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Canadian Red Cross Charity Registration Number: 119219814RR0001
Crisis Communication Do’s & Don’ts
Helpful Communication Guidelines For Crisis Response
DO
▪ Deliver consistent messages across all media platforms. |
▪ Express sympathy and empathize in a genuine manner. |
▪ Keep the communications factual, accurate and concise. |
▪ Do keep trust front and foremost in communications. Be honest and transparent. If you don’t know the answer, say so. |
▪ Do designate a credible spokesperson who can speak with authority and ideally someone who has established a trust relationship with stakeholders. |
DON’T
▪ Don’t ‘wing it’ or ‘spin’ an answer, it will unravel and could have greater negative consequences. |
▪ Don’t promise resolution as it may not be possible. |
▪ Don’t point the finger, speculate on motive or cause, or accept any liability without legal counsel. |
▪ Don’t lie or buffer the message. |
▪ Don’t avoid the media or respond to questions outside of a formal setting. |
Additional Resources
- When Communicating During a Crisis Do and Don't (pdf)