Chapter 2

Is silence safer until we know what happened?

Chưa rõ chuyện gì thì im lặng có an toàn hơn?

The chapter's question

Who do my customers hear about this from, and how soon?

Big idea

Silence during an incident makes customers imagine something worse than reality.

In this chapter

  1. Part 2.1

    Who Needs to Know

    Do I have a written list yet?

  2. Part 2.2

    What to Say Before You Know

    What should the first notification contain?

  3. Part 2.3

    How Often to Update

    What is my update interval?

  4. Part 2.4

    Who Speaks

    During an incident, who may speak to the outside?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Day It Breaks is free to read right here.

Read in Conan School

Chapters of The Day It Breaks

  1. 1.In a crisis, do we need experts or one coordinator?
  2. 2.Is silence safer until we know what happened?
  3. 3.Write it down later, or while it's still burning?
  4. 4.Is the post-incident meeting hunting causes or culprits?
  5. 5.Why prepare for an incident that hasn't happened?