Crisis management tips
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1. Plans and procedures should include specific crisis response actions and communications plans. Objectives are to protect people and ensure organizational survival. 2. Identify key spokesperson to ensure consistent messaging. Prepare clear media responses and inform stakeholders and customers as the crisis evolves to control the narrative. 3. Regularly update social media to monitor sentiment and respond to questions as was important for communicating during the Ebola crisis.
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What is a Crisis?
A crisis is a situation that has reached an extremely difficult or dangerous point.
A crisis is an event, revelation, allegation or set of circumstances which threatens the integrity, reputation, or survival of an individual or organization.
Crisis management means
· having a plan in place,
· having identified who will do what,
· and having practiced the plan for most conceivable events.
No organization can just "wing it."
You need to develop a crisis management plan.
You need to develop variations of the plan to cover any emergency your company might be expected to encounter.
The goal of the plan itself is to ensure your people have the tools to get the crisis under control as quickly as possible to minimize the damage.
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Crisis Communications Planning is the process of managing the strategy, messages, timing and distribution channels necessary to communicate effectively with the media, employees, core constituencies, clients, customers and stake holders.
The focus of the crisis communications function is to facilitate the rapid de-escalation of the crisis through timely and effective communications methods.
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The idea behind success, in a dogfight, a business situation, or a crisis, is to complete loops of decision making that are faster than those around you, such as your adversaries.
We want to shorten the life cycle of our decisions without increasing the failure rate of the decisions made.
If we have no preparation, if we don't take into account all the elements of the environment, including the possibilities of problems that haven't occurred but may, then we are
· either too slow in our decisions to be careful, and this allows the other guy to do things faster and thus better than us,
· or we are either too hasty in our decisions, and this leads to costly errors.
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· In a crisis, you job is not to minimize the stockholder expense, it is to maximize the company's chances of survival. You need to limit the cost, but also you need to limit the damage to the company's reputation and credibility.
· You need to react as quickly as a crisis breaks.
· By acting quickly, and doing immediately the things you are eventually have to do anyway, you maximize your chances of staying ahead of events where you have some chance to influence the story.
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An effective crisis communications plan should:
· Define response strategies that can be implemented when a crisis occurs;
· Assign crisis communications resources and responsibilities;
· Enable you to reach target audiences with key messages, and
· Launch public information and media relations campaigns immediately during a crisis.
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Defining a crisis: An event that brings, or has the potential for bringing, an organization and its leaders into disrepute and imperil the organization’s future profitability, reputation, growth and possibly its very survival.
Financial measures of a crisis: bankruptcy, drop in sales, boycotts, loss of valuable employees etc.
Tarnished reputation results: the erosion of a company’s reputation in the eyes of its many stakeholders and the general public --- the worth of an entire organization can be endangered as a consequence.
Characteristics of a crisis:
Suddenness
Uncertainty
Time compression
The seven types of crises:
1. nature (natural disasters such as earthquakes, hurricanes, floods)
2. technology (oil spills, nuclear reactor accidents)
3. confrontation (equal rights, strikes)
4. malevolence (terrorists, disinformation)
5. skewed values (fraud, cheating, embezzlement)
6. deception (withholding information, lying, deceptive products)
7. misconduct (illegal or criminal acts).
Essentials of a contingency plan: Contingency planning involves formulating responses to crises before they occur. The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest.
Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establish crisis thresholds and assign crisis alert responsibilities, organize and train a crisis management team and establish a crisis communications center, Obtain advanced approvals for contingency plan measures, list and prioritize publics that must be informed, prepare a crisis media list and background press materials, and designate and train spokespersons.
The most important tasks are: Identifying risks, ranking those risks in a matrix based on relative impact as compared to probability of occurrence, and finally creating plans to eliminate or mitigate the impact of the most impactful and highest probable incidents. Every crisis cannot be planned for; there are simply not enough resources to do so. However, high impact, and high probability risks can be eliminated, or at least mitigated by proper planning and management.
The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest. Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establ.
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Scholars and practitioners alike stress the importance of planning ahead and being prepared for
potential crises before they occur. In this assignment, each student will select a company and
develop a crisis communication plan based on that company, its industry, culture, potential risks,
stakeholders, etc. The company selected can be a current or recent employer, or a
company/nonprofit of choice as long as it is large enough to experience a crisis that would
impact stakeholders. Once you select the company, analyse a crisis situation and then prepare a
message action plan (MAP). This MAP should define the different stakeholder groups to be
addressed, the communication goals for each of these target groups, the preferred channel for
each communication, and who within the organization will be responsible for delivering each of
these messages. You will submit your paper to the Turnitin.com dropbox link within blackboard.
