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Crisis Communications: Are you ready for the unexpected?

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How to prepare for a crisis with internal crisis communications. SnapComms shows how to plan for a crisis in your organization and communicate efficiently to your employees.

Define the crisis you want to communicate > Pre-prepare your crisis messages > Set up channels you want to communicate through > Test your communications on a drill > Adjust, make any changes to ensure a clear message > Review, make sure you have up to date messages if situations change.

SnapComms internal communication tools provide a reliable channel for crisis communications that don't rely on an email server.

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Crisis Communications: Are you ready for the unexpected?

  1. 1. Are you ready for the unexpected? Successful use of SnapComms Alerts in crisis situations
  2. 2. Preparing to communicate in a crisis DEFINE SET UP ALERT SET UP CHANNELS TEST, TEST, TEST ADJUST REVISIT
  3. 3. Define Crisis What are we talking about, really… DEFINE
  4. 4. Crises are any ‘critical incident’ that threatens the value and reputation of a company – and increasingly its survival. “…a company can expect a value-destroying incident at least once every five years.” It’s no longer a case of “if it happens” but “when it happens”. https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html What’s a crisis?
  5. 5. Companies are under-prepared A major study from Deloitte looked at the beliefs of board members when it comes to crisis preparedness: 76% of board members believe their companies would respond effectively if a crisis struck tomorrow, but only 49% have taken steps to be truly crisis-ready. Only 50% have evaluated key crisis scenarios or done a basic SWOT evaluation. Only 43% have evaluated worst-case scenarios. http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html
  6. 6. Define Your Crisis Scenarios • What exists already? • Crisis, contingency plans • Disaster recovery plans • Which scenarios are most important for you right now? Engage your colleagues and build on existing plans
  7. 7. Four crisis categories • Danger/Hazard • Weather/Situational • Major Announcement (good or bad) • Outage
  8. 8. Alerts Settings for Crises
  9. 9. • Visual • Fast • Targeted • Impactful • Measureable SnapComms Alerts for Crises
  10. 10. • Prepare SnapComms Alerts now to ensure: • Speedy delivery • Coherent communication • Accessibility (Be a hero when the time comes) Crisis incident:
  11. 11. Alert settings for crises Who - target audience What – your message/instructions How – delivery, display options Admin – Best Practice
  12. 12. Who is your target audience? • Target the right people for the incident. • Leverage Target Users Options • Whole Organization • Divisions, depts, teams • Application user groups (i.e. SAP users) • Location - machine groups • Try to avoid Manual Groups
  13. 13. • Keep it simple • What should they do? • Reassure • Show empathy • Point to resources What – your message content
  14. 14. Make them easy to absorb • Avoid scrolling text! • Give visual cues • Color code your templates Red = severe Yellow = critical Green = all clear Corporate = important What – your message visuals
  15. 15. • Make templates EASY TO FIND • Folders, Bookmarks, Details field • Set up Admin Access • Back up Admins • Bookmark a good landing page! • Choose your publish method • Resend – overwrite existing message, publish • Copy/Send – easier management, BUT more steps • Create from scratch – takes time Administrator tips…be fully ready
  16. 16. • Bookmark login to tool for quick access • This makes it the first page you’ll see at login • If possible, set up Admin access from your mobile phone • If you’re away from the office or your desk • Ensure you know your password Administrator Tips:
  17. 17. Test, Adjust, Revisit… (we’re not done just yet) Test Adjust Revisit
  18. 18. • To yourself • Visual display • To a group • Feedback on content • To your audience • Emergency Drill • Well publicized, expected • Ask for feedback Test, test, test
  19. 19. • What was confusing? • What was missing • Were there unintended consequences? Update your plan, message, and/or Alert templates accordingly.. Adjust
  20. 20. • Schedule your next review and future tests • Update logos? • Update lists/locations/target audience? • Update links? • Add anticipated scenarios as you go • Schedule Admin training esp. for back up people who don’t use frequently. Keep it alive, keep it relevant... Revisit
  21. 21. Checklist o Define your crisis scenario o Define situations and messages o Prioritize in order of importance o Prepare Crisis Alerts o Message content, parameters o Delivery insurance – back up Admins, mobile o Test, test, test o Adjust o Repeat for the next message type
  22. 22. SnapComms provides a reliable channel to deliver crisis communications quickly and effectively. For more information visit SnapComms.com Sign up for your free trial today! Free 30 Day Trial
  23. 23. Right Message, Right Place, Right Time. Every Time.

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