When a crisis emerges and a fast response is required, you need to know how to react appropriately, professionally and calmly. This is so important during a challenging situation and can determine how a company and/or spokesperson is viewed not only during the crisis, but in some cases forever, due to the digital age we live in. In order to come out intact, read our crisis management top tips below:
- Preparation is key in crisis management. The more prepared and professional you are, the better.
- In a crisis, people will always remember how the company behaved not necessarily the details of the event and so the spokesperson (CEO) is extremely important.
- How the spokesperson comes across is critical, so a top performance will help survive the crisis.
- Ensure you have up to date list of all stakeholders including media who you need to communicate with as you will need to communicate rapidly.
- Once a crisis has emerged, take an hour to compose your initial response – remain calm, considered and concerned.
- The initial response is critical and should be written by someone who is highly experienced in this area to avoid further damage.
- Ensure that any comment is only delivered through the appropriate comms channel as standard operating procedure.
- Keep the spokesperson of the company separate to those handling the communications. There should be a face and voice of the company and communications handlers in the background.
- Aggressive crisis training for a CEO at least once a year will be extremely beneficial because during a crisis the media attacks can be vicious, and so they should be fully prepared to handle it.
- During the aftermath, it’s important to thank staff who have been involved and worked to mitigate the crisis. Loyalty and appreciation will help ensure you can rely on them again when another crisis emerges, and there’s an 80 per cent chance it will within a five-year period.
For more Clareville blogs, click here.