“Next to doing the right thing, the most important thing is to let people know you are doing the right thing.” John D. Rockefeller
John Rockefeller knew his crisis management! In all incidents there is a tendency to rush to the scene of the incident and all energies are spent trying to solve the problem. Communications with interested parties are often an afterthought. When I am teaching I always try to get across that ‘communicating is the most important thing you will do in an incident’. Your success or failure at managing an incident will be defined by your interested parties, not on your ability to solve the problem.
When an incident occurs, ensure that at all stages there is robust identification of the interested parties so that you can communicate with them frequently, even if it is just to say there is no news. Communicating with people shows that you care, and they are more likely to be sympathetic to the situation than if you just ignore them!
You cannot communicate enough!