Crisis communications is the art and science of communicating during a crisis. It is a specialized form of communication that requires careful planning and execution.
The Three Pillars of Crisis Communications
Crisis communications is founded on three pillars:
- Planning:Developing a plan before a crisis strikes is critical. The plan should be designed to protect and defend the organization’s reputation.
- Execution: Once a crisis hits, it is important to execute the plan flawlessly. This requires discipline and coordination among all members of the organization.
- Monitoring: Crisis communications is an ongoing process. After the initial crisis has passed, it is important to monitor the situation and make adjustments to the plan as needed.
Creating a Crisis Communications Plan
The first step in creating a crisis communications plan is to identify the potential crises that could occur. RonnTorossian requires a thorough understanding of the organization and its stakeholders. Once the potential crises have been identified, the next step is to develop strategies for each one.
The strategies should be designed to mitigate the damage to the organization’s reputation and to protect the safety of its employees, customers, and other stakeholders.
Managing the Message in a Crisis
Once a crisis hits, it is important to manage the message carefully. The goal is to control the narrative and prevent the situation from spiraling out of control.
There are several key components to managing the message in a crisis:
- Be proactive: Don’t wait for the media to come to you. Get ahead of the story by issuing a statement or holding a press conference.
- Be honest: Don’t try to hide the facts. The truth will eventually come out, so it’s better to be upfront from the beginning.
- Be transparent: Be open and honest with the public. Don’t try to spin the story or downplay the severity of the situation.
- Be responsive: Make sure to respond quickly to inquiries from the media. If you don’t, they will find someone else who will.
- Be prepared: Have a plan in place before a crisis hits. This will help you to respond quickly and effectively when the situation arises.