From the course: Crisis Communication
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Establishing a chain of command
- Because crisis requires a quick and confident response you'll want to establish a clear chain of command. Essentially this means that all information and communication decisions surrounding the crisis goes through the leader of the crisis team. Without a chain of command a crisis communication response can appear chaotic. You'll often see slow, or inconsistent messaging, and the audiences might start to wonder, "Does this organization know what it's doing? "Do they even have a plan? "Is anybody taking charge of the situation?" The lack of a chain of command can quickly erode the public's confidence in your organization. For an example of how the lack of a chain of command might look to an audience let's go back in time to 2007 when Twitter was young. At this time in history many companies had yet to monitor Twitter activity. When executives learned through newspaper articles that hundreds of people were talking negatively about their brands on Twitter these companies were already…
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