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Good Enough for Government WorkThe Public Reputation Crisis in America (And What We Can Do to Fix It)$
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Amy E. Lerman

Print publication date: 2019

Print ISBN-13: 9780226630175

Published to Chicago Scholarship Online: January 2020

DOI: 10.7208/chicago/9780226630342.001.0001

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PRINTED FROM CHICAGO SCHOLARSHIP ONLINE (www.chicago.universitypressscholarship.com). (c) Copyright University of Chicago Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in CHSO for personal use.date: 01 December 2021

Responding to a Public Crisis: Lessons from Industry

Responding to a Public Crisis: Lessons from Industry

(p.169) Nine Responding to a Public Crisis: Lessons from Industry
Good Enough for Government Work

Amy E. Lerman

University of Chicago Press

This chapter suggests that one way government agencies and elected officials might work toward countering government stereotypes is to more directly confront crises when they (perhaps inevitably) occur. Drawing on lessons from the private sector, where crisis communication has long been a subject of interest, the chapter lays out a set of recommendations for how crisis events can be successfully navigated—which primarily boil down to taking responsibility and committing to swift and specific reform. Despite these fairly intuitive propositions, however, there are all too many instances in which government has failed to take even these basic steps.

Keywords:   Reputation crisis, crisis response, political communication, the 4 “R’s”

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