Risk management and Crisis Communication
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This document discusses risk management and crisis communication. It emphasizes the importance of evaluating risks and putting preventive measures in place to avoid crises. If risks materialize, organizations must be prepared to manage both reputation crises and real crises through effective communication plans that establish roles, key messages, and channels for sharing information with audiences. The lessons highlighted are to plan ahead, rehearse crisis response, understand stakeholder needs, and demonstrate care during a crisis.
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Risk management and Crisis Communication
- 1. RISK MANAGEMENT & CRISIS COMMUNICATION Kimmo Kuortti / kimmo.kuortti¤gmail.com
- 2. Manage risk! • To avoid crisis – Evaluate risk – Awareness and understanding of what constitutes a risk – Preventive measures – Monitoring – Know your community/customers/stakeholders Kimmo Kuortti / kimmo.kuortti ¤ gmail.com
- 3. If risk materialises, manage crisis! • Preparations – Reputation crisis – ”real” crisis Kimmo Kuortti / kimmo.kuortti ¤ gmail.com
- 4. Reputation crisis • Complaints, alleged misconduct, crime, false rumors • Be prepared – Plan: lines of communication, roles, key messages – Communicate: social media, web sites, news – Know your audience! Kimmo Kuortti / kimmo.kuortti ¤ gmail.com
- 5. Real Crisis • Natural catastrophies, large scale breakdowns/system failures, terrorism, diseases • Plan: lines of communication, roles, key messages, safety, updates, context information • Communicate: information – behaviour – sense-making Kimmo Kuortti / kimmo.kuortti ¤ gmail.com
- 6. Lessons learned • Make a plan! • Rehearse! • Know your audience/customers/stake-holders! • Show that you care! Kimmo Kuortti / kimmo.kuortti ¤ gmail.com
- 7. Thank you This was a short presentation of some of the main points in crisis communication as covered in European Academy’s two-day workshop in Berlin on 22nd – 23rd of February 2016 Kimmo Kuortti / kimmo.kuortti ¤ gmail.com