Taking late-night phone calls from panicked clients, dueling with company lawyers over what to disclose, and rushing to preempt unfavorable stories with Chris Thomas, a PR crisis manager. What was it like to manage the media frenzy surrounding the Elizabeth Smart case? And what's the worst possible answer to a journalist's question?

NEW BOOK ALERT!
You may be aware that I’ve written or co-written five business books, including The Power of Moments and Made to Stick. I’ve got a sixth book out now called RESET: How to Change What’s Not Working. It’s a book intended to help you and your team get unstuck, to overcome the gravity of the way things have always worked. Learn more about the book and order it here. You can also listen to it on Audible and at Apple Books.

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