What to Do When Things Go Wrong: A Five-Step Guide to Planning for and Surviving the Inevitable―And Coming Out Ahead (Frank Supovitz, 2019)

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  • Risk levels
    1. Safety and security
    2. Brand
    3. Product
    4. Personal brand
  • Murphy’s law: anything could go wrong will go wrong.
  • Assume nothing, double-check everything.
  • Collectively, the chances of failure in different parts of the project should be added together and that is the final failure rate.
  • Web of command
    • Prime decision makers
    • Collaborative decisions
    • Delegated decisions
    • Chains of command
  • Inverted pyramid
    • [Experiential] Service > product > [Non-experiential] management > leadership
  • Public information go wrong:
    • Acknowledge the problem
    • Act authoritatively
    • Speak truthfully
    • Accept responsibility for the response
  • Decay theory: memory fades due to the mere passage of time


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