Data show that Americans increasingly expect CEOs to speak out on social and political issues—and business to step up to a larger role in addressing pressing societal problems. Indeed, internal and external stakeholders alike are demanding to see more commitment, engagement, and, in some cases, activism from the companies and brands in their lives.
These were among the insights discussed at November's meeting of the Corporate Communications Strategy Council in New York. Crisis communications was likewise a hot topic, with robust conversation around the right questions to ask at the onset of a crisis.
Bottom line: the first question to ask in a crisis should not be what the company says or does but what is expected by reasonable people in the way of response. Generally, this starts with expressing empathy, declaring the company’s values, and laying out the process it plans to follow to resolve the crisis. Read the newsletter for more insights from our experts and top practitioners.