Leadership Communication

CHAPTER 12

Crisis Communication Strategies and Execution

In this book, we draw on crisis cases as history. The study of well-documented enterprise crisis outcomes is as important to students of business communication as the study of legal cases is to law students. In both areas of study, however, lessons must be adjusted to incongruent current realities. The game-changing context for us, in studying corporate crisis best practices, is the dynamic impact of communication in the hyperactive social media space. Social-media specialist Shel Israel (2009, Preface), author of Naked Conversations and Twitterville, charts the growth of the social media tool, Twitter, as leader of a huge context shift. The character-limiting communication device raised ...