The issue is not the guilt or innocence of the alleged attacker…

…the issue for the property owner is what the tenants alleged about the landlord during interviews broadcast on the 6:00 p.m. news.

And the response from the landlord…well there wasn’t one because their office was closed for Remembrance Day.

What should they have done?

Here’s where a Crisis Communications Plan kicks in. This is not about admitting guilt or innocence. It is about acknowledging the situation, empathizing with the tenants, showing concern and making a commitment to learn more and act where possible. But it's mostly about communicating with the public and your stakeholders. Failing to do that represents a huge risk for any organization concerned with their reputation.

A crisis is defined by many as an issue that threatens the reputation of your organization or, for individuals, your personal reputation. It is how you respond to the issue that has escalated to a crisis that determines public perception. In this case, there were issues present before the lastest one that kicked things into crisis mode. Nobody spoke to the media on behalf of the landlord and the only stories told were the ones that came from upset and angry tenants and the police.

http://www.tbtv.com/News-Story.aspx?cid=113215

http://www.chroniclejournal.com/stories_local.php?id=146940