A Crisis Response Guide from Grey Horse

For better or… nope, just for worse, everyone’s favorite new words are “cancel culture.” Who’s getting canceled and why! Are they really canceled! What happens next!

We don’t buy into the rhetoric of “cancellation” at Grey Horse, but we do acknowledge that, if you work online long enough, at some point you will be doxxed. Unless you are the color beige of the internet (at which point, why even bother), your thoughts will likely be criticized by someone you didn’t know you were offending.

As this happens on repeat, I’ve been watching people who handle it well, and many more who, well, don’t. And I've come up with a crisis response guide of sorts to pull out when this inevitable situation comes to pass. Please enjoy it, share it, keep it your back pocket.

First things first: lock down your personal security (bank account passwords, important social sites, email, etc.). People may be out for digital blood, so protect yourself. 

Then sit down and share your story with a sympathetic audience— your partner, a colleague, close friend— as if it was about someone other than you. Explain the hot takes around what’s happened: is there a sexual element to the story? Hurtful ideas? Bad politics? A misinterpretation? Whatever it is, you can’t undo the damage, but you can mitigate it by responding thoughtfully. 

Having surveyed the legal ramifications of the issue, come up with a near-term strategy detailing whether and how to engage. Are you going to issue a statement? Tweet? If there are inbound media inquiries, will you take them, and to what end? Is this story going to be a flash in the pan or a slowly building narrative?

Next: Take corrective actions. Resign if the situation calls for it, or lay off liable parties if your problem is that diagnosable. Of course, express remorse ASAP. Again, you can’t make anything un-happen, but you can acknowledge the issue and move forward, with time.

Now, retributions: Offer a resource to the aggrieved party. That could be a hotline or HR support for employees. If it’s a personal grievance, do something in service to that person.

Then, you wait. Accept your punishment and understand that people are critical of you going forward, and the damage may linger for a long time.

Lastly, the best way to prevent a situation from spiraling is to act quickly. We’ve learned a lot from Olivia Pope around here: if you don’t respond in the first 24 hours, you’ve lost control. 

We hope you don't need any of this advice, but... take it just in case?

-Kate