THE CRISIS MESSAGE

The Art of Messaging

A message is more than facts. A persuasive message has three parts: a discrete body of information, a comparison that frames it, and a defined audience that has not yet made up its mind. Without all three, it is incomplete.

The message triangle. Organize your message triangle around three themes: what is known, what has been done, and what comes next. Support each with a verified fact or specific commitment. The triangle helps speakers remember their points. It does not relieve them of answering the question.

Give every message a job. Decide what the message must accomplish: warn, explain, correct, reassure with evidence, or guide action. Know what readers should understand and do. Include the facts and instructions that serve that purpose. Sometimes the task is simply to inform. Not every notice needs an argument.

The main point must grab the listener. Lead with what matters most. Use plain English, short sentences, and concrete instructions. Support claims with evidence. Acknowledge harm, uncertainty, and necessary qualifications. Repeat the core message, revising it as facts change. Talking points can organize an answer; they cannot replace it.