This is Part Three (of three) of my 2004 video, "Crisis Communication: Guidelines for Action," made jointly with my wife and colleague Jody Lanard. In January 2012 the American Industrial Hygiene Association stopped selling the video, and the rights reverted to me, enabling me to put it on Vimeo.
Of the 25 crisis communication recommendations discussed in the video, Part Three covers numbers 17 through 25:
17. Let people choose their own actions.
18. Ask more of people.
19. Acknowledge errors, deficiencies, and misbehaviors.
20. Apologize often for errors, deficiencies, and misbehaviors.
21. Be explicit about “anchoring frames.”
22. Be explicit about changes in official opinion, prediction, or policy.
23. Don’t lie, and don’t tell half-truths.
24. Aim for total candor and transparency.
25. Be careful with risk comparisons.
A complete set of handouts to accompany this video is on my website at psandman.com/handouts/AIHA-DVD.htm.