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Communicate in a Crisis
Book

Communicate in a Crisis

Understand, Engage and Influence Consumer Behaviour to Maximize Brand Trust

Kate Hartley
Kogan Page, 2019

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Editorial Rating

8

Qualities

  • Applicable
  • Concrete Examples
  • Engaging

Recommendation

Kate Hartley, a 25-year veteran of crisis response public relations, offers an incisive, readable guide to planning crisis communications. Although crisis communications for brands has been around for decades, Hartley reorients the practice to work within current media trends, including avoiding fake news, using influencer marketing and be cautious of customer information overload. Along with her useful and accessible advice, Hartley offers cringe-worthy studies of what not to do, as well as examples of best practices in action.

Take-Aways

  • Social media creates new risks for brands, including fake news and increased customer outrage.
  • Conscious consumerism, trolling and expectations of immediacy are the new norms.
  • Crisis management must address the “social media hydra” with planning and speedy execution.

About the Author

Crisis communications and PR consultant and trainer Kate Hartley co-founded Polpeo, a crisis simulation company that works with major brands. 

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