Preparation Accounts for 90 Percent of Crisis Communication Success*

When Paul and I worked federal government communicator jobs, we had to be very careful not to endorse (or condemn!) organizations and products. Drilled into us. Became habit not to do so. Objectivity at all times, no opinion – just the facts – with our public-facing spokesmen personas. We’re not federal communicators anymore, so we’re […]

The Accidental PIO: 6 Things a Pipeline Crisis Communicator Learned about Initial Response

Note: Brandon and I are amped to introduce readers to another savvy contributor to The Crisis Communicator blog. Terri Larson is one of the only industry-side crisis comms ninjas I’ve met who’s actually logged time as an “Initial” Public Information Officer for a major spill response and did so as the Incident Command System gods […]

Communicating Care and Commitment: First Steps in Averting Crisis

I’d never heard of Lt. Gen. Jay Silveria, Superintendent of the U.S. Air Force Academy, before watching this video almost two weeks ago, but I can say this now – if he handles every potential (or real) crisis like he handled this one at the academy, he’s one of my new heroes. Just go ahead […]

Communication Theories: The Elegant Mess of Human Speech

I learned from an early age that the sincere applications of “please” and “thank you” are the best tools with which to diffuse potentially hostile personal encounters on a day-to-day basis. That’s basic Jedi stuff. No one likes being stepped on or disrespected. (Especially not in public.) But smiling doesn’t get you very far when […]

ICS: The World’s Biggest Board Game (or, The Godzilla Contingency)

Game study is the study of games: the act of playing them, and the players and cultures surrounding them. It deals with all types of games throughout history and utilizes the tactics of anthropology, sociology and psychology while examining the design aspects of the game, the players in the game, and finally the role the […]

21 Tactics Spokespeople Use to Manage Tough Questions

We’re pretty excited to have a new contributor sharing his experience and research in the world of risk communication. Dr. Roger Miles was introduced to us via another contributor after they met while attending a course at the Harvard School of Public Health Roger teaches graduate level risk-related psychology at Cambridge University and the United […]