When managing a crisis, knowing your key audiences and the best way to communicate with them is paramount. In the midst of a crisis situation, using the strengthen/soften/separate approach can make the difference in your brand’s recovery.
When it comes to crises, it’s not a matter of if, but when an incident will occur. Every day I see a new crisis situation appear on the 10 p.m. news. You can spend years building up your company’s brand and reputation, and then in an instant a crisis can threaten all of these efforts. It’s for that reason we all must prepare for crisis situations.