What to do in Crisis – Part I
This is the first of a three-part blog series on preparing for and communicating in a business crisis. The series will include:
- Communicating in a Crisis
- Establishing a Crisis Plan
- After a Crisis Occurs
So without further ado here is Part I - Communicating in a Crisis
First off, it is important to note that there is no “simple” list of steps of how to handle a crisis in the business world. Each situation is different. Some are local, some regional, some national and some global. Some involve life and/or death. Some involve a natural event. Some cause huge loss of money. These are just a few of the many scenarios that you could face in crisis. However, one consistent in crises is how to handle them. An organization needs to be ready and be very thorough if it wants to minimize the potential tremendous negative impact to its reputation during crisis. To be ready means to have a crisis communications plan in place before something happens.
Several action steps should be part of any crisis plan. An organization must communicate immediately, accurately, honestly and fully. There are no short cuts. Note: if you do not understand these words especially immediately, accurately and honestly, look them up in the dictionary. And while you are at it, look up the word fully too.
It is essential that an organization be ready for something to happen because crises occur in any business category, no business is immune or different when it comes to this point.
The remainder of this three part series of blogs on crisis will provide suggested lists of steps to take or to be aware of as one decides what the next steps are in crisis.
In any event, involve your public relations professionals and your attorneys along with the most senior leaders (CEO, COO and CFO) of any organization. Immediate action is critical to begin the communication process to key audiences. If an organization does not have public relations professionals or attorneys, finds ones you can work with in advance and have them on stand-by.
Part II of this series will focus on establishing the crisis communications plan. Be sure to check back in a day…
June 8th, 2010 at 8:29 am
John - great topic with all that is going on the world right now. Just the idea of communicating consistently and regularly during a crisis is important. The official at Viriginia Tech held a news conference every day for a few weeks, even if they had nothing new to report - just to let the media and public know what they were still working on and admittting to what they were still looking into. It was transparent before the word became a trendy buzz topic. Smart and easy.