18. Planning both operating and communication response strategies and programs in anticipation of future crises
19. Assuring the flow of reliable information between all staff and managementGetting started
20. Team members should be senior management from the following areas: Manufacturing/Production Marketing Studio, Division or Business Unit Operations Executives General Counsel Public Affairs Environment/Health/Safety/Security Human Resources Engineering/R&D Crisis Communication
21. The right spokesperson? You don’t necessarily want the president of your company as your spokesperson. You need someone higher than him/her to clean up messes, should one occur.
48. Talk to your employees and remind them that they are representing you
49. If you do create a page for your company, monitor it regularly, start discussions, add events…etc.Best Practices: Social Media
50. While it is not feasible to script your response to a given situation, the following can be crafted in preparation: Right now, our primary concern is for the welfare of our (employees/customers [and their families]). We’re doing all that we can given this situation, and everything else is really peripheral at this time. What we know about the situation right now is this: XXXXX. [Do not speculate; do not say anything not verified. If you don’t know, say so. It’s perfectly all right not to know]. As we ascertain new information and are able to verify its accuracy, we will be certain to relay this news to you as quickly as possible. Prepare verbiage now!
51. Don’t comment on financial performance. “That’s a question that would best be addressed by someone from our corporate office. May I have them get in touch with you?” Don’t comment on areas outside your core expertise – either corporate or personal. “That’s not quite my area of expertise, so I’d hate to speculate and give you misleading information. If you’d like to follow up after the meeting, I’m happy to direct you to the right contact.” Don’t be forced to directly answer poorly worded or leading questions. Bad response: “We’re not buying out Competitor X.” Better response: “As a matter of policy, we don’t comment on industry rumors.” Dealing with the media
52. If you aren’t ready to speak: Tell the media that your spokesperson will contact them at ___time. Remind the media that safety is your first priority at this point, and you will be happy to be interviewed and follow up after you secure the site and ensure your employees are safe. Watch what you say and how you act. Remember to show the media that you are cooperative, and, although your employees are your first priority at this point, you will coordinate with them at a later time. Dealing with the media
68. “If you’re not part of the conversation, then you’re leaving it to others to answer questions and provide information, whether it’s accurate or incorrect. Or, even worse, you may be leaving it up to your competition to be the resource. Yes, there will be negative comments. Yes, you’ll invite unsolicited feedback. Yes, people will question your intentions. Negativity will not go away simply because you opt out of participating. Negative commentary, at the very least, is truly an opportunity to change the perception that you did or didn’t know existed.” It’s All About Dialogue
![[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)