Communication Crisis Management

Crisis Management

Crisis management is a critical organizational function.  Failure can result in serious harm to stakeholders, losses for an organization, or end its very existence.  Public relations practitioners are an integral part of crisis management teams.  So a set of best practices and lessons gleaned from our knowledge of crisis management would be a very useful resource for those in public relations.  Volumes have been written about crisis management by both practitioners and researchers from many different disciplines making it a challenge to synthesize what we know about crisis management and public relations’ place in that knowledge base.  The best place to start this effort is by defining critical concepts – See more at: http://www.instituteforpr.org/topics/crisis-management-and-communications/#sthash.I0AMYeqU.dpuf

The 10 new rules of crisis communications

1. Communications are now a 2-way street, whether you want them to be or not.
2. Real-time is not just a suggestion but an expectation of your audience. An expectation that will not turn in your favor if unmet.
3. Informative is the only way. If you’re not informative somebody else will be – on their own channels that you have zero control over.
4. Listen, listen, listen! Listen to what others are saying, what they’re not saying and where they are and are not saying it.
5. When you combine real-time and 2-way you get responsive. Your audience will be responsive and so must you.
6. Sincerity, honesty and apologies go a long way. But remember: actions speak so much louder than words
7. Humans dealing with humans. Your brand may be a brand, but it is run by humans communicating with other humans. Act like it.
8. Adaptability and flexibility are highly recommended. Adapt your crisis communications for different platforms and audiences that you need to communicate your messages with and on.
9. Twitter-friendly communications are your friend. For every update, response and statement you release, have a Twitter version (and check out this cool tool)
10. Communicate with your staff throughout the entire crisis. Internal communications are key to today’s successful crisis management.

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