Crisis Communications Playbook: Lessons from Rippling, Deel, and Tech Group Chats

Evolving Crisis Communications

• 💡 The traditional crisis communications playbook focused on identifying the end goal and moving quickly to restore trust through apologies, firings, or investigations.
• ⚠️ A new theory suggests the biggest mistake is overreacting and assuming an audience cares more than they actually do, especially with rapid news cycles.
• 🚀 Modern approaches include the "Huberman approach" of ignoring negative stories or the "Brian Johnson approach" of preemptively controlling and shaping the narrative.

The Rippling vs. Deel Saga

• 🎯 Rippling aimed for a decisive, fast victory in their PR battle, while Deel sought to muddy the waters and drown the narrative with information.
• 🔑 Rippling delivered an initial "decisive blow" with allegations of corporate espionage and a "honeypot" incident.
• 💬 Deel's broad rebuttal lacked a "silver bullet" and included various counter-allegations, but struggled to shift the narrative.
• ✅ The most critical audiences for these companies are employees and customers, as their sentiment can have an existential impact.

Influence of Tech Group Chats

• 📌 A Semafor article highlighted the "Chatham House" group chat, comprising 300 powerful figures from tech and politics.
• 🧠 These group chats facilitate "invisible coordination" and can orchestrate consensus, potentially shifting the "Overton window" on various topics.
• 🔒 Participants in industry group chats should assume a lack of privacy, as anything said can be leaked to the broader world or media.

Consumer Trends and Economic Indicators

• 📈 Rising prices, particularly for baby products, are causing significant stress, with some items like strollers appreciating in value.
• 📊 A key indicator of consumer financial strain is the highest percentage in 13 years of people making only minimum credit card payments.
• 💬 Debates around tariffs and their impact on pricing, including reported interactions between figures like Trump and Jeff Bezos, highlight economic pressures.

AI in Product Discovery

• 🤖 AI tools like Perplexity, ChatGPT, and Claude are being explored for product research and discovery, such as finding a new coffee grinder.
• 🛍️ However, AI is currently unreliable for fashion discovery, often providing unsuitable or unhelpful recommendations.

Executive Coaching Insights

• 🔍 The best way to find an executive coach is through vetted referrals from people with similar professional goals.
• 💡 Unlike therapists, executive coaches offer opinions and are most effective when focused on a specific project or desired outcome.
• 🏋️ It's beneficial to treat an executive coach like a "sports performance-based coach," focusing on leveling up skills and goals rather than just venting.