Lessons in PR: Learning from Disaster, 9/11

9/11.

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Communication served as a vital means of restoration during 9/11 – from the press, from businesses, from people and from PR practitioners. – Photo Credit: Imani Lewis at the Newseum

For any person in America, these numbers convey the horrific events of that day in 2001. This weekend, I  visited the Newseum’s 9/11 Gallery and experienced some flashback moments of my own. Despite feeling sad, I left inspired. The press showed heroic dedication to document what happened that day. History is grateful for them.

 After visiting the exhibit, I was curious to know about similar actions of PR practitioners during 9/11 and how crisis communication played a part in the recovery process. After a bit of research, I found an article by the Harvard Business Review, “Crisis Communication: Lessons from 9/11” discussing the key means of crisis communication during 9/11 that were critical to connecting with employees and reconstructing business life. The author Paul Argenti listed several steps in successful crisis communication of which I have the three following takeaways. Continue reading