How to respond when the heat is on: A crisis communications guide

February 21, 2017

To many people, a crisis communications plan sounds more like a plot device from “Scandal” or “The West Wing” than something most organizations actually need. Crisis situations are for massive corporations and politicians, not emerging businesses and startups – right?

Wrong. An unexpected issue can become a crisis for any organization, large or small. A negative product review could go viral; a former employee could write a scathing, tell-all on a personal blog; a disgruntled customer could take to social media to air complaints. Responding to such situations with thoughtful, prompt responses can help you control the narrative and humanize your brand. On the other hand, shying away from tough questions can invite additional criticism.

Every crisis is different, depending on the players, politics and repercussions involved. However, by crafting a response strategy and designating a crisis communications team, you can control damage and prevail. Our latest e-book, “Crisis communications: Act like a pro when the heat is on,” provides tools to help your organization prepare for the worst – and hope for the best. We share tips and best practices for the aspects that make up crisis preparedness, including:

  • A three-stage response plan and recommended crisis content library;
  • Key priorities and in-the-moment best practices;
  • Common mistakes to avoid (from those who have been there before); and
  • Planning exercises to test your new strategy. 

In a time of crisis, knowledge is power – and it will ultimately help protect your company. Whether the issue you’re facing is massive or minor, a solid crisis response plan will help your team solve the situation, shift focus back to business and learn from the incident as you continue to grow.

Learn the best practices for handling crisis communications.

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