Jeff Caponigro's book The Crisis Counselor: A Step-by-Step Guide to Managing a Business Crisis describes a 7-step process to ensure a business can effectively manage a crisis:
- Identifying and assessing vulnerabilities
- Preventing the vulnerabilities from becoming a crisis
- Planning in advance for crisis scenarios
- Taking the first, important steps in a crisis
- Communicating during and after a crisis
- Monitoring, evaluating and making adjustments
- Insulating the business with ongoing PR
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