What should a company say if it does not yet know the cause of a problem?

Confirm the known facts, explicitly identify what remains unclear, name the responsible person and say when the next update will be provided.

Does a rapid response create a risk of inaccuracies?

Yes, if it pretends to offer a conclusion. A brief acknowledgment of the situation with clearly identified unknowns is safer than either speculation or prolonged silence.

In a crisis, response time is part of the message. Silence leaves room for others to define the story

9 hours ago.

Organisations often wait until they have verified the facts and approved a statement before responding. Yet employees and the public interpret that delay for themselves. An initial response does not need to provide a final answer. It should acknowledge the issue, explain what is being checked and specify when more information will follow. Consistency with earlier commitments matters too.

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In a crisis, response time is part of the message. Silence leaves room for others to define the story

Do you want to read the whole article?Get a subscription for free or from CZK 58 per month

Do you want to read the whole article?
Get a subscription for free or from CZK 58 per month