AI is displacing the blue search links. When a stakeholder, a regulator, a reporter, or a board candidate types your organization's name into ChatGPT or Perplexity, they receive an answer built from what those systems can find.
Every organization has its own shorthand. It makes sense in a room with board members, executives, and colleagues. It exists for expediency and resonates with everyone in the room because it is constantly repeated within the walls of the business. When the microphone is no longer internal and the media asks a question, those same words can create or exacerbate a crisis.
Um. You Know. Uh. Filler words are a thinking habit that signal your thought arrived before it was ready. In a room with friends, filler words are forgettable. In front of a camera with a producer, podcast host, or reporter watching, they are unforgettable.
Executives eventually face a moment when their lawyer advises a course of action and their stakeholders expect another. Legal counsel says stay quiet. The public, the press, and your own employees expect a response. Leaders are cautious when the water begins to ripple, treating a crisis as a binary choice between compliance and exposure. In fact, it is two audiences asking two different questions. The leaders and organizations that survive a crisis learn to answer both withou
