In the context of the Chief Crisis Officer, you’ll often hear people refer to having someone in place to “quarterback” the response effort when a crisis event or other sensitive issue confronts an organization, but I think the most apt analogy is that of a “point guard” in basketball. The skills that make a basketball player a good point guard are particularly applicable to those needed in the role of Chief Crisis Officer.
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Big crises typically offer big lessons, and Equifax Inc.’s security breach is shaping up to be one of the year’s biggest crises. Clearly, the credit-scoring company is getting pummeled for its uninspired response. Its strategy and messaging have really fallen short. This especially disappoints given how much time it had to plan.
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Among the many crises that were part of the larger crisis called Hurricane Harvey was the flooding of a chemical plant in Crosby, Texas, near Houston. The plant is owned by France-based Arkema Group, whose communications concerning the situation left something to be desired, which even it admitted. In particular, it held a press conference that only highlighted the need for crisis communicators to come supplied with information and empathy.
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A leaked memo regarding Charlottesville, Virginia’s handling of the white-nationalist demonstration there on Aug. 12 raises some interesting insights into crisis communications. Unfortunately, they’re mostly negative, as the document reveals a back-and-forth between the mayor and city manager that provides an astonishing inside look at people not working together.
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Corporate crises certainly give company leaders a lot to worry about, such as losing customers, sales, employees, and reputation. We can add one more to the list: board members. A new study shows that a common response directors have to company crises is to leave the board.
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“The Wall Street Journal” had an interesting article this week about a German amateur linguist and journalist who has developed an algorithm to examine press releases on executive departures. The purpose is to cut through the spin to determine whether the honcho left voluntarily or was fired. As you can imagine, that raises some good points about writing these sensitive statements.
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