Public Relations Tips: Crisis Planning

A crisis communication plan is not complete if it fails to address the role of spokesperson.

One of the most important elements of your plan is determining who in the company can most effectively talk with the press.

You may find as you meet with people that many have never had any formal media training. Offer to conduct media training for those who need or want it.

If a manager expresses reluctance about being a spokesperson, simply equate talking to the media with giving an important presentation. The skills necessary for success in both arenas are very similar. Essentially, it's all about poise, communication skills, careful consideration of thoughts before turning them into words, and preparation.

Crisis Communication Planning: Organizing and Completing a Plan That Works provides companies with valuable tips for creating a successful and complete crisis communication plan.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:36 AM | Permalink | Comments (0)

Functional crisis communication plans start with effective internal communication.

Sadly, during crises, the internal communications piece is often overlooked. When that happens, employees often feel betrayed by management. If your leader is reticent about communicating internally, you can sell him or her on the idea by illustrating how it is another chance to gain political capital and earn allies throughout the organization.

We recommend that one of the first thing that is done in the event of a crisis, even before talking to the press, is to hold a meeting, conference call, video broadcast, or whatever is easiest and fastest with your employees. If the reporters are pounding down your door, send someone out to tell them that you are holding a meeting to discuss the issue with your employees, which should be over in approximately 30 minutes, after which time you will talk with them.

The last thing you want to have happen is for your employees to hear about a problem, plant closing, or other issue from the press. They should hear it from you first.

Explore tips and techniques for writing a functional crisis communication plan with Crisis Communication Planning: Organizing and Completing a Plan That Works.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:37 AM | Permalink | Comments (0)

Functional crisis communication plans start with effective internal communication.

Sadly, during crises, the internal communications piece is often overlooked. When that happens, employees often feel betrayed by management. If your leader is reticent about communicating internally, you can sell him or her on the idea by illustrating how it is another chance to gain political capital and earn allies throughout the organization.

We recommend that one of the first thing that is done in the event of a crisis, even before talking to the press, is to hold a meeting, conference call, video broadcast, or whatever is easiest and fastest with your employees. If the reporters are pounding down your door, send someone out to tell them that you are holding a meeting to discuss the issue with your employees, which should be over in approximately 30 minutes, after which time you will talk with them.

The last thing you want to have happen is for your employees to hear about a problem, plant closing, or other issue from the press. They should hear it from you first.

Explore tips and techniques for writing a functional crisis communication plan with Crisis Communication Planning: Organizing and Completing a Plan That Works.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:37 AM | Permalink | Comments (0)

Include images in your crisis communication plan for a well-rounded and complete plan.

Collect images in electronic and paper format that aptly illustrate key areas of your business. This may seem excessive, but print press will usually want a current headshot of any spokesperson you put in front of them. A straightforward format is best, with the subject looking directly at the camera to avoid creating the impression that your spokesperson is evasive. An expression that is somewhere between a smile and a serious face is also best.

You will be glad you have headshots during a crisis too because the last thing in the world you will want to do is schedule photos. Plus, people dealing with a crisis are often not particularly photogenic.

If you are with a big firm, make sure there is consistency with the shots. All executives should be well-kempt and in formal, professional dress. It's often a good idea to schedule publicity shots all around the same time using the same photographer. This ensures that all of the headshots have the same look and feel. It's just one more way to keep your brand image strong in the public eye.

Don K. Crowther provides solutions for crafting a complete crisis and well thought out crisis communication plan in his manual Crisis Communication Planning: Organizing and Completing a Plan That Works.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:39 AM | Permalink | Comments (0)

Include images in your crisis communication plan for a well-rounded and complete plan.

Collect images in electronic and paper format that aptly illustrate key areas of your business. This may seem excessive, but print press will usually want a current headshot of any spokesperson you put in front of them. A straightforward format is best, with the subject looking directly at the camera to avoid creating the impression that your spokesperson is evasive. An expression that is somewhere between a smile and a serious face is also best.

You will be glad you have headshots during a crisis too because the last thing in the world you will want to do is schedule photos. Plus, people dealing with a crisis are often not particularly photogenic.