Instructions:
When a crisis situation develops, time is of the essence. There’s a saying: “If you’re not quick,
you’re not relevant.” That’s why companies need to have a crisis communication plan in place
BEFORE a potentially hazardous situation arises. But, what does that mean? What elements
should be included in your crisis plan? While there’s no such thing as a “cookie cutter” crisis
plan, the following information will help your company begin assembling an effective plan. This
assignment does not have a page requirement, rather that you create a well thought out plan
addressing each of the 5 steps below. (See the Bass Pro Shops Crisis Communication Plan in
Blackboard for reference. Your plan does not need to be this detailed, this is only for you to
reference).
Step 1: Establish the Crisis Team.
Before a crisis strikes, think through who needs to have a seat at the table. Consider ALL the
aspects of your company — management, operations, internal (including labor relations in union
environments) and external communication, customer service, legal. The crisis team could look
like this: President of the company, head of communication, legal counsel and heads of the
department(s) impacted by the crisis. During the crisis, this team bears the responsibility for
making decisions and spearheading communication. In the plan document, include each
individual’s name, title, home phone, cell phone and other pertinent contact details.
Step 2: Identify and Prepare the Spokespeople.
A crisis situation should not be the first time a spokesperson speaks to the media. Identify the
person who will be the official “voice” of the company should a crisis develop and make sure
that person is trained accordingly. (Note that the spokesperson may not be the same in every
situation. You may need to train a few spokespeople. Also have a “backup” person identified …
just in case.)
Remember that you need to communicate offline and offline. With that in mind, evaluate your
online ...
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PR Plan for Crisis Situations a Must-Have for Corporations
Proskauer lawyer, Ralph Ferrara, moderated a panel on real-world corporate crisis management at the Practising Law Institute’s 2014 Securities Regulation Institute, where he presented his audience with a comprehensive road map, or “cram sheet,” of corporate best practices in the event of a crisis.
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A crisis is a situation that has reached an extremely difficult or dangerous point.
A crisis is an event, revelation, allegation or set of circumstances which threatens the integrity, reputation, or survival of an individual or organization.
Crisis management means
· having a plan in place,
· having identified who will do what,
· and having practiced the plan for most conceivable events.
No organization can just "wing it."
You need to develop a crisis management plan.
You need to develop variations of the plan to cover any emergency your company might be expected to encounter.
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The focus of the crisis communications function is to facilitate the rapid de-escalation of the crisis through timely and effective communications methods.
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· You need to react as quickly as a crisis breaks.
· By acting quickly, and doing immediately the things you are eventually have to do anyway, you maximize your chances of staying ahead of events where you have some chance to influence the story.
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An effective crisis communications plan should:
· Define response strategies that can be implemented when a crisis occurs;
· Assign crisis communications resources and responsibilities;
· Enable you to reach target audiences with key messages, and
· Launch public information and media relations campaigns immediately during a crisis.
In a crisis tell it all, tell it fast and tell the truth.
Other things to remember:
· Never try to lie, deny or hide your involv.
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Defining a crisis: An event that brings, or has the potential for bringing, an organization and its leaders into disrepute and imperil the organization’s future profitability, reputation, growth and possibly its very survival.
Financial measures of a crisis: bankruptcy, drop in sales, boycotts, loss of valuable employees etc.
Tarnished reputation results: the erosion of a company’s reputation in the eyes of its many stakeholders and the general public --- the worth of an entire organization can be endangered as a consequence.
Characteristics of a crisis:
Suddenness
Uncertainty
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The seven types of crises:
1. nature (natural disasters such as earthquakes, hurricanes, floods)
2. technology (oil spills, nuclear reactor accidents)
3. confrontation (equal rights, strikes)
4. malevolence (terrorists, disinformation)
5. skewed values (fraud, cheating, embezzlement)
6. deception (withholding information, lying, deceptive products)
7. misconduct (illegal or criminal acts).
Essentials of a contingency plan: Contingency planning involves formulating responses to crises before they occur. The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest.
Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establish crisis thresholds and assign crisis alert responsibilities, organize and train a crisis management team and establish a crisis communications center, Obtain advanced approvals for contingency plan measures, list and prioritize publics that must be informed, prepare a crisis media list and background press materials, and designate and train spokespersons.
