Crisis communication has been an important topic for a dozen years or more, yet we still see companies/organizations failing to follow the basic rules for communicating in a crisis. They either don't make plans or they fail to carry them out. You simply cannot plan for or respond to a crisis once you're in it; you must have done this work prior to its onset so you can hit the ground running. Have you factored in the effect of social media on your crisis response? Who are your spokespeople? If you can't answer these questions, and your crisis communication plan is a work in progress, read on.
Social media adds an overwhelming complexity to crisis communication. (Item #1) Poor crisis communication can have devastating effects on a company's customer and shareholder relationships, brand perception and, ultimately, bottom line. (Item #2) Swiftly respond to emergencies and help prevent future problems by having a solid crisis communication strategy. (Item #3)
In a crisis, human resources plays a critical role in getting workers the information they need when they need it. (Item #4) Because the first two days following a crisis are the most critical, preparation is a key factor to ensure the situation is dealt with as quickly and efficiently as possible. (Item #5) It's impossible to prepare for and manage a crisis concurrently. (Item #6)
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