Clients often ask: What’s the difference between an issue and a crisis? A crisis has greater potential for harm – to others and to the reputation of the company – and a greater sense of urgency than an issue, often the result of media involvement. As a channel to your audience, media amplify your messages, and that changes interest, timing, demands and expectations.
Everyone would agree that the best way to manage a crisis is not to have one. But a crisis could hit any business or organization at any time. The “it won’t happen to me” belief is flawed, so a crisis communication plan is essential.
Tylenol and effective crisis management are synonymous. Between September 29 and October 1, 1982, seven people died after taking Tylenol that later was found to be laced with cyanide. The gravity of the crisis could have put the drug maker out of business. Instead, the company’s management of the situation resulted in successful business resumption, heightened respect and is regarded as the paragon of crisis management.
The architecture, design and construction industries are undergoing massive transformations driven by a wide range of digital technologies and solutions, including artificial intelligence (AI).
