{
  "title": "Crisis management in the canton of Zurich: how can you inform clients without promising more than you know?",
  "url": "https://www.shr.swiss/blog/gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop-en",
  "language": "en",
  "datePublished": "2026-07-20",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "During a crisis, a reassuring message can commit an organisation beyond the available facts. Research encourages a distinction between protecting people, attributing responsibility and the foundations of trust.",
  "section": "Research",
  "topic": "Crisis Management",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes: the response depends on perceived responsibility",
      "point": "W."
    },
    {
      "heading": "A second mechanism: trust rests on more than competence",
      "point": "Roger C."
    },
    {
      "heading": "The hasty conclusion: simply disclose everything",
      "point": "These papers do not establish that exhaustive transparency automatically restores trust."
    },
    {
      "heading": "The limits: frameworks, not a formula validated in Zurich",
      "point": "Coombs develops a theoretical framework informed by earlier research; Mayer, Davis and Schoorman propose a conceptual model that does not specifically address client communications during a crisis."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "In a hypothetical exercise within SHR’s [crisis management](/formation-gestion-de-crise-zurich) programme, a team at a European headquarters in Zurich could address a service interruption affecting several markets, drafting a reference message in English and versions for clients."
    }
  ],
  "sources": [
    {
      "authors": "Coombs",
      "year": "2007",
      "source": "Corporate Reputation Review"
    },
    {
      "authors": "Schoorman",
      "year": "1995",
      "source": "Academy of Management Review"
    }
  ],
  "wordCount": 409,
  "image": "https://www.shr.swiss/img/blog-Training-Crisis-Management-Zurich-gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop",
    "en": "https://www.shr.swiss/blog/gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop-en",
    "de": "https://www.shr.swiss/blog/gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop-de",
    "it": "https://www.shr.swiss/blog/gestion-de-crise-canton-zurich-communiquer-sans-promettre-trop-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-gestion-de-crise-zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}