You may have seen headlines about Harvard president Claudine Gay being asked to step down...
Here's her initial apology:
"I am sorry," Dr Gay said in a subsequent interview with the Crimson, Harvard's campus newspaper. "When words amplify distress and pain, I don't know how you could feel anything but regret."
Firstly, her apology falls short.
If you've been following my advice on crisis management for long enough - you know you should never apologize with a qualifying caveat. Unfortunately, this apology doesn't take responsibility for how her decision made people feel.
In a crisis, about another crisis, especially political ones, require an emotional response to an emotional issue.
Additionally, this whole issue begs for an internal investigation to provide clarity and cover for Dr. Gay. This is something Chip Massey and I specialize in for our crisis clients. Chip's FBI background, combined with my crisis management expertise, offer clarity for organizations like Harvard, struggling to figure out who and what to investigate.
My experience tells me that this issue should be treated with the same deference other social/racial hot button issues have been handled in the past by the institution. If Harvard is consistent, this can be used to explain why Dr. Gay stood firm in her response to this issue.
However, timing of this message is critical. Too soon seems callus, too late seems like Harvard doesn't care. That is something Harvard just can't afford to do.
What do you think? What should she do now? Resign? Stand her ground?
------------------------------
Adele Gambardella
President
Convincing Company
703-969-9585
As seen in Fast Co and Washingtonian
------------------------------