If you are with a big firm, make sure there is consistency with the shots. All executives should be well-kempt and in formal, professional dress. It's often a good idea to schedule publicity shots all around the same time using the same photographer. This ensures that all of the headshots have the same look and feel. It's just one more way to keep your brand image strong in the public eye.

Don K. Crowther provides solutions for crafting a complete crisis and well thought out crisis communication plan in his manual Crisis Communication Planning: Organizing and Completing a Plan That Works.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:39 AM | Permalink | Comments (0)

In the event of a company crisis, make sure media lists are at your fingertips.

In a crisis it is important to have your updated media list in multiple formats because, depending on the emergency, you may not have access to your computer or regular files. It is often a good idea to keep a copy of this document at home if that is an option for you. Or, if you have a network you can access from a remote computer or via the web, keep your media lists in a folder on a shared drive. You could also keep a copy on your PC at home. Ultimately, in a major crisis situation, the news will often get out immediately through local TV stations, but you will still want to have your list of the people you have worked with in the past, who may be willing to listen carefully to your side of the story.

Find additional techniques for crisis communication planning in Crisis Communication Planning: Organizing and Completing a Plan That Works
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 01:40 PM | Permalink | Comments (0)

Knowing how to communicate in a crisis is a key component of a crisis communication plan.

Make sure that your plan includes a clear process for getting the news out. Some reporters like to get their news via email. Some prefer getting their news via fax. Know their preferences as it could mean the difference between getting them the story you want to tell and having them miss something or focus on the negative.

Keep in mind also the power of the Internet in communicating during time of crisis. Tools such as a blog or a content management system may enable you to instantly communicate your message to a large number of reporters and the public in case of crisis. Experience has shown that the moment a crisis hits the major national media, thousands, and sometimes millions of people will access the company's website, so this is a great way to control the message as it is communicated.

A word of caution - while trying to be complete, be aware that anything communicated via the web (or any other means during a crisis) can be used as evidence in a trial, so be very cautious in what you communicate.

Crisis Communication Planning: Organizing and Completing a Plan That Works teaches companies how to write crisis communications plans that work.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:43 AM | Permalink | Comments (0)

Creating an effective crisis communications plan starts with crafting positive public perception.

One way to ensure that you have some control over perceptions is to build strong relationships with the local media over time before the crisis ever happens. This ensures that when a crisis does occur, your media contacts are likely to be more respectful of the range of issues you are trying to address. It also adds to your credibility. Generally speaking, they need you almost as much as you need them. And in a crisis situation, they may actually need you more because you hold the key to their opportunity to tell a really big story and get some national exposure (and maybe even a Pulitzer Prize from it!). Remember, reporters are trying to get their name out in the journalism industry just as much as you are working to get positive coverage for your company.

For tips on including media communication in your company's crisis communication plan, read Crisis Communication Planning: Organizing and Completing a Plan That Works
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:44 AM | Permalink | Comments (0)

You may not know when a crisis is looming on your company. Be prepared with a crisis communications plan.

Whether big or small, no organization should be without a crisis communications plan.

Crises happen all of the time: it could be a fire, it could be a robbery, it could be a high-profile sexual harassment case, or it could be a major safety issue with one of your products. Whatever it is, it's highly likely that some kind of crisis is going to hit your company sometime in the next couple of years.

There are many aspects to being prepared for a crisis, many of which, frankly, are not worth preparing for in advance, either because of their low probability of occurrence (alien abduction of your entire management team), or the fact that many crises require more real-time attention that a crisis plan simply can't prepare for in advance.

But almost all crises have a consistent element, which you can, and we believe, must plan for in advance - how your company will communicate with the media during and after the crisis.

Why? Because how well your company manages the media during a crisis could determine your whether your company gets hurt, or even sometimes, grows as a result.

In Crisis Communication Planning: Organizing and Completing a Plan That Works, Don K. Crowther provides expert techniques and tips for creating a successful and effective crisis communication plan.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:29 AM | Permalink | Comments (0)

Want to write a successful crisis communications plan? Make it useable.

