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Insights on crisis communications and reputation

Saying Hard Things – Focus on a Bigger Picture

Saying Hard Things – Focus on a Bigger Picture

Critical takeaways: In a crisis, organizations should aim to be understood, not loved. Focus on a bigger picture to meet reasonable people’s expectations for a responsible organization. Spend your efforts communicating to the reasonable 80% and not...

Saying Hard Things – Own the Disappointment

Saying Hard Things – Own the Disappointment

Critical takeaways: Saying hard things will inevitably disappoint people who matter. We cannot write magic words that will somehow keep people from being upset. We must own the disappointment. Our five-point Framework for Saying Hard Things can...

Crises Are Inevitable but Learning Isn’t

Crises Are Inevitable but Learning Isn’t

Critical takeaways: Crises are inevitable, but it takes effort to learn from them and apply them to the next crisis. Create an inventory of all the decisions, policy changes and communications from the past three months, and evaluate the successes...

A Lot of Extra Work

A Lot of Extra Work

Critical takeaways: Communicators will have to do a lot of extra work to tell the story of how we come back from COVID-19. Specific audiences should receive specialized messages that address their particular needs, but those need to be consistent...

Communicating and Defending a Mask Policy

Communicating and Defending a Mask Policy

Critical takeaways: Setting customer expectations is critical to maximizing acceptance of COVID-19 policy changes, and communicating clearly is the key. The reputation risk of mask policies should be evaluated as a balance between the strategic...

Everyone Is Just “Over It”

Everyone Is Just “Over It”

Critical Takeaways Communicators do not have the luxury of being “over it.” We have to figure out what to say next. Learn to surf when you are stuck in crashing waves. Ask three questions to help create a bigger future.  In the spirit of being...

Kith’s COVID-19 Crisis Communications Playbook

Kith’s COVID-19 Crisis Communications Playbook

Over the past eight weeks, we have hosted a series of webinars sharing our insights, observations, and recommendations for responding to the COVID-19 crisis. We sincerely hope the content we have shared has been helpful to you and the organizations...

Creating Value as Strategic Communicators

Creating Value as Strategic Communicators

Critical takeaways As a crisis recedes, a strategic communicator needs to focus on how we create value for our organization’s leadership and our teams. Especially now, we receive an overabundance of information, but there’s very little wisdom....

COVID-19 Crisis Q&A with Bill Coletti

COVID-19 Crisis Q&A with Bill Coletti

In this webinar Bill Coletti hosts a live Q&A session to answers questions related to COVID-19 crisis communications strategy and tactics.   https://www.youtube.com/watch?v=BNIqFPlHtcg&feature=youtu.be You can download the PDF version...

‘Crucial Conversations’: Lessons for Crisis Communicators

‘Crucial Conversations’: Lessons for Crisis Communicators

Critical takeaways The book ‘Crucial Conversations’ is a great guide to managing high-stakes conversations but it also provides useful guidance for crises. Many of the same techniques the authors advise for critical conversations can be used by...

Critical Moments: The New Mindset of Reputation Management

In Critical Moments, corporate communications expert Bill Coletti reveals how you can build reputational excellence through meeting the needs and expectations of the public.

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