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People will forgive almost anything except gross negligence, cruelty and arrogance.
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The most common mistake in the early stages of a crisis is stating something that later proves to be untrue or misleading.
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Media and government gravitate to crises that symbolize a larger societal problem.
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Something doesn't have to be new to become newsworthy.
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Assume everything will be subject to legal discovery.
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A crisis is a bad time to try and make new friends.
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Facts and statistics are only effective if presented as part of an interesting story.
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The public often reaches a verdict on a crisis long before all the facts are in.
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Society's unwritten rules often change without warning.
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Remember the chaos theory: unusual events tend to cluster.
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