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Communication in crisis

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Communication in crisis

Published in: Leadership & Management
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Communication in crisis

  1. 1. COMMUNICATION IN CRISIS When it is not Business as Usual Effective Communication
  2. 2. WHAT IS CRISIS  A crisis is anything that has the potential to significantly impact an organization  A situation that :  reaches a critical phase and is threatening towards people or property  seriously interrupts the business  significantly damages reputation  negatively impacts the bottom line
  3. 3. TYPES OF CRISIS  Natural Disasters:  Tornadoes, earthquakes, hurricanes, floods, droughts, severe storms  Product Recall:  Misbranded, adulterated, or violative product in the market  Mistakes that cause significant damage or loss to the company.  Hazardous Materials & Medical Emergencies:  Spills, leaks, build up of toxic materials  Heart attacks, broken bones, lacerations  Technological Breakdowns & Utility Failure:  Software failures, hardware failures, infrastructure collapse, computer viruses,  Power outages, gas, water, sewer, garbage  Workplace Violence & Organizational Misdeeds:  Violent actions against other in the workplace.  Deception, management misconduct, misrepresentation, illegal actions
  4. 4. CRISIS COMMUNICATIONS  Communication should be such that it :  reduces tension  demonstrates a corporate commitment to correct the problem  takes control of the information flow
  5. 5. VARIED AUDIENCE  Depending upon the nature of crisis, it involves communicating with a variety of audience like :  Investors  Customer & Supplier  Regulators and Lawmakers  Press  Employees  Competitors  Public at large
  6. 6. DIFFERENT MEANS OF COMMUNICATION  The mode of communication to be adopted is determined by the nature of crisis and audience to be addressed  Mass Media  Traditional (press / TV / hoardings)  Social e-media (facebook / twitter)  Website  Email  Telephone  Facsimile
  7. 7. FOLLOW UPS  Post resolution of crisis it is important to keep in touch with the affected audience by :  Focusing on the needs of those affected  Addressing their continued concerns  Thanking outside partners who helped us resolve the crisis situation  Recapitulating the situation after crisis  Setting Emergency Procedures Manual for future non-occurrence
  8. 8. DOS  Immediate action  Elect chief spokesperson  Impart TRUE information  Issue regular situation updates  Explain in detail the Action Plan  Target communication towards the affected in courteous and compassionate language  Keep up to the commitments and regain trust
  9. 9. DON’TS  Keep away from passing the buck  Avoid issuing self-serving messages  Refrain from using technical jargon  Avoid issuing conditional regrets and untimely press releases  Prevent employees from communicating on behalf of the organization. Have a responsible spokesperson.
  10. 10. KEY REFERENCES  Jonathan Bernstein(2013) “The 10 Steps Of Crisis Communications”  Duffy, Cathy (2004). “Crisis management vs. risk management”, Global Trade Review.  Seymour, M., Moore, S. (2000). Effective Crisis Management: Worldwide Principles and Practice.
  11. 11. THANK YOU Emerge with reputation intact after a crisis threatens your organisation

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