From Impressive to Appalling

There’s no shortage of crisis communications happening in the market today. From the most recent E. Coli scare at Chipotle to the Volkswagen emissions scandal to Jeni’s Splendid Ice Cream recall and, of course, the Daraprim debacle, we have plenty of examples of the “dos and don’ts” of crisis communications. Delivering bad news and minimizing backlash, requires communicating the right messages with the right spokesperson, for the right reasons. Looking at these recent examples, there are many lessons we can learn about delivering bad news.

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