Got asked to do crisis comms for a project mid-hack in 2021. No playbook, wrong timezone, 40 minutes to the first press call.
Three things I learned that no marketing course teaches you:
1. Over-communicate, even when you have nothing.
Silence kills you faster than the hack. Partners and clients don’t expect all the answers at hour one. They expect to hear from you. Be reachable. Be honest about what you know and don’t know. Going dark is a choice, and everyone notices.
2. Internal comms breaks before external comms does.
By the time your community is panicking, your team already has been for two hours. If people inside don’t know what’s happening or what to say, nothing you put out publicly will hold.
3. “Who owns this?” is a question you can’t answer for the first time during a crisis.
Not the hack response. Not the client calls. Not the statement. Ownership has to exist before everything goes wrong. The projects that recovered fastest already knew who was in charge of what.
Crisis comms isn’t a communications problem. It’s an organizational problem that comms exposes.