Communication in times of crisis

Crisis planning can reduce crisis risk and speed up crisis response

Top five benefits of developing a crisis response plan:

  1. The mere act of creating a plan often establishes heightened awareness of crisis risks throughout the organization. By identifying and prioritizing the events that could threaten normal business operations, an organization can take a big step toward establishing a risk aware culture that embraces the idea that things can go wrong so it is worth devoting time and resources to anticipating potential problems.
  1. Crisis planning can reduce the seriousness of a crisis. Once an organization has identified high-priority vulnerabilities, the list can provide the basis for initiatives aimed at reducing risks.
  1. Crisis planning reduces the time it takes for an organization to respond to a crisis. In this era when everyone carries a smartphone capable of going live with video for a worldwide audience, organizations must respond effectively and immediately when crisis hits. A crisis response plan establishes responsibilities and provides a framework for decision-making designed to involve leadership and accelerate response.
  1. Crisis planning helps an organization identify a crisis. It is common for organizations in crisis to fail to identify the seriousness of their situation until more harm is done than is necessary. A crisis plan includes a clearly articulated definition of what constitutes a crisis so the crisis plan can be activated and leadership mobilized. Every organization has its own parameters for a crisis. We believe a crisis is an event's impact on normal business operations and most of all on its reputation because of negative media coverage.
  1. Crisis planning can remind an organization what matters most. In a crisis, it is easy for a company to take on a victim mentality. However, assuming the role of victim is just about the worst thing a company can do in a crisis. A crisis plan includes the company's mission statement to ensure the company's actions and words are consistent with its core ideals. A crisis plan also lays out a few universally applicable crisis messages: We Care, We're Responding and We're Investigating (or helping with the investigation).

Ensuring that a caring and compassionate message is at the forefront of an organization's public response to crisis can go a long way in positioning the company positively even if the circumstances are terrible.

Managing Crisis Communication - No matter if it is a software, service or product failure, InfoSol helps you to navigate the storm. Our process guides clients from plan – communication where the crisis started - to real-time monitoring and issue escalation.