Communication in crisis situations
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This document discusses effective communication strategies during crisis situations. It emphasizes the importance of telling the full story quickly and truthfully. An effective crisis communication plan should maintain connectivity, accessibility, empathy, security, and multi-channel communications. The plan should detail roles and responsibilities of a crisis communication team. Internal communication includes media strategy and public statements. External communication involves press releases, conferences, and fact sheets to respond quickly and regain public trust. After a crisis, organizations should compensate victims, admit mistakes, listen to concerns, and fix issues to rebuild their brand and image.
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This document discusses crisis and risk management for companies. It defines a crisis as an event that could significantly impact an organization. Crisis management involves identifying potential crises, planning responses, and resolving crises in an effective manner. The goal is to minimize damage to a company's reputation, profits, and operations. Good crisis management includes clear communication and demonstrating control over the situation. While crises cannot always be predicted, companies should have risk management processes and crisis response plans in place.
Crisis communication
This document discusses crisis communication and management. It provides information on:
- Defining a crisis as an unpredictable threat that requires urgent response and damages an organization.
- The importance of open and timely communication during a crisis to maintain credibility.
- Examples of poor communication during past crises like Three Mile Island and the sinking of the Russian submarine Kursk, which undermined trust.
- Best practices for crisis communication including contingency planning, designating spokespeople, providing accurate information to decision-makers, and considering apologies.
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Answering these questions is easier now than during a crisis. This presentation outlines key things you should do to prepare for all types of potential crises and provides a simple action plan towards completing a preliminary crisis communications plan.
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Bad things happen; however, many organizations have not prepared a crisis communications plan.
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Gcsv2011 crisis management-kelly young
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The document provides guidance on crisis management and communications. It stresses the importance of being prepared for a crisis through having a crisis management plan, conducting drills, and providing media training. It also emphasizes taking responsibility, being transparent, and maintaining trust with stakeholders. Examples are given of companies that effectively managed crises by following best practices around preparation, communication, and post-crisis review.
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Crisis Communications Webinar - June 10
Staying Ahead of the Game: The Steps to Effective Crisis Communications Planning
Don't wait for a crisis to hit before considering your communications strategy. Getting caught off guard can mean the difference between success and failure, especially if your competitors are quick to respond. Take action today to ensure tomorrow's stability.
> Planning for crisis incidents and overcoming resistance
> Engaging in rapid response
> Putting crisis plans into action
> The role of social media in a crisis
Moderator: Ted Skinner, Vice President, Public Relations Products, PR Newswire
Panelists:
Anne Sceia Klein, APR, Fellow PRSA, President, Anne Klein Communications Group, LLC
Irv Lipp, Principal, LippService LLC
David Weiner, Senior Account Manager, PR Newswire
function and skills of public relation by solomon shiwabaw
This document discusses the functions of public relations. It outlines several key functions including media relations, crisis communication, management and administration, representing PR at the top management level, writing press releases, using social media, and managing employee relations. For crisis communication specifically, it describes the 8 steps a PR professional should take: awareness, assessment, team building, positioning/strategy, readiness, action, evaluation, and follow-up/closure. The overall document provides an overview of the various roles and responsibilities of public relations practitioners.
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This document discusses organizational crisis management and preparation. It defines what constitutes a crisis, outlines common crisis types, and reasons why crises occur. It also describes key aspects of crisis management preparation including identifying a crisis management team, analyzing an organization's readiness, strengthening relationships, and providing training to plans, media, and all staff. The goal of crisis preparation is to allow an organization to respond effectively during a crisis and plan for recovery afterwards.
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The document outlines 7 critical steps for effective crisis management: 1) Have a written crisis plan, 2) Identify a spokesperson, 3) Be honest and transparent, 4) Keep employees informed, 5) Communicate with customers and suppliers, 6) Update stakeholders early and often, 7) Don't forget social media. It emphasizes the importance of planning ahead, appointing a spokesperson, maintaining transparency, and frequent updates. A crisis that is not managed well can damage a company, while an effective response confirms a company is prepared to address issues.
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- 2. Crisis A crisis is an unexpected and detrimental situation or event. Primary objectives: Respond quickly, efficiently, effectively & in a premeditated way Tell it ALL Tell it FAST Tell the TRUTH
- 3. Effective Strategies During Crisis Maintain connectivity Be readily accessible to the news media Show empathy for the people involved Streamline communication processes Maintain information security Ensure uninterrupted audit trails Support multi-channel communications Remove dependencies on paper-based processes
- 4. Communication Plan in Crisis Situations Preparation and Response To prepare: Detail the Communication Plan in Crisis Situations Respond quickly Take immediate steps to control message Successfully regain public’s trust Insurance policy for the long-term health of the organization
- 5. Chief Components of Crisis Communication Plan Crisis Communication Team CEO Head of Public Relations Vice Presidents Managers of key departments Safety or Security Officer Company lawyers
- 6. Internal Communication Plan Lay down media strategy People remember what they hear first and last Designate an official Technical experts , spokesperson, engineer, financial expert Press releases , Practice media questions, interview scenarios List of potential witnesses Fact sheets and other documents : engineering, insurance information
- 7. Action During A 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 Press Conference Media’s job to report latest info available
- 8. Action During A Crisis (Contd.) 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 Go for Blogging Several advantages over traditional media Immediate, Near real-time coverage Humanize your organization Public can make comments & ask questions
- 9. Action After A Crisis Compensate victims Act quickly to provide restitution Make a bold commitment to ensure errors will never happen again Go public with self-assessment. 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.
- 10. Action After a Crisis (Contd.) Admit 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!
- 11. Action After A Crisis (Contd.) Make sure customers know you’re fixing it, how you’re fixing it, and when you’ll show them 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