1. www.another-day.com
7 critical steps
to effective crisis
managementmap
Jake Hernandez
What are the best ways to ensure
your business is ready when a crisis
strikes?
1. Plans and procedures -
This written plan should include specific actions that will be taken in the event of a crisis, including crisis
communications. The plan should also include clear objectives, which should be to protect any member of public
or staff who may be endangered and the organization has the structures in place to ensure it survives the crisis.
Laura Hawkes
Global Consulting Director
Associate, Consulting
“Go through your plan at
established intervals during a
crisis - this may be up to every
30 minutes.”
6. Keep customers/clients updated-
Much the same as key stakeholders, customers/clients also have a huge stake in your company. As such it is
imperative that these groups do not learn about a crisis through the media, so be sure to inform them first and
keep them regularly updated.
3. Identify a spokesperson -
Ifanincident/crisismayeffectthewell-beingofthegeneralpublic,stafforcustomers,itcouldattractmediaattention.
Therefore, identify one key individual who will lead the media dialogue, to ensure a consistent message is provided.
4. Have a clear and open media response -
Prepare what you as a company will be saying and determine how this should change as the crisis
escalates/evolves. The way in which BP’s CEO, Tony Hayward, handled the deepwater horizon oil
spill in 2010 is a prime example of bad messaging and crisis communication. This case study shows
how communication is key in turning public opinion and how it can rapidly effect share prices.
5. Inform your key stakeholders -
Identify the range of stakeholders; their interest and influence. It is also important to establish the messages
and specific information which should be conveyed to each of them.
7. Update social media often -
The Ebola crisis provides a strong case study for the importance of social media as one of the most critical
channels of communication. Therefore, it is crucial to assign, depending on the size of your company, several
members of staff to monitor, post and respond to social media activity as the crisis unfolds.
2. Establish what has happened -
Establish the facts; what do you know? Then make sense of the assumptions; what do you believe
has happened? Identify your best case, worst case and most likely scenarios. Establish the
priorities along with what can be done now and what can wait. Set your objectives and prioritise them.
