We’ve written and spoken a great deal about how institutions should communicate with the press and the public in times of crisis. Below is an illuminating interview with David Lammy, member of the British Parliament, about lessons learned on the front lines of crisis communications during the London riots of 2011. Video is compliments of Harvard Business Review.[youtube=http://www.youtube.com/watch?v=VAb0V0TxnMs&w=560&h=315]
The parallels with crisis communications for business are eerily similar: 1) trust your gut when it tells you a crisis is brewing, 2) prioritize, 3) show empathy for your stakeholders, and 4) communicate regularly.