The most common starting point is messy, not dramatic. A leadership team knows a serious incident could happen, the communications lead has a draft plan somewhere in a shared drive, and everyone assumes they'll “figure it out” when the time comes. Then a customer complaint turns into a viral post, an outage stretches past the first promised update, or an employee posts partial information before the company is ready to respond. That's when the gap shows. The issue usually isn't the absence of smart people. It's the absence of rehearsal, role clarity, and message discipline under pressure. Crisis communications training
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