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Crisis communication. Lessons from 9/11.
1Dartmouth College's Tuck School of Business, Hanover, New Hampshire, USA.
Harvard Business Review
|January 4, 2003
Summary
Effective crisis management requires robust internal communication strategies to maintain employee morale and business operations. Prioritizing employees and establishing clear communication channels are vital for navigating unforeseen disruptions.
Area of Science:
- Business Management
- Organizational Behavior
- Crisis Communication
Background:
- The 9/11 attacks highlighted the critical need for effective crisis management and internal communication strategies.
- Disruptions affected business-customer and business-employee channels, necessitating rapid response plans.
Purpose of the Study:
- To distill lessons from executives on restoring operations and morale post-crisis.
- To provide guidance for companies facing crises that impact employee composure and concentration.
Main Methods:
- Interviews with executives from various industries (e.g., finance, airlines, media, technology).
- Analysis of strategies used by companies like Morgan Stanley, American Airlines, and Starbucks.
Main Results:
- Key strategies include maintaining executive visibility, establishing contingency communication, and focusing employees on business tasks.
- Reinforcing company values is crucial for guiding employees through unpredictable situations.
Conclusions:
- Proactive crisis communication planning requires dedicated resources, similar to other business dimensions.
- Prioritizing employees is paramount in effective crisis management and ensuring business continuity.
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