A crisis is by nature unpredictable, and can therefore be incredibly difficult to manage. Paper-based reporting and verbal notification create gaps in communication, which can lead to dangerous errors during a serious incident. How can your organisation ensure consistent communication during a crisis?
First of all, you need a bullet-proof plan. Crisis management plans should adhere to all requirements set out in BS11200, the Standard defining good practice crisis management for organisations. Communications Managers need support in developing a concrete strategy agreed by all relevant stakeholders, with regular rehearsals of the plan to guard against any unforeseen issues.
Crisis plans also need to incorporate proper protocols for monitoring and responding to online media attention: social networks like Twitter can destroy brand reputation in a matter of seconds.
Technical solutions can bring together multiple processes, making communication during any incident much easier to manage. Electronic crisis management systems not only deliver communication but also record and track it, removing error and reducing negative impact.
Does an incident management plan need to incorporate any other factors? And how do you ensure effective crisis communication across your organisation?
Click here to find out how your organisation can improve crisis communications.