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When Crisis Response Fails | Lessons from an Uncaring Developer

The First Rule in Crisis Management is Show Empathy
Whether you are at fault or not, show empathy, show concern for those affected. 
People ALWAYS come before property!

At the very least, make it seem that way. It will buy your brownie points.

 

Last week’s partial building collapse in Taman Desa was a horrific incident. Two team members were trapped, potentially injured; not to mention the flow on effects – delays for purchasers, added congestion in the neighbourhood, and disruption for those who live near by – inconvenience for multiple stakeholders.

But that didn’t seem to matter to the developer. Their first press release, issued to publications via social media I may add, quite some time after the event (several hours), was so curt and dry – no empathy or concern for their team members (they called ‘workers’ - the tone already suggests their level of involvement), no mention of the trapped or injured people – this DESPITE the local print and online news talking about those trapped, and updating netizens on progress, and only a very cursory “looking into it” type of message. Not a good first response.

Regardless what went on, the way in which the developer addressed its NOT best practice. Their response was extremely slow, their choice of language so cold that the heart of stakeholders may freeze over, completely devoid of concern and empathy. Their response was slow, giving the impression that they were all too busy, or that stakeholders don’t matter. Yes, they may be busy, but in this digital world, you cannot be caught with your pants down like this, and you have to have something ready to communicate to stakeholders. Stakeholders and netizens should never be kept waiting – because other people take grasp of the narrative, and tell your story for you. This happened. And continues to happen.

Best practice in crisis management is always going to be a tough one. But a bit of humanity and empathy goes a long way to being seen as responsible, accountable, and caring.

It’s been a huge fail on this one – 1 out of 10!


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