Most of you might have had the experience of being stuck by the road due to a car breakdown, and you had to seek the services of a tow truck. Life would be much easier if came with fair warning. There would be no need to make a lot of preparations in advance. Crises come when they are least expected. If you are in an organization that waits until a crisis hits for you to start preparing, you will likely find yourself on the wrong side. This is the reason you need a crisis communication strategy. Crisis communication refers to the dissemination of information by an organization with the aim of addressing a crisis, that impacts customers and the organization’s reputation.
The idea is that reputation will always happen, whether you manage it or not, so any company should have some narrative well written. Customer satisfaction will always increase with transparency as well as meeting and setting expectations. On the other hand, a crisis communication plan defines a set of guidelines that atre used to prepare a business for emergency or unexpected events. These plans include all the steps you are supposed to take when a crisis first emerges. It entails how you are supposed to communicate with the public and how to prevent the issue from occurring again. Crisis communication plan focuses on how a company is supposed to respond and how it will communicate a crisis to its stakeholders. Having key steps in place ensures information reaches employees, partners, customers and other stakeholders in time for valuable actions to be taken.
In case of crisis, here are some of communication strategies you can put in place.
When your company makes a mistake, one of the best things you can do is to be human and apologize. The most effective way to do that is to assign a spokesperson to speak on behalf of your brand. After all, it becomes a little bit easier to relate to one person that dealing with a lot of people Choose a person that is most suited to relay that information on behalf of the company. Choose a good communicate as their actions and speech will influence how others react to what is being relayed. If the person can make the company look human and mistakes appear manageable, it helps to keep all stakeholders in check.
Proactive damage control
No matter how things are going, you should always be prepared for crisis to occur. This is not to mean you are a pessimist, but it shows you are proactive. Proactive damage control is what you do to reduce and prevent the effects of a crisis before it happens. An example is how you can add security software that records and backs up company data so as to prevent a malware attack. As an additional note, you can train your employees on how to watch suspicious emails that might hit their inboxes.
Another one you can settle on is case escalation where crisis can be resolved way before they reach a tipping point.