It’s a terrifying time, now suffused with fear, not just of contagion, but of violence. Leaders of all kinds — political and corporate — must step up in this moment. But what to say? How can these mostly white leaders show that they understand and appreciate the pain that black and brown Americans, including their…
Zoom is the easiest to use of all videoconferencing systems, but its security was questionable. After two weeks of spectacular advances, it’s now on a path not only to fix its security, but to restore its brand. Zoom surged in popularity because it was easy to use for both novices and experts in a variety…
It’s hard to think long-term right now, with everything changing rapidly. But you don’t have to react — and communicate — as if your time horizon is measured in hours. Think a few weeks ahead, and your messaging will look a lot smarter. I thought of this because of the string of messages I got…
Fear is useful. Panic is not. COVID-19, popularly known as the Coronavirus, is coming. If we’re honest, we should recognize a few facts. At least 83,000 people are infected. Most are in China, but there are also outbreaks in South Korea, Iran, Japan, and Italy. There are cases in America, too. More than 2,800 people…
When you have a difficult decision to share, it matters a lot how you communicate it. Sonos proved this by annoying its customers with a message about obsolescing products, then turning around and making things better the next day. The original Sonos post was offensive Here’s the hard fact: technology products become obsolete. After a…
Why do companies behave so stupidly in a crisis? Now that I’ve read Melissa Agnes’ new book Crisis Ready, I understand. It’s because they didn’t have a proper crisis program in place. Crisis Ready is a terrific combination: accessible and entertaining, but full of practical advice. I found myself highlighting passages on ever page. Here are a…
Equifax interim CEO Paulino do Rego Barros Jr. published a piece in the Wall Street Journal about his company’s response to its data breach. The tone and substance are ideal. Why does it always take at least 3 tries for a company to get its apology and reaction right? The Barros Op-ed works because it’s sincere,…
Martin Merzer spent over 40 years reporting from places like Jerusalem, Iraq, and Afghanistan — and hurricanes in Miami. As I read the note he shared with reporters preparing to report on hurricanes, I was struck by how relevant it is for anyone writing in a crisis — and these days, it seems we’re always…
Recently, the CEO of LinkedIn, Jeff Weiner, explained the company’s future in the wake of a 45% drop in the company’s shares. At around the same time, an executive at Carrier air-conditioner factory explained that 1,400 people would lose their jobs. It’s clear from the videos that the LinkedIn leader was successful, while the Carrier executive was a failure….