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Wednesday, August 30, 2006

Tell the truth, but not the whole truth?

Telling the truth in times of crisis is a given, but not necessarily the whole truth. For one thing, do you even know the whole truth?

It's virtually impossible to know the full story at the beginning of a critical event. If you pronounce certain facts that remain under investigation, you could be dead wrong. Then what happens to your credibility? It suffers permanent injury.

So when you go forth with information, your entire crisis management team should be in agreement about the facts. Oh, you don't have a crisis management team? Now, that's another blog!

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9:44 AM | 0 comment(s)

Wednesday, August 16, 2006

What were they afraid of?

Like a deer in the headlights, Dell faced a crisis and stood frozen. Why?

Even though a video of an exploding battery was circulating on TV news and the internet, they delayed action for months. When Dell finally took the inevitable action Tuesday, their stock actually went up on a higher volume than previous weeks! Some stock market pundits surmised the market considered it a relief that the recall was finally issued—everyone had been holding their breath waiting to see if Dell would be run over.

Crisis management 101: The sooner you get off the road and out of those headlights, the more likely you’ll survive.

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9:58 AM | 7 comment(s)