The Lead

« How to Grow a Right Lobe and Rule! | Main | Iconoculture shares eight consumer trends in '08 »

Was that your leg? Whoops, Sorry!

Posted by Matt Kucharski on September 2, 2008 at September 2, 2008 1:35 PM

Interesting article forwarded from Janet Stacey, the head of Padilla's Health Care practice, on how hospitals are embracing the idea of actually apologizing for their errors rather than hiding from them. It's an interesting example of how public relations professionals and lawyers sometimes take different approaches to protecting the client's reputation...and how the old ways of "saying absolutely nothing to anyone" may not work any more.

That said, apologizing before you know what you're apologizing for can get you into trouble too. The same rules still apply, no matter the crisis. Gather the facts, determine who was affected, identify your corrective action, and then communicate. Easy, right? Yeah, just ask Dick Cheney...

Trackback Pings

TrackBack URL for this entry:
http://www.psbblog.com/mt-tb.cgi/136

Comments

Post a comment

Name:

Email Address:

URL:
Remember Me? YesNo

Comments: