Unequivocal Action
When accusations of illegal mobile phone hacking and arrests first came to the newspaper News of the World a few years ago, the paper responded in the typically guarded, less-said-the-better dance advised by most lawyers and crisis communications experts. For all the talk of bold answers and transparency, the resulting strategy out of brands getting challenged by challenging crises is to stretch out the pain as long as possible with the least amount of comment or operational effort...thereby betting on everyone losing interest, which is normally what happens.