"When an Angry Public Wants to be Heard" summary





When it comes to dealing with an angry mob, PR representatives for companies are usually advised by lawyers to either stay silent or to not admit guilt when addressing the public (because this could lead to legal problems). However, people want to be heard and they want the company to apologize: that is the least they can do. Therefore the company should: acknowledge the other side's concerns, encourage joint fact finding, offer contingent commitments, act in a trustworthy manner at all times and focus on building long-term relationships. 

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