我好奇故我在

從美國政治看危機管理 (source: http://edit30.com/?p=1292)

本文作者從歐巴馬最近遇到的政治問題，寫出企業的危機管理需記得的幾件事

• Don’t delegate critical issues — Never assume that you can rely on someone else to precisely define your agenda so that it provides the details you intend. Obama said he wanted massive healthcare reform and left it to Congress to write the bill. As a result, he has lost control of the messages and, indeed, specific content. 永遠不要想你可以依賴某人幫你很精準設好agenda以及給你需要應對的細節。不要失去對訊息的控制權。

• The obvious may not be the most important — Don’t assume that the top-of-mind issues are all that you really need to deal with. Look deeper. What have you passed over as “finished,” could rise up to threaten you. Obama largely assumed that global warming [thus cap-and-trade], the takeover of GM, bank bailouts, and the increasingly massive federal debt were issues past. The healthcare anxiety only provided a springboard for consumers/voters to roar back on those “past” issues. 不要認為大家現在最關心的議題是你需要解決的全部，過去看似「已經結束」的事情，可能會又浮現來威脅你。

• Anticipate the unexpected — Remember the cynical adage: “No good deed goes unpunished”? Well, the lesson is: prepare, prepare, prepare.”

(source:http://www.consulting-business.com/crisis-management-and-being-prepared-to-respond.html)

本文作者給予沒錢請公關公司的小企業，危機處理的應對建議。

The Most Important Rule – First, Last, and Always
The first and most important rule in crisis management is this: whatever you do, do it quickly, honestly, and completely!

Act Quickly – The worst thing you can do when a crisis hits is to say nothing. While you are hiding, the media, your adversaries, and the public in general are coming to their own conclusions – usually unfavorable to your client. Within one hour of being notified of the crisis you should have your team assembled. You then start asking questions:

當你隱藏事情人，大眾容易朝壞的地方去想。在被通知危機發生的一個小時，就應該集合好Team來回答下述問題！

• Exactly what happened?
• Who and what in the company are affected?
• Who, if anyone, is injured or killed?
• What is the condition of the injured?
• Are emergency personnel on the scene?
• What details do you need to know?
• Who else needs to be contacted?

Honestly – Almost as bad as silence is deceit. For many journalists, your little white lie could be their big break. If you are discovered misleading them once, they will never trust you again. Even if you unknowingly give them false information, the media is like elephants – they never forget.

如果你被記者發現說謊或給假訊息一事，他們以後再也不會相信你。

Completely – You will need to confer with your client’s legal counsel, but be very careful about deliberately leaving out important facts. Just like not saying anything or not being honest, certain entities will jump on anything you omit. This can be a delicate situation because you must carefully guard any issues of confidentiality.

跟律師協商時，不要刻意遺漏某些重要事實。有時候事情發展會出乎意外，這些刻意不說的事情可能會成為禍首。

Keeping Your Team Informed
Once you put your plan into action, but sure to keep your crisis management team informed early and often. Depending on the type of crises, you will want to issue a crisis report to your team every two or three hours.

根據危機類型，可能需要每二個或三小時，就要對team發佈一個危機最新報告。