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.