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Communication In Crisis

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Question: How did NASA manage the crisis communication about Challenger shuttle disaster?

Answer: "In contrast to the “circle the wagons” approach of NASA following the Challenger disaster, the space agency’s response to the loss of the Shuttle Columbia has been universally praised for its candor and the speed with which the agency put its crisis plan into action....In crisis response circles, the “golden hours” are those few hours just after a crisis occurs when organizational reputations can be saved or lost -- almost regardless of the nature of the crisis. The difference between successful management of a crisis and mismanagement of the crisis is inevitably the amount and quality of the communication, as well as the timeliness and effectiveness of the operational response."

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