Conversation Agent - Valeria Maltoni - Live Crisis Scenarios in Digital

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Funny (not really) how organizations value a thick plan binder vs. hiring and training the right people to handle communications during a crisis.

As you said, good judgment goes out the door when people are not trusted to have the ability to make sound decisions.


Smart post. Everyone needs crisis communication guidelines, just flexible enough to handle unique instances like these excellent examples.

I wonder sometimes if communicators overcomplicate crisis communication, given it doesn't always seem that far away from dealing with an angry customer.

If someone says "waiter, there is a fly in my soup," we might get them another bowl of soup. Some crisis communication plans suggest we give the entire restaurant a bowl of soup for a month.


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