If there’s one thing that is common to every business under the sun, it is crises. If things can go wrong, they will. Frankly, there are more ways that things can go wrong, it seems, than ways in which they can go right. You may run a tight ship, but your entire business could end up in scandal as a result of the actions of one employee.
Though not a true crisis management guide, we are going to offer up some of the most useful tips for crisis management. If worse comes to worst, remember that a reputable, dependable, and experienced PR company can work wonders. Later, we will introduce you to just such a company.
Always Keep a Cool Head
No crisis was ever made better by someone losing their head! In no time at all, everything will go horribly wrong when organization-wide panic ensues. Ordinarily, you can avoid people going off message with an appropriate crisis management plan and ample consideration of the points listed below.
Plan and Process Social Media Responses
Does social media worsen a crisis? Well, 65% of respondents thought so in an ODM study. Information spreads through social media like lightning, whether it is incorrect or correct. In advance, set up monitoring to make control a little easier.
All companies have a general contact list, in the case of a crisis, but there should also be a “first contact” list. Communications must be done carefully. Things can go wrong in a heartbeat if you rush out a press release for the public. Before you respond to the world in a detailed manner, take a bit of time.
You may need to put a slight rush on it, however, when it comes to major clients, investors, suppliers, stakeholders, etc. These are your first contact people. In the case of a problem, these are going to be the first people who are dealt with.
Have a Signoff Process That Is Clear
It’s easy to make a crisis worse than it already is – that’s one of its worst aspects. Saying something that shouldn’t be said is probably the easiest way for things to go badly in a hurry. Things can be made worse by acting too quickly, whether it’s a poorly phrased tweet that was supposed to be well-meaning or a press release that was badly fact checked.
Where communications related to a crisis are concerned, make sure everyone knows where the final okay comes from and from whom.
Your Spokesperson Should Be Trained and Prepared
It will be someone’s role (see below) to be the spokesperson. Ideally, even though you’ve chosen them because of their capabilities, you’ll never need them. Should the press demand an interview, however, it will be good to have them at the ready. The person delivering a message has a very heavy influence on how that message is perceived. Beforehand, feel free to run them through some drills.
Your Team Should Be Organized And Informed
The sooner you act the better when a crisis hits. Who will begin putting together a response? Who needs to be informed before anyone else? Who’s going to investigate the problem? Everyone’s role is essential in a structured team. The assignment of roles helps everyone keep on task and helps avoid confusion. When work isn’t doubled up you can be swift and agile in your response.
JOTO PR For Crisis Management
To serve you, our clients, more effectively, JoTo PR breaks the old, established mold (or view) of public relations. For that very reason, we refer to our method of representation as “Anti-PR”. In this manner, we feel that we can better manage the everyday PR of our clients and apply science to the handling of crises. That very approach gives us an edge over our competition. It’s likely they are still using old, every day, established, tired PR methods. We take those and kick them up a notch, adding rocket boosters to propel your business onward and upward.
Contact us today to find out more.