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Crisis communication

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S
SP Jain Institute of Management and Research

Formulaes designed to protect and defend an individual, company, or organization facing a public challenge to its reputation

Education
1 of 9
HOW TO…. COMMUNICATE DURING A CRISIS Group No.7 Arpita Gautam (07) Drabir Ghosh (15) Gaurav Kumar Verma (17) Pratik Renuse (36) Sushant Raj (52)
CRIS IS Crisis Management Critical event or point of decision leading to unrest in an organization Identify Analyze Plan Respond Monitor COMMUNICATE
CRISIS COMMUNICATION Primary Objective : Respond QUICKLY, EFFICIENTLY, EFFECTIVELY to the crisis, taking into confidence external and internal audience. TELL IT ALL TELL IT FAST TELL THE TRUTH
COMPONENTS OF CRISIS COMMUNICATION Audience Technical Message Prioritize audience : Employee Shareholder Suppliers/ Customers Government/ Law makers Media Technicalities : Visible leadership Face-to-face/ Social media Integrated communication across mediums Components : Cause of crisis Brief description Future plans - timelines
STEPS OF CRISIS COMMUNICATIONPRE-CRISIS • Anticipate Crises • Create and Manage a Crisis Communication Team • Identify and Train Spokesperson • Establish Notification & Monitoring System • Identify and know the Stakeholders • Develop Holding Statements POST-CRISIS • Asses the Crisis Situation • Finalise and Adapt Key Messages • Post Crisis Analyses
Examples where Organizations recovered quickly In 1982, Seven people died after taking poisoned Tylenol capsules. In 2003, High pesticide level found in Pepsi colas in India. In 2003, Worms found in two Cadbury chocolate bars in India. What they had in common : 1. Strong leadership commitment 2. Immediate communication across channels and sympathy. 3. Rapid action taken in public interest.
Organization that failed to recover In 1989, Exxon Valdez spilled 10.8 million gallons of oil near Alaskan coast. In 2000, Firestone tyre failure. In 2015, Maggi crises in India, loosing market worth of Rs. 210 crore. What they had in common : 1. Delayed response of leadership team. 2. Negligible sympathy was expressed towards the consumers. 3. Slow in taking definite action and lacked transparency of resolution process.
CONCLUSION While crises begin as a negative/threat, effective crisis communication can minimize the damage and in some case allow an organization to emerge stronger than before the crisis.  Surviving the First 48 Hours  Post Crisis Evaluation, Follow-up Review crisis response: internally/externally Survey staff Public perception Invite feedback from partner-agencies, third parties
Crisis communication

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Crisis communication

  • 1. HOW TO…. COMMUNICATE DURING A CRISIS Group No.7 Arpita Gautam (07) Drabir Ghosh (15) Gaurav Kumar Verma (17) Pratik Renuse (36) Sushant Raj (52)
  • 2. CRIS IS Crisis Management Critical event or point of decision leading to unrest in an organization Identify Analyze Plan Respond Monitor COMMUNICATE
  • 3. CRISIS COMMUNICATION Primary Objective : Respond QUICKLY, EFFICIENTLY, EFFECTIVELY to the crisis, taking into confidence external and internal audience. TELL IT ALL TELL IT FAST TELL THE TRUTH
  • 4. COMPONENTS OF CRISIS COMMUNICATION Audience Technical Message Prioritize audience : Employee Shareholder Suppliers/ Customers Government/ Law makers Media Technicalities : Visible leadership Face-to-face/ Social media Integrated communication across mediums Components : Cause of crisis Brief description Future plans - timelines
  • 5. STEPS OF CRISIS COMMUNICATIONPRE-CRISIS • Anticipate Crises • Create and Manage a Crisis Communication Team • Identify and Train Spokesperson • Establish Notification & Monitoring System • Identify and know the Stakeholders • Develop Holding Statements POST-CRISIS • Asses the Crisis Situation • Finalise and Adapt Key Messages • Post Crisis Analyses
  • 6. Examples where Organizations recovered quickly In 1982, Seven people died after taking poisoned Tylenol capsules. In 2003, High pesticide level found in Pepsi colas in India. In 2003, Worms found in two Cadbury chocolate bars in India. What they had in common : 1. Strong leadership commitment 2. Immediate communication across channels and sympathy. 3. Rapid action taken in public interest.
  • 7. Organization that failed to recover In 1989, Exxon Valdez spilled 10.8 million gallons of oil near Alaskan coast. In 2000, Firestone tyre failure. In 2015, Maggi crises in India, loosing market worth of Rs. 210 crore. What they had in common : 1. Delayed response of leadership team. 2. Negligible sympathy was expressed towards the consumers. 3. Slow in taking definite action and lacked transparency of resolution process.
  • 8. CONCLUSION While crises begin as a negative/threat, effective crisis communication can minimize the damage and in some case allow an organization to emerge stronger than before the crisis.  Surviving the First 48 Hours  Post Crisis Evaluation, Follow-up Review crisis response: internally/externally Survey staff Public perception Invite feedback from partner-agencies, third parties

Editor's Notes

  1. Crisis Spread of crisis with digital