A crisis communications plan should work regardless of who is running the show. Anyone should be able to pick it up and run with it in your absence or if any of the executives involved are unavailable for comment. One safety net here is your list of back-up spokespeople. You can also ensure the plan stands on its own by making it very clear and logical. You can include:

1. Names and contact information for people who need to approve big decisions
2. Instructions on where to find press kit materials
3. A copy of this report

Although there is a lot of content to contend with, your crisis communications plan doesn't need to be overly complicated. It should also be flexible enough to deal with things that you can't foresee. You will want to refresh your plan every year or two to ensure that all of the information is current and accurate. And finally, once it is polished, be sure to share your plan with your co-workers so everyone is prepared to act when the crisis hits

Effective tips and techniques for creating a successful crisis communication plan can be found in Crisis Communication Planning: Organizing and Completing a Plan That Works
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:45 AM | Permalink | Comments (0)

A crisis communication plan can help you maintain control during a company crisis.

There are two key elements of any crisis plan:
1. The crisis plan itself (how your company will deal with the issue at hand, to minimize loss and downtime.)

2. The crisis communications plan (how you will communicate with the press and the public about the crisis that is occurring.)

Many companies prepare one without the other. Unfortunately, both are vitally important.

Keep in mind that most company crises never get reported in the press. Sometimes that happens because the story was not newsworthy, but oftentimes is happens because the company handled the situation skillfully enough that it never became visible to the press.

Other times, a crisis may be significant enough that it is both newsworthy and gets attention in the press. But that attention either lasts for a very short period of time, or it is so well handled that the company grows as people see how well they handled the crisis.

A key element in making sure that this happens is the development of a crisis communication plan in your organization.

Don. K. Crowther provides valuable crisis communication planning skills in his manual Crisis Communication Planning: Organizing and Completing a Plan That Works.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:31 AM | Permalink | Comments (0)

The key to creating a successful crisis communications plan is intra-company communication.

In a way, building a crisis communications plan for a smaller firm is akin to creating one for your family - everyone plays an important role on the team to ensure the survival of all the members.

If you manage communications or are tasked with setting up a crisis management plan for a company, you would need to set up meetings with all of the managers and stakeholders for the purpose of discovering what could possibly go awry in each of their areas. You may have multiple sites with various business functions to consider. In order to respect the time of the people you will interview, before embarking on this process you will want to have some structure.

Crisis Communication Planning: Organizing and Completing a Plan That Works provides techniques that can help companies craft successful crisis communication plans.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:32 AM | Permalink | Comments (0)

Preparing a crisis communication plan means thinking of and preparing for all the things that could go wrong.

Whatever the size of your organization, many managers may be uncomfortable talking about the possibility of a disaster in their departments...But don't avoid the tough issues either. You want this to be a viable plan. You need to cover all of the angles. You will need to think of every reasonable disaster.

Here is a list of crises that could happen that could be a viable part of a crisis plan:

 Government investigation
 Controversial law suit
 Accusation of discrimination based on race, sexual preference or gender
 Product recall
 Serious injury to someone within or outside of the organization
 Protest
 Strike
 Physical violence between co-workers
 Insider trading scandal
 Theft by an outsider (ideas or physical assets)
 Embezzlement
 Hostile takeover
 Outbreak of food poisoning caused by your company (maybe even at your company picnic - this just happened this week in our area and the Country Club where it occurred is getting hurt in the media)
 Death of top executive
 CEO gets arrested for drunk driving
 Natural disaster
 Plane crash
 Books were cooked
 Congressional hearings make something that was legal illegal, and your company is used as an example
 Plummeting stock price
 Major interruptions in service
 Computer system crash, causing you to lose all data
 One of your employees is accused of a high profile crime
 Sexual harassment case
 Fire
 Explosion
 Rape on your premises
 Dramatic downsizing causing significant job loss in a geographic region
 Chemical spill
 Radiation leak
 A major competitor has a huge crisis, throwing attention on your company
 Caught in a lie
 False advertising accusation
 Celebrity spokesperson embroiled in personal scandal
 Oil spill
 Closing of a facility
 Production sourcing internationally or at a non-union facility
 Union grievance
Learn how to prepare an effective crisis communication plan with Crisis Communication Planning: Organizing and Completing a Plan That Works, by Don. K. Crowther.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 01:33 PM | Permalink | Comments (0)

Don't let budgetary concerns keep you from preparing a crisis communication plan for your company.

