Crisis unit: what is decided in the first hours

A crisis gives no warning. A video going round, an incident on site, a misunderstood decision: within hours the story can slip away from you.

1. Convene the unit

Management, communication, legal and the department concerned, around one table. One person speaks for the institution.

2. Say what you know

A short first message: what happened, what you are doing, when you will come back to the public. Saying nothing is already a message.

3. Keep listening

Monitoring social networks and the press shows what is being said and what needs correcting. It guides every statement that follows.