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easWhen an incident occurs at a facility, it is important to have an emergency response plan, business continuity plan, and disaster recovery plan in place to manage the situation. The emergency response plan should train staff on emergency procedures and share plans with public services. The business continuity plan should address investigations, family contacts, brand reputation, and media requests. The disaster recovery plan focuses on new prevention measures, credibility with authorities and customers, brand image, and insurance compensation. When an incident occurs at another facility, it is best not to comment and instead direct media to professional organizations to avoid risks to brand reputation.
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But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
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- What reputation monitoring actually means
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