2. WHAT IS CRISIS
A crisis is anything that has the potential to
significantly impact an organization
A situation that :
reaches a critical phase and is threatening
towards people or property
seriously interrupts the business
significantly damages reputation
negatively impacts the bottom line
3. TYPES OF CRISIS
Natural Disasters:
Tornadoes, earthquakes, hurricanes, floods, droughts, severe storms
Product Recall:
Misbranded, adulterated, or violative product in the market
Mistakes that cause significant damage or loss to the company.
Hazardous Materials & Medical Emergencies:
Spills, leaks, build up of toxic materials
Heart attacks, broken bones, lacerations
Technological Breakdowns & Utility Failure:
Software failures, hardware failures, infrastructure collapse, computer
viruses,
Power outages, gas, water, sewer, garbage
Workplace Violence & Organizational Misdeeds:
Violent actions against other in the workplace.
Deception, management misconduct, misrepresentation, illegal
actions
4.
5. CRISIS COMMUNICATIONS
Communication should be such that it :
reduces tension
demonstrates a corporate commitment to correct
the problem
takes control of the information flow
6. VARIED AUDIENCE
Depending upon the nature of crisis, it
involves communicating with a variety of
audience like :
Investors
Customer & Supplier
Regulators and Lawmakers
Press
Employees
Competitors
Public at large
7. DIFFERENT MEANS OF COMMUNICATION
The mode of communication to be adopted is
determined by the nature of crisis and
audience to be addressed
Mass Media
Traditional (press / TV / hoardings)
Social e-media (facebook / twitter)
Website
Email
Telephone
Facsimile
8. FOLLOW UPS
Post resolution of crisis it is important to keep
in touch with the affected audience by :
Focusing on the needs of those affected
Addressing their continued concerns
Thanking outside partners who helped us resolve
the crisis situation
Recapitulating the situation after crisis
Setting Emergency Procedures Manual for future
non-occurrence
9. DOS
Immediate action
Elect chief spokesperson
Impart TRUE information
Issue regular situation updates
Explain in detail the Action Plan
Target communication towards the affected in
courteous and compassionate language
Keep up to the commitments and regain trust
10. DON’TS
Keep away from passing the buck
Avoid issuing self-serving messages
Refrain from using technical jargon
Avoid issuing conditional regrets and untimely
press releases
Prevent employees from communicating on
behalf of the organization. Have a responsible
spokesperson.
11. KEY REFERENCES
Jonathan Bernstein(2013) “The 10 Steps Of
Crisis Communications”
Duffy, Cathy (2004). “Crisis management vs.
risk management”, Global Trade Review.
Seymour, M., Moore, S. (2000). Effective
Crisis Management: Worldwide Principles and
Practice.