How could ICG have improved its communications with the families?

Company President Ben Hatfield, in hindsight, admitted that he should have been
in touch with the families in the church sooner. But more than that, the company
should have exerted more control in its communications with family members. At
the very least, a company representative should have been present at the church,
serving as a liaison between the company and the families. Hatfield shouldn't
have had to rely on a third-party, in this case a state trooper, to relay messages to
the family. As it turns out, Hatfield's message was not passed on to the people in
the Sago Baptist Church.

Honest answer, thx