Making a Crisis Worse: The Biggest Mistakes in Crisis Communication
http://www.iabc.com/cwb/archive/2004/0504/mistakes.htm

Bernstein, Jonathan
Communication World Bulletin
2004

Abstract:

All businesses are vulnerable to crises. You can't serve any population without being subjected to situations involving lawsuits, accusations of impropriety, sudden changes in company ownership or management and other volatile situations on which your audiences—and the media that serves them—often focus. The cheapest way to turn experience into future profits is to learn from others' mistakes. With that in mind, the following examples of inappropriate crisis communication policies, culled from real-life situations, will provide a tongue-in-cheek guide about what not to do when your organization faces a crisis.