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HELP! Communicating During a Crisis

BY John J. Buchanan
September 27, 2007

With corporate scandals, terrorism and economic chaos appearing regularly in major newspapers' headlines and broadcast reports, it seems that now more than ever, American business needs good crisis communications.

No company, bricks-and-mortar or e-based, is immune to crisis ' so no company should be without some kind of plan to communicate in the midst of that crisis. Organizations with good plans in place will weather crises far better than those that have none ' or those whose principles believe that not communicating will insulate them in some way from the effects of the crisis.

And just like the rest of corporate America, law firms, including those that advise e-commerce concerns, should not be without a crisis communication plan. Several incidents in the legal industry in the last few years aptly illustrate how not to handle communications in a crisis. From the almost spontaneous combustion of a major firm to an embarrassing internal dispute that was aired across every major legal publication (and beyond) to a failed merger announcement, law firms aren't immune to crisis ' nor the need to have a clear, thoughtful communication plan to manage the crisis.

The advent of blogs has also increased the stakes. It doesn't matter that the views expressed in blogs are opinionated and the statements are often unsubstantiated. Blogs are a voice to be reckoned with, and crises provide ample fodder for bloggers to spew and their readers to chew.

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