This document discusses risk management and crisis communication. It emphasizes the importance of evaluating risks and putting preventive measures in place to avoid crises. If risks materialize, organizations must be prepared to manage both reputation crises and real crises through effective communication plans that establish roles, key messages, and channels for sharing information with audiences. The lessons highlighted are to plan ahead, rehearse crisis response, understand stakeholder needs, and demonstrate care during a crisis.

1. RISK
MANAGEMENT &
CRISIS
COMMUNICATION
Kimmo Kuortti / kimmo.kuortti¤gmail.com

2. Manage
risk!
• To avoid crisis
– Evaluate risk
– Awareness and understanding of what constitutes a risk
– Preventive measures
– Monitoring
– Know your community/customers/stakeholders
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com

3. If risk
materialises,
manage
crisis!
• Preparations
– Reputation crisis
– ”real” crisis
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com

4. Reputation
crisis
• Complaints, alleged misconduct, crime, false rumors
• Be prepared
– Plan: lines of communication, roles, key messages
– Communicate: social media, web sites, news
– Know your audience!
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com

5. Real Crisis • Natural catastrophies, large scale breakdowns/system
failures, terrorism, diseases
• Plan: lines of communication, roles, key messages, safety,
updates, context information
• Communicate: information – behaviour – sense-making
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com

6. Lessons
learned
• Make a plan!
• Rehearse!
• Know your audience/customers/stake-holders!
• Show that you care!
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com

7. Thank you
This was a short presentation of some of the main points
in crisis communication as covered in European
Academy’s two-day workshop in Berlin on 22nd – 23rd of
February 2016
Kimmo Kuortti / kimmo.kuortti ¤ gmail.com