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Crisis Communications – Part One: Planning


by Pete Loscocco on 27 September 2016

Recent news has demonstrated once again the importance of having a crisis communication plan in place well before employee misconduct, a product recall or accident shines a bright and unforgiving spotlight on your business. Unexpected events can happen at any time but with a plan in place, you’ll be better prepared to successfully communicate key messages.

Over a series of posts, we will discuss each of these steps starting with today’s post on the core questions you need to ask when working through your crisis communications planning.

When a crisis occurs, you have little time to react. Having the answers to some basic questions will help the process of responding run smoother. Before anything happens, think about the following questions:

– Who is your crisis team? Determining a core group of people from across all divisions of the business will let each group have a say and allow for a quicker response.

– Who needs to approve any communications before it goes out? Determine who ultimately has the final say in the response so they can be notified and prepared in the early stages.

– Do you have the technology in place to respond to your audiences accordingly? Do you have the contact information for your board of directors, employees, customers, community and media?

Once you have the basics in place, you can begin to address the situation and craft your messaging.

Part two of the crisis communications series will discuss creating crisis holding statements.