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SEVEN QUALITIES OF QUALITY COMMUNICATIONS
SAFEGUARDING YOUR REPUTATION CAPITAL is, first, the result of action you take and, second, the way you communicate that action. Even if a crisis is being managed expertly behind the scenes, panic can ensue if those mitigation efforts are not shared promptly with those who need to know.
To be an effective communicator, it’s often necessary to simultaneously strike several different tones. How much of one and how little of another is necessary depends on the nature of the crisis and what information constituents will require to feel confident in the response. For instance, if a letter sent to customers about a product recall sounds genuine, but no actions to solve the crisis are shared, the brand won’t ...
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