A crisis can emerge at any time and it can come in many forms; it might be a faulty product that needs to be recalled or a totally unsuitable comment that an employee made on social media. How you communicate this can make all the difference to your business.
Crisis management is something that every organisation needs in order to best handle a negative situation should it ever arise. If you would like to prepare your management team on how to handle a crisis, there are specialist providers who can help.
The Importance Of The Right Communication
If your key staff undergo social media crisis communication training, this could avert a disaster, as people tend to make comments on social media without really considering the implications. Indeed, when a crisis occurs, social media platforms are often used to communicate this, and by planning responses to given scenarios in advance and deciding who will make statements, you will be well-prepared if a crisis should ever occur.
What Crises Could Occur?
Part of the crisis management planning is to analyse your business and its practices to define what potential crises could happen. These might include any of the following:
• Data Breach
• Natural Disasters
• IT System Failure
• Crises That Affect Customers
• Crises That Threaten a Businesses Reputation
• Faulty Product
By listing all the possibilities, you can then concentrate on potential responses, composing statements and deciding who will issue them. Once you make a statement about anything, it cannot be retracted, therefore, in a crisis situation, it is paramount that you have reviewed the statement or comment and are certain that this is the best possible response to the given situation. Here is a very informative article on the subject of crisis management and continuity planning, which is recommended reading for all.
Things To Avoid
When issuing a statement regarding a business crisis, there are certain things you should avoid. They include the following:
• Avoid Speculation – speculating can lead to all kinds of misunderstandings.
• Avoid Portioning The Blame (unless this is the most suitable thing to do)
• Avoid Telling Untruths – a lie will usually lead to another lie, and so on.
• Avoid Making Promises You Cannot Keep
Honesty Is The Best Policy
Image credit: Pixabay
It is always best to be honest when dealing with a crisis, which doesn’t mean you have to give out all the information you have, as it might not be in your best interest to reveal some information at a specific time. Making false statements can be very dangerous, and you should always run any statements through your legal team before issuing, just in case you are leaving yourself open to legal action by a third party.
Taking The First Steps
If you would like to create a crisis management plan that covers every eventuality, the first thing to do is search online for a crisis management specialist, and they can assist you through every stage of the process. With an expert in your corner, you and your key staff will learn how to formulate a plan that will limit the damage caused when a crisis occurs.
Header image credit: Freepik