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Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
Crisis Communication Plan
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Crisis Communication Plan

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How to deal with the media after a failure. Guidelines for development of a crisis management program with details for everyone in the company to understand the importance and value of the plan.

How to deal with the media after a failure. Guidelines for development of a crisis management program with details for everyone in the company to understand the importance and value of the plan.

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  • 1. Creating aCrisis Communication Plan
  • 2. By definition… A crisis is an unexpected and detrimental situation or event. Primary objectives: respond quickly, efficiently, effectively, and in a premeditated way
  • 3. Tell it ALL Tell it FAST Tell the TRUTH!
  • 4. Effective Strategies • Maintain connectivity • Be readily accessible to the news media • Show empathy for the people involved • Streamline communication processes
  • 5. Effective Strategies • Maintain information security • Ensure uninterrupted audit trails • Support multi-channel communications • Remove dependencies on paper-based processes
  • 6. How They Work…Two-fold: Preparation, Response • To prepare: detailed Crisis Communication Plan  More likely to respond quickly  Take immediate steps to control message  Successfully regain public’s trust • Insurance policy for the long-term health of your organization
  • 7. Chief Components of a Good Plan
  • 8. Crisis Communication Team • CEO • Head of Public Relations • Vice Presidents, Managers of key departments • Safety or Security Officer • Company lawyers
  • 9. Internal Communication Plan • Media Strategy  People remember what they hear first and last  Designate an official spokesperson  Technical experts  engineer, financial expert  Press releases  Practice media questions, interview scenarios
  • 10. Internal Communication Plan, cont’d •List of potential witnesses •Fact sheets and other documents  engineering, insurance info
  • 11. During a Communication Crisis • Ensure safety of all involved • Internal statements to all employees • Determine when to go public  “Tell it all; tell it fast” • Send out press release covering who, what, when, where of the crisis
  • 12. Press Conference • Media’s job to report latest info available • Hand out fact sheets and previous press releases • From the victim’s perspective…respond in a way that is sensitive to their needs • Never comment or speculate when facts aren’t yet clear
  • 13. Blogging • Several advantages over traditional media:  Immediate  Near real-time coverage  Humanize your organization  Public can make comments & ask questions
  • 14. After a Communication Crisis • Compensate victims. Act quickly to provide restitution. • Make a bold commitment to ensure errors will never happen again. • Go public with self-assessment.
  • 15.  Step back and think about your customers. Consider how the crisis may be affecting them and what kind of resolution they’ll expect .  Own It. Admit your mistakes right away. Proactivity is essential. Answer questions before they are asked. Admit to the problem.  Apologize, apologize, apologize…and listen. Give an honest, simple, sincere apology. Be prepared to listen and listen well.  Do the right thing. Fix it – fast! Make sure customers know you’re fixing it, how you’re fixing it, and when you’ll show themRetaining tangible evidence. Brand  Move On. Once resolved, let it go and move on. It’s crucial to thank and reward loyal Loyalty customers.  Rebuild your brand’s image. Look for opportunities – locally, regionally, nationally
  • 16. Thank You!Beth WilsonMahaffey Fabric Structureswww.fabricstructures.com

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