Crisis Communication

Crisis communication, a critical piece of crisis management, is an area often neglected when developing a business continuity plan. When you are writing your plan, make sure you have covered all the possible aspects of this area, everything from how to communicate with your employees to what to say to the media, who's going to do the talking, and getting control of the message. This week's articles can help you fill out the missing parts of the crisis communication plan.

Don't forget the importance of social media in crisis communication. (Item #1)   These lessons from a communications specialist shed light on some things to consider. (Item #2)   You have to practice your crisis communications plan just as you would a fire drill. (Item #3)  

Are you really prepared to communicate in a crisis? (Item #4)   How does risk communication fit into the war on terror? (Item #5)   When Kony 2012 burst on the scene, it was quite a crisis communications challenge; the organization behind the video offers lessons in this article. (Item #6)  

As always, we look forward to hearing your comments & insights regarding business continuity. If you have a topic you'd like us to cover, email me at [email protected].

Bob Mellinger, President
Attainium Corp

1. Social Media and Content Marketing Imperative for Crisis Management

A few years ago, when a company faced a crisis they were expected to contact television stations, send press releases, hold a press conference and write letters to the editor. While the principles of crisis communication haven't changed ("no comment" is still a bad response) companies need to begin adding two key components to their crisis communication plans: social media and content marketing.
http://www.business2community.com/public-relations/social-media-and-content-marketing-imperative-for-crisis-management-0147816#jcvSWrskvkLMkp7V.99

2. Five Steps to Better Crisis Communications

As a communications specialist, I am often called upon for "crisis communications" projects-helping companies respond to and recover from a crisis. In the past five years, I have been directly involved with spinach, lettuce, tomato, strawberry, and dairy operations dealing with food crises. In most cases, trouble at one operation seriously damaged an entire industry. The lessons I learned about rebuilding reputations and brands can be applied to almost any company involved in a crisis, food related or not.
http://www.businessweek.com/smallbiz/content/aug2010/sb20100831_024818.htm

3. Fire Drills: Communications Strategy in a Crisis

Just as your office building needs a fire drill, your communications strategy needs an emergency plan. Every site or service will fail eventually; it's only a matter of when or how. An emergency communications strategy ensures you know where the exits are, when and how to take them, and where it's safe to assemble while the fire rages, so that you can act quickly and confidently-even under pressure. Most importantly, it guarantees that the tricky task of crisis communication can be handled effectively regardless of which member of your team is available.
http://www.alistapart.com/articles/fire-drills-communications-strategy-in-a-crisis/

4. Communicating in Crisis Situations

What would you do if your company's president suffered a fatal heart attack days before the company issued an IPO on the stock exchange? What if the president is incapacitated for an extended period? How would you communicate with your key stakeholders in the event of extreme weather conditions (i.e. multiple hurricanes, tornadoes, ice storms, etc.)? Is your company prepared to weather the storm of an Avian Flu Pandemic? Have you considered how it might impact your business? And, do you know how to get information to those that need it during a health emergency.
http://www.stratcommsolutions.ca/PDF/Communicating%20in%20Crisis%20Situations%20-%20FINAL.pdf

5. Risk Communication and the War against Terrorism: High Hazard, High Outrage

The terrorism risk in the United States today is a high-hazard high-outrage risk - and yet I don't think everything is working as it should. To start trying to understand what is wrong, I need concepts that aren't as central in the two traditional paradigms, concepts like panic and denial, misery and helplessness, shame and guilt.
http://www.psandman.com/col/9-11.htm

6. Five crisis PR lessons from 'Kony 2012'

The white-hot viral video drew major criticism, which the organization behind the campaign addressed adroitly. Last spring, the issue became a trending topic on Twitter and Google, and the video grabbed more than 55 million views on YouTube. However, it also drew sharp criticism from people, who said the nonprofit simplified an issue, supports military intervention, and misspends funds. Of course, it didn't take long for media to catch on, turning Invisible Children's awareness campaign into a crisis communications challenge. Ultimately, the organization has some important lessons to offer for everyone working in nonprofit PR when faced with a media storm.
http://www.ragan.com/Main/Articles/5_crisis_PR_lessons_from_Kony_2012_44544.aspx