Does crisis communication training work?: training intervention effects on attorney-spokespeople
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This comprehensive field study evaluates (1) how lawyers compare to communication professionals as crisis communicators, (2) how training affects their performance and (3) how media changes as a result of training. Participants were drawn from two Fortune 100 energy companies, an agency of the federal government, and a nationally-respected law firm. Quantitative and qualitative results demonstrate distinctive communication markers of attorneys. The researcher also found that training does impact crisis communication skill, improving it in almost all respects. In addition, trained spokespeople generated media coverage that is more positive, less negative and generally longer.