Lessons Learned

For Crisis Communications


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