Most managers, especially in today's economy, are very concerned about the numbers and how any major initiative or occurrence is going to affect their respective budgets. You probably have a budget to manage too. If you have the luxury, perhaps there is a line item in your budget for creating your crisis communications plan. If not, you may want to put some money into next year's budget to do so. Don't hesitate to mention to the manager that you and your department are absorbing the cost if this objection should arise. If you are with a non-profit, you will probably need to obtain board approval for any new spending. Present them with an estimated budget along with a business case for developing the plan.

Don't let costs become a major factor in the argument. In most cases, a crisis communications plan requires no "hard" cash outlays, just the time of those involved in its creation.

In Crisis Communication Planning: Organizing and Completing a Plan That Works, Don. K. Crowther provides valuable solutions and tools for creating a crisis communication plan.
http://101publicrelations.com/crisis-communication.html?utm_source=prideas&utm_content=crisis_communications

Posted by Dan at 07:35 AM | Permalink | Comments (0)

In a crisis it is important to have your updated media list in multiple locations and formats because, depending on the emergency, you may not have access to your computer or regular files. It is often a good idea to keep a copy of this document at home if that is an option for you. Or, if you have a network you can access from a remote computer or via the web, keep your media lists in a folder on a shared drive. You could also keep a copy on your PC at home. Ultimately, in a major crisis situation, the news will often get out immediately through local TV stations, but you will still want to have your list of the people you have worked with in the past, who may be willing to listen carefully to your side of the story.

For more information on how to effectively manage communications in time of crisis, we recommend that you check out the instantly-downloadable book Crisis Communication Planning.

Posted by Rachael at 07:42 AM | Permalink | Comments (0)

The news conference can serve you, the news-maker, very well if it is used sparingly and staged correctly. When you’re at the center of a bad news story.

Your product gets recalled. Your competitor files a multi-million dollar lawsuit against you for copyright infringement. A major explosion in your factory leaves 10 employees dead and 15 others injured. A member of your senior management team has just been arrested for operating a massive cocaine distribution operation out of your company’s warehouse. Your organization did something stupid and you must publicly apologize, then get on with business. If the media all get the same story, they might not give it as much emphasis because it isn’t their story exclusively.

For even more ways the news conference can help your public relations people put out fires, check out The News Conference: When to Hold It and How to Do It Right.

Posted by DK at 10:33 AM | Permalink | Comments (0)

Should I comment?

A print or broadcast reporter calls asking you to comment on a sensitive story. You’re not sure if you want to get involved, but you know its rarely appropriate to say “No comment.”

Damage control: Find out exactly what the reporter knows so you can make an intelligent decision about whether to comment. Ask the reporter the following questions:

• What is the story about?
• What angle are you taking? (A nice way of saying, “Do you have a preconceived notion about this story?”)
• What’s your deadline?
• Who will be interviewing me?
• Am I critical to the story?
• How much do you know about this topic? (If they don’t know a lot, this is your chance to “educate.”)
• Who else have you spoken to and what did they tell you?
• Did you speak to any of my competitors?
• How long will the interview take?
• Can you tell me what topics you will cover in the interview?
• May I bring an associate along with me to participate?

If you conclude that the story is not about you or your company, and you don’t want to get involved, don’t just say “no comment.” Tell the reporter you don’t care to comment, and explain why. Try to refer the reporter to more appropriate sources.

For other tips on how to handle the media in times of crisis, check out special report Damage Control:
How to Keep the Media from Making a Mess of Your Story

Posted by DK at 04:25 PM | Permalink | Comments (0)

All companies deal with a crisis or two. The definition of a crisis is something that happens out of your control, but that doesn't mean you can't prepare for it.

