Leaked Toyota memo brings attention to crisis communication

Caroline Duffy spent part of Thursday afternoon with WSB-TV reporter Jim Strickland.

Jim wanted to understand what steps a company should take during a crisis to communicate with the public. Of course, he also wanted to know if Toyota’s reputation has been damaged by the disclosure of the leaked memo.

The memo regarding acceleration problems says, in part, “We are not protecting our customers by keeping this quiet .”

We were honored that Jim thought of Jackson Spalding when he needed a professional opinion on crisis communication.

Watch the WSB-TV video here or download the full memo as a PDF file here.

There’s a lot more we can say about crisis communications that doesn’t fit in a local news report, so send us your questions or keep reading JS Thinkstand.