Communication crisis planning & organizing

CRISIS COMMUNICATION

PLANNING AND ORGANIZING

crisis communication

the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization's performance and generate negative outcomes

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

1. Anticipate Crises

Responses

Best-case/Worst-case

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

2. Identify Crisis Communications Team

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

3. Identify and Train Spokespersons

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

4. Spokesperson Training

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

5. Establish Notification and Monitoring Systems

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

6. Identify and Know Your Stakeholders

10 Steps of Crisis Communication (Jonathan Bernstein)

PRE-CRISIS

7. Develop Holding Statements

"We have implemented our crisis response plan, which places the highest priority on

the health and safety of our guests and staff."

"We will be supplying additional information when it is available and

posting it on our website."

10 Steps of Crisis Communication (Jonathan Bernstein)

POST-CRISIS

8. Assess the Crisis Situation

10 Steps of Crisis Communication (Jonathan Bernstein)

POST-CRISIS

9. Finalize and Adapt Key Messages

10 Steps of Crisis Communication (Jonathan Bernstein)

POST-CRISIS

10. Post-Crisis Analysis

“A crisis will happen in the life of most organization. Taking time NOW to prepare for a crisis – even if you think it will never occur – and how to communicate to the news media during a crisis is the organization’s best defense.”

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT:

A STRATEGIC ANALYSIS AND PLANNING MODEL

( James E. Lukaszewski)

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

1. Candor

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

2. Explanation

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

3. Declaration.

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

4. Contrition

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

5. Consultation

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

6. Commitment

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

I. Operations Dimension

Processes:

7. Restitution

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

II. Victim Management Dimension

The company must empathize with the victims. Listen to their complaints or concerns. Assure them that the company cares and works speedily to fix whatever caused their issue; follow-up with them to offer not only retribution to the immediate issue, but an opportunity to return to the company with some sort of perk or freebie.

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

III. Trust and Credibility Dimension

Seven trust-building, fear-reducing and credibility-fixing behaviors:

Provide information.

Ask input.

Listen carefully

Show change for the better.

Stay in touch with the victims- update them on new changes within the company.

Speak in plain English - this is no time for technical jargon.

Bring victims/involuntary participants into the decision making process

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

IV. Behavior Dimension

Good crisis plans are structured to work directly against, anticipate, and eliminate negative behavior patterns.

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

V. Professional Expectation Dimension

Review the industries specific code of ethics and assure that they are followed.

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

VI. Ethical Dimension

Look at the moral and ethical questions involved in the situation and address them publicly, honestly and quickly.

7 DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT

VII. Lessons Learned Dimension

Institute companywide changes to become better and uphold promises to all interested parties.

Thank You!Reported by:

Lilybeth I. Dela Vega

EDM Student-MinSCAT Bongabong Campus