In this edition we emphasise the importance of a phone call in a crisis. We see how internet trolls add to the chaos in a crisis and how to avoid this. We look at how digital vessel response plans get operators ahead in the US. When it comes to the media interviews, why not make messaging gold standard. The reasons crisis communications fail – the narrative is just one of them, and in any case, what does make a good crisis manager? We also assess the impact of piracy on global terrorism.