Crisis Management Techniques
When creating a crisis management plan, it’s important to analyze the risk your organization has. Developing a crisis management plan with Tucker/Hall will help to determine the appropriate techniques to manage the types of crises you may face.
You may face a backlash from public opinion or can foresee a wave of negative criticism from your future business decisions. Developing a public relations strategy well in advance can help minimize the impact or reduce the spread of negative publicity in the months after the crisis.
Below is a description of popular techniques used in crisis management, but if you have any superfluous questions please feel free to contact Darren Richards with Tucker/Hall at 813.228.0652 or via email at firstname.lastname@example.org.
“The best defense is a good offense”
This prominent cliché holds truth during a crisis. Developing a crisis communications plan helps you effectively handle the situation because you’re prepared. It also helps identify and avoid unmitigated risks in a crisis.
Rather than defending your actions to elicit more responses from the press and public, be prepared to deliver an apologetic response – one which conveys your proactive solution to the situation at hand.
Communicate, and then Communicate More
A trusted technique in a crisis is to have wide-open communication channels and be honest about what you know—and don’t know. By being completely transparent, you earn the trust of the audience watching your every move. This includes giving updates to key people as you receive new information.
If there are no changes in the situation, communicate that as well. Also, don’t be afraid to say, “I don’t know.”
Simply put, honesty is the best policy. In any developing situation, people will understand that you don’t have all the answers.
Some companies choose to remain silent when they’re under public scrutiny to avoid saying the wrong thing. While giving an unpopular response can be hard to recover from, giving no response is usually much worse.
Respond quickly in the face of a crisis. You can become part of the solution by immediately being a source of information. Even if you don’t have all the facts, it can be reassuring for people to see you’re aware of the problem and are working on a solution.