12 step guide to crisis communications
TRANSCRIPT
communications
12-step
crisisguide to
4 sets of 3 things you really need to know when things start to go WRONG
The three types of
c r i s i s
Crisis type 1:
operationalYour organisation has been hit by an serious incident such as: • Industrial accident• Strike• IT failure• Cyberattack• Kidnapping• Terrorist attack
Crisis type 2:
ethicalSomeone in your organisation has made some very bad decisions and indulged in bribery or corruption, or agreed to work with unethical clients or suppliers
Crisis type 3:
confectedYour organisation is the victim of false claims, which the media are reporting as if they are true
The three phases of a
c r i s i s
Phase 1:
mayhemImmediately after an incident, media coverage concentrates on chaos and disruption. The situation is changing rapidly and facts are often unclear.
Phase 2:
mastermindThe media start looking for experts who can explain what is happening and who is responsible.
Phase 3:
manhuntThe hunt for those to blame for the crisis is in full swing. The media wants them to be identified and punished.
qualitiesthree
You must demonstrate in a crisis
Quality 1:
caringYour understand the seriousness of the situation, have sympathy for those affected and are committed to making things right
Quality 2:
controllingYou are in control of the situation or are taking effective, rapid steps to gain that control.
Quality 3:
competentYou have the people and technology needed to manage this crisis and are using them effectively to do so
messagesthree
You must get across
Message 1:
concernWe understand the gravity of the situation and why people are concerned about it, and recogniseit needs to be put right
Message 2:
actionWe are taking action to address the crisis, care for those involved and ensure it does not happen again
Message 3:
perspectiveThis incident, while serious and regrettable, is just one part of our operations which run successfully across the rest of our organisation
X
Remember...Three types of crisis Three phases of a crisis
Three qualities you must demonstrate Three messages you must get across
• Operational• Ethical• Confected
• mayhem• mastermind• manhunt
• caring• controlling• competent
• concern• action• perspective
To get your organisationready for a crisis before it happens, contact us.
www.thamesadvisors.com
Based London, UK