At 8:12 a.m., the issue still looks containable. A customer complaint is gaining traction on LinkedIn. By 9:00, employees are forwarding screenshots internally. By lunch, a reporter has emailed for comment, a board member wants talking points, and the CEO is asking whether the company should post, wait, apologize, or say nothing. That's the moment many organizations realize they don't have a communications problem. They have a decision problem under pressure. A crisis communications specialist steps into that gap. Not as a magician, and not as a public-facing spin doctor. The role is closer to a calm navigator in rough
Continue reading