How To Compose A Crisis Communication Plan?
Emergencies would be far less stressful if they gave us advance intimation. There would be no need to plan for them. Regrettably, this is not the case. Crises strike when you least expect them. And, if you wait until a crisis occurs to begin preparation, you almost certainly fail to escape disaster. Therefore, every firm must have a crisis communication plan in place.
What is crisis communication?
The release of information by an organisation to resolve a crisis that affects customers and the organisation's reputation is crisis communication. Part of crisis communication planning involves writing down a plan. This might be tough for some firms, so the following steps should help:
What to include in a crisis communication plan?
Decide on the objective
Before beginning, your team must figure out what the goal is. In a crisis that threatens the organisation's reputation or routine business processes, this plan establishes a structure for communication with internal and external stakeholders. It guarantees that every component of your strategy is focused on the same objective.
It is critical to identify who the plan is intended towards while creating it. Make a list of all the people you must keep updated on the problem. Employees, customers and users, partners, investors, media outlets, the Government, and the public are likely on this list. In a location-based crisis, the latter likely involves social media followers or community members. In your plan, ensure to offer relevant contact information for each of them.
Create fact sheets
Your crisis communication planning must specify who on your team oversees creating crisis fact sheets. They are lists of publicly available information about the crisis. They keep rumours and misinterpretations away from the media. Besides, you should set a deadline for completing these fact sheets. You need them within 24 hours, six hours, or even 30 minutes, depending on the severity of the situation.
Create a hierarchy
The team that reports a problem is not always the team in charge of the crisis plan. As a result, develop a hierarchy describing how information gets exchanged inside the organisation. That way, whoever notices a crisis developing will know who to contact first. Your team's structure decides this sequence. The CEO or President of the organisation must get notified first, followed by the communications or public relations team.
The plan must also specify what information is to be given to these parties right away. It includes the problem, the cause, and any existing backlash.