No matter how talented your team is, crisis management is not something done best on the fly. While obviously some improvisation is necessary, it’s important to create a plan and follow through. That’s why, as Risdall McKinney PR president Rose McKinney wrote in a recent article, “protocol counts.” A quote:
Protocol counts. If there’s not a communications protocol in place, you need to quickly establish one – and stick with it — so that the crisis response team can be effective. Determine who needs to be involved, determine the facts of the situation including the timing, determine who will speak, determine the order of communications (any victims, employees, board, customers, media) and the channels available to reach fundamental audiences. Agree to the protocol and then share it with everyone so there is no confusion about who’s doing what and who’s talking to whom. This is especially helpful for front-line employees who may not know how to handle a phone inquiry, reporter in the lobby or even an e-mail that they get from a friend.
Remember, every employee is a potential spokesperson for your organization, especially these front-line employees, who will be the first point of contact for anyone looking to get in touch with your organization. Whether responding to a standard phone call or warding off an ambush interview outside the office, everyone must be aware of the crisis communications plan and stick with it.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/