Communicate in a CrisisCommunicate in a Crisis
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Communicate in a Crisis

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Kate Hartley

The chances of crises are impossible to predict, but you should always be prepared. Differentiating issues from catastrophes, holding a crisis crew on hand, and defining your strategic intent as soon as the crisis occurs enables your business to survive. For example, in a crisis, the best way to maintain trust with your audience is to be honest. A brand that treats its customers like humans is more likely to win their trust. Examine, consider, and then act. You might not be able to take a moment to stop and reflect when you are in the middle of a crisis. But, in order to keep a solid grip on what's happening, it's important to do this. So, take a second whenever you feel like a tornado is sweeping you away. Evaluate the situation, reorganize your staff, and next develop a plan for the future.

hashtagmanagement
hashtagsocial-life
hashtagbusiness-world
hashtagleadership
clock12 min
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What's it about?

This book examines a brand's ability to communicate during a crisis effectively and sensibly. In Communicate in a Crisis, Kate Hartley explores why customers are so connected to brands and how social media can undermine companies. Hartley also provides essential advice on executing crisis communication plans.

Book summary

The chances of crises are impossible to predict, but you should always be prepared. Differentiating issues from catastrophes, holding a crisis crew on hand, and defining your strategic intent as soon as the crisis occurs enables your business to survive. For example, in a crisis, the best way to maintain trust with your audience is to be honest. A brand that treats its customers like humans is more likely to win their trust. Examine, consider, and then act. You might not be able to take a moment to stop and reflect when you are in the middle of a crisis. But, in order to keep a solid grip on what's happening, it's important to do this. So, take a second whenever you feel like a tornado is sweeping you away. Evaluate the situation, reorganize your staff, and next develop a plan for the future.

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Consumers establish strong bonds with transparent and authentic brands.

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Consumer outrage can be triggered in a variety of ways by brands.

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Defining what a crisis means for your brand is the first step in crisis communication planning.

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You need a plan when crisis strikes to ensure your brand's survival.

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Building trust requires clear communication during a crisis.

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