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.
Learning Tools
Reinforce what you learned from Communicate in a Crisis
Mind Map
Communicate in a Crisis
Consumer-Brand Relationships
Expectations
Identity Connection
Betrayal
Triggers for Outrage
Value Violations
Service Failures
Social Media Power
Defining & Preparing
Crisis vs. Issue
Crisis Team
Scenario Planning
Communication Tactics
Accuracy Over Speed
Managing Volume
Factual Reporting
Crisis Leadership
Strategic Intent
Empathy & Tone
Accountability
Actionable Advice
Quiz — Test Your Understanding
Question 1 of 9
Why do consumers often feel a deep sense of betrayal when a brand they support acts unethically?
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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