If You're Curious About These Questions...
You should listen to this audiobook
- Have you ever wondered why consumers react with such intense personal emotion when a brand fails, and how that deep connection can actually fuel a crisis?
- Are you curious about why social media has become the single greatest threat to a business's reputation during a public relations emergency?
- What’s the secret to executing a crisis communication plan that doesn't just manage the damage, but actually strengthens your audience's trust?
Listen to Communicate in a Crisis — Free Audiobook
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Key Takeaways from Communicate in a Crisis
- Understand why anticipating consumer behavior and motivations is essential for protecting your brand's reputation and financial stability when a crisis strikes.
- Discover how customers form deep, emotional bonds with 'passion brands' and why a lack of authenticity or transparency can quickly turn their loyalty into fierce retaliation.
- Learn the specific triggers of consumer outrage, such as acting against your company's established values or mismanaging a widely relied-upon service.
- Explore the psychology behind public backlash and recognize how consumers use shared outrage over a brand's missteps to express their own social identity.
- Grasp the immense power of social media in modern crisis management, where even small groups of consumers can organize to hold corporate giants publicly accountable.
Communicate in a Crisis — Full Chapter Overview
Chapter 1: Recommendation
Chapter 2: Consumers form strong bonds with brands that are honest and transparent.
Chapter 3: Brands can spark consumer outrage in many ways.
Chapter 4: Social media gives consumers a platform to publicly topple brands.
Chapter 5: The first step in crisis planning is defining exactly what a crisis truly means for your brand.
Chapter 6: Your brand’s survival relies on having a plan for when a crisis hits.
Chapter 7: In the event of a crisis, brands must respond swiftly and with accuracy.
Chapter 8: Factual communication during a crisis is essential for building trust.
Chapter 9: Leaders must navigate a crisis with clarity, empathy, and decisiveness.
Communicate in a Crisis Summary & Overview
Communicate in a Crisis (2019) explores how brands can communicate sensitively and effectively in a crisis. Author Kate Hartley explains why consumers connect so intimately with brands, and why social media is a threat to businesses. She also offers valuable advice for how to execute a crisis communication plan.
Who Should Listen to Communicate in a Crisis?
- PR and marketing professionals
- Businesses recovering from a crisis
- Leaders seeking to develop crisis management skills
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