Fail to plan, plan to fail.
“We’ve got a crisis on our hands”. The words no executive ever wants to hear. Especially when that crisis began hours ago and is spiraling out of control. You wish you had known about it. You would have been able to take more drastic measures to mitigate the impact it’s having. You thought your team would instinctively know what to do when this disaster occurred.
Well don’t feel too bad, you’re not alone. Many midsize and large companies do not have a detailed crisis management plan in place. Now is the time to change that.
The importance of having a crisis response plan in place can not be overstated. In today’s day and age with the ability to share information instantaneously, every second counts. We’ve all seen large corporations, politicians, and celebrities experience PR nightmares because they lack a crisis response plan
In the heat of the moment, during an actual crisis event, you must have a clear plan of action. You cannot assume everyone knows what to do. There are a few key questions you need to answer to create a successful crisis management plan:
- What constitutes a crisis?
- Who has the authority to make that call?
- What monitoring, alerting processes, or technology do you have in place to identify a crisis as quickly as possible?
- Who is notified and what specific steps are taken?
- What is an acceptable response time?
With these answers in hand, you should be able to create a detailed written crisis management plan. It is key to anticipate the different types of scenarios that may arise in your business and to have a plan to put out each possible fire.
The difference of minutes can have catastrophic results. Inversely, being prompt can completely turn a situation around. When you have a sound crisis communication plan, you can rest easy knowing your team is prepared to act in the event of a crisis.
(Our team at Brickfish is happy to talk about how our social listening solution, Nuvi, and our social management platform, Groundspark, are here to help you manage and stay ahead of any crisis in your company. Click here to learn more).
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