Timing Reconciliation Framework
A four-principle framework for optimizing reconciliation timing based on the biological finding that delayed reconciliation allows relationship damage to become entrenched.
A four-principle framework for optimizing reconciliation timing based on the biological finding that delayed reconciliation allows relationship damage to become entrenched. Addresses the critical 24-hour window in corporate crises.
When to Use Timing Reconciliation Framework
Use immediately when crisis breaks to determine response timing strategy. Most critical in first 24 hours when narrative is forming and stakeholder opinions are malleable.
How to Apply
Respond Within 24 Hours
The critical window when opinions form. J&J: 24 hours to recall. United: 36 hours to genuine apology (too late). Sony: 6 days to acknowledgment (far too late).
Questions to Ask
- Can you respond within one news cycle?
- What's preventing faster response?
Outputs
- Public statement within 24 hours
- Established response timeline
Accept Imperfect Information
Don't wait for perfect information - narrative solidifies against you. J&J recalled nationwide without knowing only Chicago was affected.
Questions to Ask
- What's minimum information needed to respond?
- What are you waiting for that you could act without?
Outputs
- Decision to respond with available information
- Acknowledged uncertainties in initial response
Frontload Apology, Backload Explanation
'We're deeply sorry. We're investigating why.' centers victims. 'We're investigating. We'll apologize if warranted.' centers company.
Questions to Ask
- Can you apologize before knowing full details?
- Does your sequence center victims or protect company?
Outputs
- Immediate apology statement
- Separate subsequent investigation updates
Announce Changes Quickly, Implement Thoroughly
Commit to structural changes before finalizing exact changes. Speed of commitment matters; thoroughness of implementation follows.
Questions to Ask
- Can you commit to changes before finalizing exact changes?
- What can you announce now vs. implement later?
Outputs
- Announced commitment to change
- Implementation timeline and milestones