Ewan Robertson outlines how companies can manage communications during a crisis

Ewan Robertson outlines how companies can manage communications during a crisis

When an organisation faces a crisis, the demands on its leaders can seem unmanageable.  The speed and unexpected nature of a crisis can catch even the most sophisticated organisation unawares – could Disney+ have anticipated the #CancelHamilton backlash? 

While the best crisis management plans have anticipated potential issues and proactively addressed the problems, it isn’t always possible.

So what can you do when a problem hits? We’ve put together 10 top tips for managing communications during a crisis.

  1. Assess and plan: Take an objective view of the issue you face. Is it a genuine crisis? 
  2. Mobilise your crisis communications group: Monitor all social channels and media enquiries
  3. Gather information: Use multiple reliable sources, verify it, and feed it back to the team
  4. Review all current messaging: Is it still appropriate? Do you need to turn off scheduled activity?
  5. Be consistent: Your tone may vary, but the core of your messaging should remain the same
  6. Have clear channels: What will you use to communicate your messages? Establish a protocol
  7. Media response: Identify a spokesperson. Develop a reactive media statement and a Q&A
  8. Keep your word: No matter how you respond to the media deliver what you promise
  9. Keep communicating: How can you support your stakeholders during this time?
  10. After the storm: Analyse your response when the crisis is over. How can it be improved?

For further information, or to speak with a member of our crisis team, please contact:

Ewan Robertson on corporate@citigatedewerogerson.com / +44 (0) 20 7025 6400

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