Crisis Communication Tip Sheet (credit Brad Sugars and ActionCOACH)
Once you recognize a crisis is forming, get ready for action and establish a communication plan. This checklist is designed to help you create and execute a communication plan for both internal
1. Assemble A Crisis Team:
Select a Team of Stakeholders from throughout your organization
Gather all relevant information both internally and externally
Make sure your chain of command and communication is clear
2. Monitor Media & Information Flow
Set Up Google Alerts or use a media monitoring service for updates
Check Social media platforms and accounts for news or commentary
Set up keyword searches for specific crisis information
Assess source credibility and double check facts before preparing statements
3. Select a Spokesperson
Choose a trained and well-prepared spokesperson for your organization who will be the main contact and single voice
Ensure prepared statements are reviewed by legal team and relevant stakeholders
Decide how statements and information will be delivered and on what channels and how often updates will be provided
4. Develop Your Messaging
Be open, honest and transparent with the facts
Focus on communicating fact-based and most relevant information
Be empathetic, engaging and educational
5. Communicate with all Stakeholders
Ensure your staff and employees are well informed and aware of your communication plan
Communicate with your suppliers, customer and clients
Address media outlets as needed
6. Prepare Deliverables (as applicable)
Prepare press releases, social media posts and/or press conferences
Select delivery channels and develop content for each as needed (I.e., PDF, Blog, Posts, etc.)
Ensure communications have contact information included for follow-ups
7. Continue to Reassess and Monitor
Look closely at social media conversations
Check for spikes in coverage
Respond when and where applicable
Establish a regular communication cycle to keep stakeholder informed
8. Continue to Reassess and Monitor
Look closely at social media conversations
Check for spikes in coverage
Respond when and where applicable
Establish a regular communication cycle to keep stakeholders informed
This simple checklist for your consideration during times of challenges, specifically for the Covid19 Pandemic which is affecting global operations in 2020. This is not designed to be all-inclusive with many areas of business not addressed. Additional discussions should occur with all areas of a business including human resources and legal regarding the actual situation occurring in your business and with your team.
