Deborah Fiorito, President of 20K Group in Houston, Texas is the latest crisis communications expert to join us at the Online Reputation Management blog. Debbie was executive vice president and chief communications officer of Dynegy, Inc., and before that, she was senior vice president, Public Affairs, Chase Bank of Texas (now JPMorgan Chase). In addition, she has held senior-level communications positions at Apache Corporation and Mitchell Energy & Development Corp. (now Devon Energy).
What is crisis communications?
Communicating reactively immediately after, or in the hours or days, following an incident that threatens your organization’s reputation or ability to operate. I would draw the line between when that communications is “reactive” and strategic—that is, when the outbound communications becomes part of an overall plan to influence customer or stakeholder thought and/or behavior about the organization or company.
What are the biggest mistakes you see people and companies make when dealing with the media?
Do we have 400 pages here? The list of mistakes I’ve made, my firm has made and that ALL organizational communicators make is endless, mostly because the risks associated with making choices about how, when and what to communicate are so high during the stressful, chaotic hours following an incident. [Read more…]