General guideline in case any emergency situation strikes your organization.

1. Crisis Communication
Halim Mahfudz
16 Maret 2016

2. Agenda
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1. Understanding crisis
2. Why crises occur
3. Type of Crises
4. Nature of Crises
5. Managing Crises
6. Crisis communication
7. Managing Communication
8. New landscape – new challenges
Photo by Aditya Rahman

3. Understanding crisis
• “A crisis is an unstable time or state of affairs in which a decisive change is impending – either one with the
distinct possibility of a highly undesirable outcome or one with distinct possibility of a highly desirable and
extremely positive outcome.” – Fink, 2000, p.15.
• Crises is unpredictable, has no eyes, cannot be told not to occur, never knock your door.
• But they have prodrome(s) most of times.
• They threaten organization’s reputation and increase public scrutiny through media.
• But it is 50 – 50 game plan.
• So, control the crisis, NOT the other way around.
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4. Why crisis?
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5. Types of crises
Organizational
behavior
•Embezzlement
•Corruption
Smoldering crises
•Strikes
•Industrial relations
Malevolence
•Factory in Tangerang
•Sexual harassment
Technological crises
•Apple in Australia
Rumor
•Solaria restaurant
•Tommy Hilfiger vs Oprah
Winfrey
News on Media
•Bakso tikus
Confrontation
•Polri vs KPK
Financial
•Bakrie Life Insurance
Sudden crises
•Adam Air
•Mandom factory
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6. Nature of Crises
Unexpected
Quick
Panic
Public
scrutiny
Threat to
reputation
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7. Managing Crises
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Get facts quickly Analyze
Control the
damage
Communicate
Lesson
learned

8. Crisis Communication
• Crisis Communication is part of Crisis
Management
• It is a planned-strategy to protect reputation of
individual, company or organization when crisis
strikes.
• The key elements are: collect facts, analyze and
disseminate informationto manage crisis.
• Goals: Convey messages to clarify situation, to
demonstrate integrity, to protect reputation, and
to obtain stakeholders’ support
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Photo by Aditya Rahman

9. Principles
• Fast
• Honest and respectful
• Never lie
• Be focused
• Use best tool
• Transmit the message
• Measure outreach
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10. Avoid ‘common’ defensive response
• Wrong positioning:
• ‘Under attack’
• Or no wrongdoings
• Negative perspective
• Blaming others
• Denial
• No-comment
• Refutations
• Defensive positioning
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11. Managing Communication 1
• Competitors
• Pressure groups
• Opponents
• Interest groups
• Activists
• Influencers
• Regulators/Legislators
• Media
• Customers
•Internal audience
•Business partners
•Vendors
Producers Enablers
LimitersOpposition
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Public

12. Managing Communication 2
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Tools Communi
cation
Media
The face of
company
Social media
Special
channels
Influencers

13. Managing Communication 3
Main
theme
Sub-
theme
Particular
topic
Particular
topic
Sub-
theme
Detail
info 13
Messages

14. Managing Communication 4
Response
Feedback
QuestionsPhone calls
Change of
behavior
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Measurement

15. New challenge
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16. Consider this!
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17. Thank you
Halim Mahfudz
Email: info@halma-strategic.com
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