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.
- Assess and plan: Take an objective view of the issue you face. Is it a genuine crisis?
- Mobilise your crisis communications group: Monitor all social channels and media enquiries
- Gather information: Use multiple reliable sources, verify it, and feed it back to the team
- Review all current messaging: Is it still appropriate? Do you need to turn off scheduled activity?
- Be consistent: Your tone may vary, but the core of your messaging should remain the same
- Have clear channels: What will you use to communicate your messages? Establish a protocol
- Media response: Identify a spokesperson. Develop a reactive media statement and a Q&A
- Keep your word: No matter how you respond to the media deliver what you promise
- Keep communicating: How can you support your stakeholders during this time?
- 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 firstname.lastname@example.org / +44 (0) 20 7025 6400