June 8, These are the notes I developed for a multinational management consulting firm that asked me to help give empathy training to its top consultant-managers. Activists are chipping away at that task with slow but significant success.
And, while some crises can certainly be horrific, every crisis can be managed. You will need to consider the appropriateness of the information to be shared during and immediately after the crisis.
If you share too little, you may raise suspicions; divulge too much and you could create serious liability for the organization. I recommend following these 3 rules of crisis communication: However, when faced with a crisis, these plans actually save critical time and resources.
You may not have all of the details for days, or even weeks, but a prompt announcement to the media and your key publics will a minimize speculation and rumor and b let audiences know you are in control. These cases present powerful lessons in PR: Never engage in cover-up, deceit, or unethical behavior of any kind.
Remember that bad behavior will always find its way to the headlines — eventually. Again, what you choose to share is critical, but it must always be the truth. You should never assume, make blanket statements, or point the finger of blame. And, while truth-telling is mandatory, you do not have to publicly assume responsibility for a crisis if there is question about culpability.
This means that their own standards of ethics, quality, accountability, integrity, and professionalism must be beyond reproach. In a crisis, everyone will be looking to the PR executive for advice, direction, and expert guidance.
If you want to develop and expand your crisis communication skills, you will enjoy COMSeminar in Crisis Communication. The course provides a comprehensive examination of crisis communication theory, application, and strategic planning approaches, along with a number of excellent case studies.
I look forward to seeing you in COM !
Learn More Debra Davenport Ph. The program can be completed in just 20 months and covers numerous topics critical for advancement in the communication industry, including crisis communication, social media engagement, focus group planning and implementation, survey design and survey analysis, public relations theory, professional writing, and communication ethics.
Also by this author.So if you’re serious about crisis preparedness and response, read and implement these 10 steps of crisis communications, the first seven of which can and should be undertaken before any crisis occurs.
STRATEGIES FOR SUCCESSFUL CRISIS MANAGEMENT John E. Spillan School of Business University of North Carolina At Pembroke analysis and construction of the proper messages to the various publics are crucially important to The time to begin .
Organizational analysis or more commonly Industrial analysis is the process of reviewing the development, work environment, personnel, and operation of a business or another type of association. This review is often performed in response to crisis, but may also be carried out as part of a demonstration project, in the process of taking a program to scale, or in the course of regular operations.
Crisis communication is an initiative which aims at protecting the reputation of the organization and maintaining its public image. Photo 1: Immersion training allows for the actual intervention at all levels of care. Here an actor is undergoing a cricothyroidotomy by the first responder.
The program can be completed in just 20 months and covers numerous topics critical for advancement in the communication industry, including crisis communication, social media engagement, focus group planning and implementation, survey design and survey analysis, public relations theory, professional writing, and communication ethics.