Winston Churchill once said that a lie gets halfway around the world before the truth has a chance to get its pants on. This is also true of news about a crisis and your response to it. You have to be ready to talk to all stakeholders when a crisis occurs, as soon as it occurs -- to get out in front of it. The first response does not have to be definitive, because you will need to refine the message as you learn more about the situation. But you do have to respond. This issue can help with your response... and check out the worst crisis communications mistakes in Item #5.
The basic steps of effective crisis communications are not difficult, but they require advance work in order to minimize damage. (Item #1) Let’s take a look at who’s done crisis communication poorly, who’s done it well, and finally, how user experience professionals can lead the charge within their teams to champion a proactive crisis communication plan. (Item #2) Dealing with a technical crisis can be a major support headache; here’s what to do when things go wrong. (Item #3)
If there’s one area where organizations stumble when responding to breaches, it’s in keeping stakeholders informed, and doing that job well requires having plans in place long before cyber-criminals come calling. (Item #4) There are 13 key elements to creating a successful crisis communications strategy; check these tongue-in-cheek examples of how companies continue to get even the basics wrong. (Item #5) This article provides some of the best examples of crisis communication. (Item #6)
For the full issue, click here.