One of the most ingenious ways to prepare for a media crisis is to use dark pages. These web pages are not accessible to the public, and your web designer should know how to protect the pages online. With pages like this, you can prepare the template for your crisis response, and then cater it to the problem just before you let the page go live.

It makes a lot of sense to prepare for the inevitable crisis, and this is one of the smartest ways you can spend your time. Oh, and when something happens in the middle of the night, your IT person will thank you.

This is just one of the many tips found in What to Do When Someone Damages Your Good Name.

Posted by DK at 08:31 AM | Permalink | Comments (0)

When you're in a negative situation, how do you make people believe you and your side of the story?

Obviously, trust is extremely important in relationships, including business relationships. When rumors abound, no one will believe the truth unless they have established trust with the business.

Rumors often start with a small kernel of truth that gets blown out of proportion and elaborated upon. If there is a tiny bit of truth in a rumor, you have a responsibility as a business spokesperson to step forward and admit that small piece of information. By doing this, you automatically gain credibility because you are willing to admit what is going on.

People tend to believe those who can be critical of themselves, which also applies to a business admitting they made a mistake. Of course, as soon as you admit this tiny kernel of truth, you need to reassure your public that you are remedying the situation to your best ability. But having the guts to discuss the truth in a rumor gives you the credibility that will allow people to believe your side of the story.

Read more tips like this in What to Do When Someone Damages Your Good Name

Posted by DK at 07:42 PM | Permalink | Comments (1)

When you come across a negative rumor about your company on the web, your first inclination may be to send out a news release stating the truth. Don't do this, because it will only give the rumor power.

People who regularly watch TV or read the newspaper may not have heard anything yet, and by jumping the gun to defend yourself, you are giving people negative information that they weren't looking for.

Instead of issuing a press release, turn to the place the rumor started: the web. Consider that many of the people who get their initial information online will continue to search the web for answers.

By posting something on your home page, you will be able to correct the rumor without offering negative information to the masses. If you do nothing, you lose your chance to frame the situation in a positive manner. Post something discreet but informative, and you'll minimize the spread of the rumor.

This is just one of the many tips found in What to Do When Someone Damages Your Good Name.

Posted by DK at 08:02 AM | Permalink | Comments (0)

If you research your company online, you're apt to find some negative comments about the company or its services.

To see an example of the Internet's power to influence large groups of people, visit http://www.crankycustomer.com/. This site is a great example of how the Internet can turn a customer's private gripe into a public relations disaster. It's a terrific site for researching potential suppliers, and it's even fun to read, unless you happen to be the company being discussed!

When this happens, you have to make a judgment call about the comment. If it's an isolated incident - like someone who had a bad experience on a customer service phone call - you can probably fix it easily. Once they've gotten attention from the company and worked out a solution, they often drop their complaint altogether.

What you need to worry about is a problem involves a lot of people who feel strongly about the same thing. If you start to notice a bandwagon effect, and people are jumping to say negative things about your company, you need to take action with a wider response.

Find out just what kind of response is best in What to Do When Someone Damages Your Good Name.

Posted by DK at 07:30 AM | Permalink | Comments (0)

Much to the dismay of many companies, the best weapon in a business crisis cannot be prepared in a hurry. Instead, it must be figured out in advance, hopefully before you have to deal with a crisis.

This amazing tool is...

an 800 telephone number just to deal with calls on the crisis subject.

Certainly everyone has seen a number like this for a product recall or a food contamination issue. Although 800 number service can be used for all kinds of calls, it cannot be set up overnight. It must be researched and paid for in advance, since it takes almost two weeks to be ready. When your business is under media attack, this waiting period will never allow the tool to be effective.

Instead, call and set up an 800 number with your long distance provider right now. You can do most of the set up in advance, and hold the number in reserve (it should only cost a few dollars per month since there are no calls going to it) then make the number live when you are launching the service. It could be a life saver when you are faced with a lot of customer feedback an no means to take the calls.

Read more tips like this in What to Do When Someone Damages Your Good Name

Posted by DK at 12:46 PM | Permalink | Comments (0)