Match Response To Responsibility
Select a crisis response posture that matches stakeholder attribution of responsibility.
Responsibility determines the repair burden. Why posture matters In a crisis, stakeholders judge not only what happened but whether the organization understands its role in the harm. SCCT gives communicators a practical lens: classify the crisis, check intensifiers such as prior history, then choose a response strategy that fits the expected attribution of responsibility. For low-attribution events, people mostly need instruction, care, and credible updates. For accidental events with real harm, they need explanation plus corrective action. For preventable events, they need ownership, apology, compensation or remedy where appropriate, and proof the failure is being fixed. The mismatch problem The…
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