The Greatest Crisis Principle

According to Jim Lukaszewski, “The most volatile component of all crisis response is victim management. Failure to promptly, humanely, and empathetically see that victims’ needs are met will eclipse an organization’s response. Even a flawless response will be remembered for its angry survivors, relatives, public officials, sometimes competitors, but almost always the critics.

The three most crucial ingredients of crisis management are:

  • stopping the production of victims,
  • the relentless resolution of the issues surrounding victims, and
  • prompt, effective and accurate communication.”

From: the Abstract to “Managing the Victim Dimension of Large-Scale Disasters,” Leadership and Management in Engineering: October 2012; James E. Lukaszewski.

Jim Lukaszewski is author of Lukaszewski on Crisis Communication: What Your CEO Needs to Know About Reputation Risk and Crisis Management.