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