Crisis Response
Parents of a teenager killed by a tiger at the San Francisco zoo have filed suit. The zoo spokesman gave the traditional (and not helpful) "no comment" response to media inquiries. Fortunately, the spokesman for the City Attorney said what needed to be said: "We recognize that this was a terrible tragedy, and our hearts go out to the [teenager's] family for their loss."
As I have said eariler, if you ever find yourself answering questions about an injury in your program, always express your concern for your client and his or her family. Recognizing that a child was injured is not the same as admitting liability for the injury. Not only is focusing on the child a good PR strategy, but it is simply the right thing to do.
