Crisis Communication

•

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Erica led a webinar on Crisis Communication for NADO Executive Directors and emerging leaders (summer 2018). This session was designed to educate leaders on when to be proactive and how to strategically react in the event of a PR crisis. Tools for developing a crisis comm plan were shared, as well as how to implement.

Government & Nonprofit

CRISIS COMMUNICATION:
TIME TO BE BOTH PROACTIVE AND REACTIVE
BY

WHAT CONSTITUTES A
CRISIS?(Any situation that threatens the integrity or
reputation of your company or organization, usually
brought on by adverse or negative media attention.

MEDIA EVERYONE
NEEDS A GOOD GUY
AND A BAD GUY.

WHO IS
MOST AFFECTED
BY YOUR NEWS
OR SITUATION ?

WHO HAS THE
POTENTIAL
TO POSITIVELY OR
NEGATIVELY IMPACT
YOUR ORGANIZATION ?

WHAT ARE THE
ISSUES WITH THE
MOST POTENTIAL TO
CAUSE CONCERN?

WHAT ARE THE
ISSUES THAT THE
MIGHT BE MOST
INTERESTED IN ?MEDIA

WRITE
CLEAR, CONCISE
STATEMENTS ABOUT
THE CRISIS POINTS.

IF YOUR
RESPONSE TEAM 
DOESN’T KNOW
WHAT TO SAY
THEY
CAN’T
RESPOND.

SUBJECT 
MATTER
EXPERTS
ARE NOT ALWAYS
ACCUSTOMED TO
SPEAKING WITH
THE MEDIA.

AND IN WHAT ORDER
TEXT, CALL, OR EMAIL
DETERMINE

AND STAY AWAY FROM
A “POOR ME” STANCE
FOCUS ON
THE PEOPLE
AFFECTED

MODIFY IN
THE MOMENT
BASED ON NEW
INFORMATION

IN PLACE AS A RESULT
OF THE CRISIS
NEW PROTOCOLS

DON’T WAIT 
UNTIL A CRISIS
TO COMMUNICATE
WITH MEDIA

Insignia Communications has recently hosted a webinar discussing the new threats of social media and the potential impact they can have on crisis management planning, crisis communication training and crisis handling. View the presentation to learn the latest insights or visit our website to listen to the webinar recording "How to prepare for a social media crisis" http://insigniacomms.com/resource/videos/

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200 words due in 3 hours provide reference to support response peer response CHRISTI'S POST: If I were ever asked to design a communication strategy for an organization experiencing a crisis or be asked to be the crisis communicator for the organization, some of the concepts I think would be essential to use are ethics, immediately communicating with stakeholders, being visible, open and honest following the crisis, and positive action. There are many other concepts that I think are important in crisis communication, but the ones listed are what I feel are the most essential. Our textbook defines ethics as, “basic judgments of right and wrong, good and bad, and desirable and undesirable. Ethics are the values, standards, morals, principles, or guidelines we use for making these judgments” (Ulmer, Sellnow, Seeger, 2019). I believe making ethical decisions during a crisis determines whether the corporation will survive or not. There are several subcategories that fall under ethics such as, values, responsibility and accountability, and humanism. When a company/corporation makes morally sound decisions, acts responsibly and is accountable for what went wrong, then they raise their trust with customers, stakeholders, employees, and the general public. However, humanism may be the single most important part of ethics that I find necessary in dealing with a crisis. All people directly involved in a crisis is at some form of risk whether that be physical or mental harm or lack of work/loss of wages. Showing compassion, offering help and reassurance, and providing necessary resources to those involved shows that the company is more worried about the people than the business. Another concept that I find essential is communication with stakeholders. According to an online article, “The key role of strategic communication during a crisis is to stabilize and advance the organization by inspiring confidence, earning trust and engaging stakeholders. Clear, consistent communication is vital to successfully maintain business continuity and recover” (Zemke, 2020). Both internal and external stakeholders play a vital role in an organization and communicating with them prior to as well as during a crisis situation is a key factor in recovering from a crisis. The third concept I chose was to be visible, open and honest during and following the crisis. Making a statement immediately after the crisis is important for the company’s reputation and recovery. Placing blame, remaining quiet and withholding information will cause distrust and negative feedback. Even if the company is at fault, it is best to take the blame and openly communicate about the plan moving forward. Offering necessary information regarding the crisis will alleviate misconceptions about what happened and build trust for the company. The last concept I chose was positive action. Our textbook states, “We have found that when an organization is able to think about the positive potential .

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