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Effective Crisis Communication Strategies for Organizations

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eve-pearson
11 diapositives · 285 Views · Nov 20, 2014

In times of crisis, organizations must navigate uncertain waters where outcomes can swing wildly. This guide highlights the importance of crisis communication, illustrating how a well-prepared organization can mitigate risks to its reputation and operations. From understanding the roots of crises—whether through external pressures or internal failures—to establishing a response strategy that includes assessing blame and projecting the company’s narrative effectively, organizations can safeguard their public image. Key practices include centralizing spokesperson roles and training employees in advance for effective crisis management.

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  1. Organizational Communication Crisis Communication

  2. Crisis Communication Crisis An unstable time or state of affairs in which a decisive change is impending – either one with the distinct possibility of a highly undesirable outcome or one with the distinct possibility of a highly desirable and extremely positive outcome. It is usually a 50-50 proposition. (Fink)

  3. Crisis Communication A Crisis Is Any Situation That Runs the Risk of: Escalating in intensity Falling under close media or government scrutiny Interfering with the normal operations of business Jeopardizing the positive public image presently enjoyed by a company Damaging a company’s bottom line in any way (Fink)

  4. Crisis Communication The Unthinkable Tampering: The Evil From Without (J & J: Tylenol) Unplanned Defects: The Evil From Within (P & G: Rely) Unwanted Compatibility: Evil of Parasites (Atari: Custer’s Revenge) Projections: Evil in the Mind’s Eye (P & G: Logo) (Mitroff & Kilmann)

  5. Crisis Communication Strategic Responses to Controversy Ascertaining the Facts Portraying the Problem Assessing the Blame Responding to Critics Adopting Policy Changes Instituting New Procedures Choosing Political Tactics Costs in Money/Credibility (Holcomb)

  6. Crisis Communication Handling a Communication Crisis FIVE DOS Set a broad strategy in advance Use third party support in public crisis Respond quickly Centralize the spokesperson function Train spokespersons in advance (Pines)

  7. Crisis Communication Handling a Communication Crisis FIVE DON’TS Don’t lose control of your own story Don’t fail to work with the government if there is an announcement Don’t try to minimize the problem in the announcement Don’t try to be promotional in the announcement Don’t dribble a story out (Pines)

  8. Crisis Communication Preparedness Planning Identify the Potential Crises Write Several Scenarios Go Through Simulated Crises (Wilson)

  9. Crisis Communication Preparedness Planning Identifying Potential Crises From Without From Within From Parasite From the Mind

  10. Organizational Communication Crisis Communication\ END