On “crisis” communications - Lessons from the last year of Ottawa feminist/social justice non-profit mess:

1) If you think you owe someone an apology, or are still in denial but anticipate an apology may be required, apologize. Now. Upfront. Immediately.

2) Long-winded context setting is not the way to begin communications on a major disruption/crisis. Context matters, but not as much as quick, clear explanation of what has happened and what you’re doing in response.

Copy + paste to the bottom of your statement, email, whatever.

3) If you’re about to make a crisis comms statement and haven’t reached out directly to the people/orgs implicated (including the people mad at you) you are doing this wrong.

4) If it seems like someone is going to have to quit/be excused as a result of causing harm, just do it.

Before the toothless first statement goes out. Before the back and forth. Before the media calls. Before all the tweets.

Imagine if, when orgs fucked up, they didn’t wait for enough ppl to get mad at them to act. Imagine they got mad at themselves, reached out to ppl they harmed, or needed to work better with. Imagine their 1st statement on a major disruption was co-created: a statement of intent.