8 crucial lessons in crisis communicationsBy Agility PR Solutions on March 18th, 2016 | Reading time: 3 minutes
Crisis communications management isn’t a “one-and-done” effort — it’s a fluid strategy that continues to evolve as a business uncovers new potential risks, acquires a better understanding of its competitive landscape through media monitoring, and learns from previous emergency scenarios, whether from its own experience or a competitor’s.
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Here are eight lessons learned through experiences in business crisis:
1. Building a good crisis management strategy
Looking for tips on how to handle crisis from a managerial level? Rich Khan of eZanga.com offers four tips to help public relations and communications professionals prepare for crisis. In this article, you’ll learn how to strategize with your team; how to respond to crises; how to stop trying to please everyone; and how to approach crises with a 360-degree view. Packed with scenario examples and actionable advice, this article will help your business build a solid crisis management strategy.
2. The crisis aftermath: Navigating your new normal
After a PR crisis, every business begins living in a new normal — the time when crisis is over but is still lingering in the press, throughout the target demographic, and among employees. Agility PR Solutions offers three questions that brands should ask themselves while recovering from their crisis: How bad is it?; How can you rebuild?; And what have you really learned? With this article, learn exactly how a company should navigate its new normal.
3. How social media monitoring can help before, during, and after a crisis
Social media is an important channel for any communications professional trying to slow the spread of a crisis, because these days, it’s on social that a crisis truly manifests itself. In this article, readers learn how to use social media monitoring techniques through all stages of crisis to help mitigate potential damage to the brand. Learn how to use social media monitoring for early intervention, to identify key influencers, to keep a finger on the pulse of popular opinion, and to monitor for success.
4.Why silence is not golden in a crisis
Sometimes during crisis, finding the right thing to say can be difficult. It can often result in an executive putting their foot in their mouth, or an entire company going dark and not saying anything at all. In this article, Agility PR Solutions lists three important reasons why silence is not golden in a crisis, and offers solid examples and advice on how to avoid these situations.
5. It’s too late for crisis communications in Flint, Michigan
Interested in learning about what governing bodies should NOT do in crisis? Look no further than the water crisis in Flint, Michigan. Katie Creaser of PR firm Affect writes why she believes it’s too late for crisis communications in Flint, and how government bodies should focus their efforts on education, caring for the community, and taking action. With four interesting takes on crisis communications in Flint, you’re sure to learn new techniques for crisis communications management in a government setting.
6. A crisis communications case study: reddit’s PR response to AMAgeddon
Do you remember when the reddit community went dark in 2015? They called it AMAgeddon — named after the unjust firing of AMA coordinator Victoria Taylor. In this case study, you’ll learn about the events that led to the uprising of one of the internet’s largest communities; how the crisis affected public perception of reddit through online news and social media; and read expert opinions and key takeaways on how their organization can respond appropriately to crisis.
7. Crisis comms in action: Chipotle’s store closing announcement is PR theatrics, but that’s OK
Looking for an example of a restaurant implementing a crisis communications plan? Chipotle’s E-coli and Salmonella debacle is it. Gary Frisch of Swordfish Communications offers his opinion on Chipotle’s nationwide store shutdown, and how the fast food giant could have better implemented their crisis communications management.
8. Crises & The Flash Boys Effect: When response speed affects outcome
With the evolution of digital and social media, the need for corporate transparency is at an all time high. But what happens if the lack of transparency forms an industry-wide crisis? In this Agility PR Solutions article, learn how response time can affect the outcome of certain situations, and how media monitoring and analysis can be used to monitor an entire industry.