The most important tasks are: Identifying risks, ranking those risks in a matrix based on relative impact as compared to probability of occurrence, and finally creating plans to eliminate or mitigate the impact of the most impactful and highest probable incidents. Every crisis cannot be planned for; there are simply not enough resources to do so. However, high impact, and high probability risks can be eliminated, or at least mitigated by proper planning and management.
The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest. Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establ.
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potential crises before they occur. In this assignment, each student will select a company and
develop a crisis communication plan based on that company, its industry, culture, potential risks,
stakeholders, etc. The company selected can be a current or recent employer, or a
company/nonprofit of choice as long as it is large enough to experience a crisis that would
impact stakeholders. Once you select the company, analyse a crisis situation and then prepare a
message action plan (MAP). This MAP should define the different stakeholder groups to be
addressed, the communication goals for each of these target groups, the preferred channel for
each communication, and who within the organization will be responsible for delivering each of
these messages. You will submit your paper to the Turnitin.com dropbox link within blackboard.
Instructions:
When a crisis situation develops, time is of the essence. There’s a saying: “If you’re not quick,
you’re not relevant.” That’s why companies need to have a crisis communication plan in place
BEFORE a potentially hazardous situation arises. But, what does that mean? What elements
should be included in your crisis plan? While there’s no such thing as a “cookie cutter” crisis
plan, the following information will help your company begin assembling an effective plan. This
assignment does not have a page requirement, rather that you create a well thought out plan
addressing each of the 5 steps below. (See the Bass Pro Shops Crisis Communication Plan in
Blackboard for reference. Your plan does not need to be this detailed, this is only for you to
reference).
Step 1: Establish the Crisis Team.
Before a crisis strikes, think through who needs to have a seat at the table. Consider ALL the
aspects of your company — management, operations, internal (including labor relations in union
environments) and external communication, customer service, legal. The crisis team could look
like this: President of the company, head of communication, legal counsel and heads of the
department(s) impacted by the crisis. During the crisis, this team bears the responsibility for
making decisions and spearheading communication. In the plan document, include each
individual’s name, title, home phone, cell phone and other pertinent contact details.
Step 2: Identify and Prepare the Spokespeople.
A crisis situation should not be the first time a spokesperson speaks to the media. Identify the
person who will be the official “voice” of the company should a crisis develop and make sure
that person is trained accordingly. (Note that the spokesperson may not be the same in every
situation. You may need to train a few spokespeople. Also have a “backup” person identified …
just in case.)
Remember that you need to communicate offline and offline. With that in mind, evaluate your
online ...
Romancing the Media for your Business
The document provides guidance on effectively engaging with mass media and social media to promote a business. It discusses maintaining positive relationships with press, preparing for interviews, crafting press releases, and pitching stories to media. The document aims to teach business owners and marketers how to leverage different media platforms to generate publicity and buzz for their company.
Crisis in Communication
This document discusses crisis communication strategies used by Maple Leaf Foods during a 2008 listeria outbreak. It provides details of Maple Leaf's initial response, including product recalls and notifications. Maple Leaf's CEO issued a public apology. Media coverage became more positive as Maple Leaf was seen as proactive, transparent, and accountable. The long-term strategies helped rebuild trust. Lessons include having an effective crisis plan and trusted spokespeople to ensure timely, authentic messaging during a crisis.
Managing Your Brand And Corporate Reputation During Hard Times
This document discusses managing corporate reputation and brand during an economic downturn. It provides 6 points on communications strategies during a recession: 1) assess threats and strengths, 2) continue communicating, 3) have leaders be visible, 4) focus on staff, 5) leverage key influencers, and 6) prioritize creativity. The document was created by Hill & Knowlton China to offer communications services and help companies navigate hard times.
Guide to ceo communications through phase 2 of covid-19 en
The document provides guidance for business leaders on communicating during Phase 2 of the COVID-19 crisis. It outlines 7 steps for CEOs to navigate this uncertain period including being transparent, fostering connections, leading with empathy, and reshaping the future. The phase requires a balance of caution and optimism as economies reopen while the threat remains. Leaders must address stakeholder needs and safely guide their organizations through ongoing challenges to recovery.
PR Plan for Crisis Situations a Must-Have for Corporations
Proskauer lawyer, Ralph Ferrara, moderated a panel on real-world corporate crisis management at the Practising Law Institute’s 2014 Securities Regulation Institute, where he presented his audience with a comprehensive road map, or “cram sheet,” of corporate best practices in the event of a crisis.
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Crisis management tips
- 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.