Grounded Communications Director Ingrid Svendsen explains how to handle internal and external communications during a crisis. This includes how to manage critical incidents such as deaths or major injury; sensitive divestment or other change management processes; Coronial Inquests and other legal Proceedings, and serious staff or executive misconduct.
Who is affected?
Will the news spread?
What would stakeholders expect of you?
What are your legal obligations?
Questions to ask
A serious issue requiring proactive management that has the potential
o negatively affect the reputation of the organisation
o impact on the smooth running of the organisation
o involve significant adverse media or stakeholder attention
Defining a crisis
First hour actions
Immediate public response if needed
Crisis communications planning
First day priority
Convene crisis communications team
Who is affected, who needs to know
Media engagement if needed
Stakeholder engagement – internal/external
A day one checklist
Reconnaissance Initial assessment, holding response
Response Detailed assessment, media and communications strategy
Reassurance Focus on stakeholders
Regroup Review, prepare for subsequent stages and “next time”, reputation
Check your crisis communications
Do we have a crisis communications
Has it been reviewed in the last 12
Are we trained?