 야구 , 농구 , 배구
Good post! We will be linking to this particularly great post on our site. Keep up the great writing
This is my first time pay a quick visit at here and i am really happy to read everthing at one place
I’m often to blogging and i really appreciate your content. The article has actually peaks my interest. I’m going to bookmark your web site and maintain checking for brand spanking new information.
This is my first time pay a quick visit at here and i am really happy to read everthing at one place
I like the efforts you have put in this, regards for all the great content.
Pretty! This has been a really wonderful post. Many thanks for providing these details.
Awesome! Its genuinely remarkable post, I have got much clear idea regarding from this post
Cool that really helps, thank you.
This was beautiful Admin. Thank you for your reflections.
This is really interesting, You’re a very skilled blogger. I’ve joined your feed and look forward to seeking more of your magnificent post. Also, I’ve shared your site in my social networks!
I really like reading through a post that can make men and women think. Also, thank you for allowing me to comment!뱃모아06닷컴
Hi there to all, for the reason that I am genuinely keen of reading this website’s post to be updated on a regular basis. It carries pleasant stuff.
Great information shared.. really enjoyed reading this post thank you author for sharing this post .. appreciated
I do not even understand how I ended up here, but I assumed this publish used to be great
I really like reading through a post that can make men and women think. Also, thank you for allowing me to comment!
There is definately a lot to find out about this subject. I like all the points you made
There is definately a lot to find out about this subject. I like all the points you made
Hi there to all, for the reason that I am genuinely keen of reading this website’s post to be updated on a regular basis. It carries pleasant stuff.
Nice post. I learn something totally new and challenging on websites
very informative articles or reviews at this time.
I really like reading through a post that can make men and women think. Also, thank you for allowing me to comment!
You’re so awesome! I don’t believe I have read a single thing like that before. So great to find someone with some original thoughts on this topic. Really.. thank you for starting this up. This website is something that is needed on the internet, someone with a little originality!