Cheryl Wadsworth, Director of Communications at Rapid 7: Never communicate something you might have to walk back later.
Nicky Curran, Communication Coach at Curran Coaching: Clear structure is key for me. I borrow Simon Lancaster's Crisis Structure: 1. Authoritative statement of facts 2. Narrative of the situation to date 3. Actions to be taken 4. A call to shared values.
Claire Chambers, Consultant at Curious Jellyfish and Shout UK: Never feel compelled to share more than you know You can’t speculate…keep it factual. Be clear when you’ll next update. Provide points of contacts of where to get further information. If there are actions people can take, make them simple and clear. Be empathetic.Chloe Binder, Comms Manager at Precise Business Solutions: Let people know when the next update will be - even if there is a chance that when you get to that point the update is 'no update'. "We will update you with the latest information in an hour" or "We will be providing daily updates at 4pm" goes a long way towards helping people to wait for the facts instead of speculating.