Effective Communication During a Product Crisis

When the product breaks, the statement you put out can do more damage than the outage. Jemima Adegoke (Marketing & Communications Manager, Fincra) and Olukayode Kolawole (Head of Communications & PR, Alerzo) on crisis communication: anticipating the risks for every part of the business, telling people what is really going on, training your spokespeople before you need them, and how to make a decision when there is no time (two to four recommendations with their likely outcomes, then choose).

The rule to remember: in chess, the pawns don't move back. Never rush a statement you cannot retrieve.

Hosted by Goodnews George (@eliontheegreat), with co-host Emmanuel Ogunsola (@iyanu_emmanuel).

Recorded live as an X Space on Tuesday 11 October 2022.