You have to admit what you do not know. Government officials often make the mistake of trying to answer every question. Sometimes, when you lack data, when you’re confounded, the most reassuring message is to admit what you do not know. It builds trust, and building public trust is critical in a crisis. Public officials also make a mistake telling the public “not to panic.” When people hear the phrase “There is no need to panic,” the first thing that many people will ask themselves is: “Should I panic?”
