Category: Communicating In Crisis – Special Blog Series

A crisis is the ultimate test of a company’s reputation and competency with the potential to jeopardize corporate identity and interrupt business operations. The response will obviously include communication. Investigations could ensue, victims and their families of whatever went wrong will likely require answers, and the media will ask tough questions - all reasons why handling a crisis properly is vital.... Read More

For businesses or organizations facing a crisis, there are just two outcomes – success or failure. And the failures seem to take on a life of their own, supported by insatiable conversation, usually involving all the wrong people. We’ve seen these communications failures time and time again: Sports franchises. Investment firms. Auto, food and CPG manufacturers. Restaurant chains. Most often,... Read More

Responding to a crisis requires a crisis response team, not merely a person. And while communication is essential, activating this team must come first. Communication with specific audiences comes last. Initial steps are key and, because of the rapid pace of new and emerging media, these initial actions should occur fast enough to allow for your first public communication to... Read More

If you're planning on talking to news media, please understand: Contrary to belief, reporters are usually not “out to get you.” They’re not approaching the telling of your story with the specific aim of ruining your reputation, damaging your organization or portraying your industry in a negative light. The media are, however, looking for a good story. Unfortunately, good news typically centers on... Read More

The importance of emotion and addressing it in crisis communication is underscored when we consider communicating internally. Emotion guides most all of human behaviors involving choice. The most notable choice in crisis is loyalty – among employees and other stakeholders. Preserving and fostering loyalty requires information and predetermined, pretested channels of message delivery. Without information, loyalty erodes rapidly. Employees’ needs... Read More

Predetermined crisis messaging should serve to begin your response to a crisis. Still, the messaging may require fine-tuning to be applicable to the situation confronting your organization. A message, or key message, is a thought that supports what you are saying and reinforces your point. A key message ultimately makes it clear what you’re asking people to do, how you... Read More

The time before a crisis, when your organization is conducting business as usual, should be used to build and test plans, foster increased communication within the organization, and reduce or eliminate risks that could lead to trouble - a great time to build crisis resources and templates. Building traditional and social media communications channels takes months or years of work and engagement... Read More