Don’t Poke the Bear: Creating Content for Sensitive Situations

by Kate Kiefer Lee

6 Reader Comments

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  1. You’ve set a great standard for crisis communication: transparency, empathy, and clarity of purpose. This is exactly what all sensitive messages should strive for. Thanks for a great post.

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  2. I think some companies do not explain the reason for their mistakes, for fear that people will see them as weak, or that it competition can use that to mock. I think like you, the users do not have to see ourselves as systems that have all worked, but as people who manage systems and sometimes they have unexpected problems.

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  3. Awesome guidelines for anyone working directly or indirectly with customers…

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  4. Thank you, Kate! It’s a pleasure to read your articles!

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  5. Terrific article. Thank you!

    I’m not sure I agree with you on the flight-delay example. I’ve found through experience that if the message contains critical information (particularly a call to action), shorter is always better. If it’s longer, it’s more likely to be ignored or set aside to be read later. Of course, consumers want to know the “why” as well as the “what,” but I’ve found that actually providing those details makes the overall message less likely to be read.

    Striking that balance between too much information and too little information is a perpetual challenge for my team when we’re conveying important information.

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  6. Paige. if you, thought Aaron`s c0mment is great… last week I bought a new Buick when I got my check for $5047 this last 5 weeks and also 10 grand last munth. without a doubt it is the best-work I have ever done. I actually started five months/ago and practically straight away made myself more than $75 p/h. I follow the details here,, http://m3mi.com/3621CHECK IT OUT

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