If you’ve ever seen the classic Abbott and Costello sketch “Who’s on First?,” you know how quickly things can unravel when no one knows who’s doing what. It’s hilarious on stage, but in a real life crisis, that kind of confusion is anything but funny.
Think back to the last time you were called into a room as a situation started to spiral. Was it really that different?
All too often, meetings at the beginning of a crisis mirror that same chaos. Not because of confusing names, but because roles, responsibilities, and decision-making authority are unclear. No one knows who’s in charge, who should be in the room, or what actions to take next. Without a defined chain of command, discussions drift, decisions stall, and valuable time slips away.
That’s why we emphasize the importance of strategic speed: the ability to make smart, timely decisions and take effective action fast, without sacrificing clarity, alignment, or long-term outcomes. It’s not just about moving quickly. It’s about moving purposefully, with everyone pulling in the same direction.
And take it from your friends at Kith: in the middle of a crisis, lost time is the one thing you can’t afford.
Why This Happens
Surprisingly, this happens even in organizations that think they’ve prepared. Maybe there’s a crisis plan collecting dust, or a structure outlined on paper that no one’s actually reviewed. In other cases, there is no crisis-specific chain of command, so people default to their usual roles. And oftentimes those may not translate well under pressure.
For example, someone great at running day-to-day marketing ops for your business may not be equipped to effectively manage the stress and nuances of high-stakes crisis communications. Crisis roles require specific skills, and assuming the peacetime org chart will work can be a costly mistake.
If you want to move fast (and you should), you need a clear, effective, and practiced chain of command in place.
Five Steps to Build a Chain of Command That Works
Whether you’re building from scratch or reviewing an existing structure, use these five steps to ensure your crisis response is clear, decisive, and fast:
#1: Identify Critical Roles for Crisis Response – Build a Core Crisis Team: A core crisis team is the group that gathers information and makes decisions during a crisis. It should be established in advance and include members with decision-making authority, subject matter expertise, or, in the best case scenario, both.
#2: Focus on Roles, Not Individuals: Define positions based on job function, not the person currently in the role. Your structure should be personality-neutral and adaptable.
#3: Clarify Lines of Authority: Establish clear reporting lines from top to bottom. If multiple people are operating at the same level, make sure there’s someone above them to break ties and make final calls.
#4: Name Names (and Alternates): Assign a specific person to each role, and whenever possible, designate a backup. This ensures redundancy and supports rapid mobilization.
#5: Make It Known and Practiced: Don’t let your plan gather dust. Communicate it clearly, review it regularly, and practice using it in simulations or tabletop exercises. Especially after personnel changes. Need help with any of those? We are here.
With these steps in place, your team won’t be guessing who’s in charge when a crisis hits. You’ll know who’s responsible for what, who reports to whom, and how decisions will be made. And this will allow your organization to act with clarity and strategic speed when it matters most.
So next time a crisis breaks, skip the comedy of errors. Be ready, be organized, and move fast.
Kith facilitates crisis preparedness workshops that will help your company attain the clarity, trust, and speed you need to respond confidently – no dithering! – to any crisis. We’d be happy to have a conversation about how we can help your company be ready to chart an effective course to reputation protection.
Looking for more fresh insights? Crisis of the Month is a no-fluff Substack that breaks down real-world crises and what they teach us about leadership, communication, and damage control. Whether you’re in comms, ops, or just crisis-curious, this is your monthly guide to what went wrong — and how to do it better. Sign up today!
