Mar 27, 2013
5 Things You Should (and Shouldn’t) Do in a Crisis
You walked in to work this morning, coffee in hand, ready to take on another week. But your colleagues are doing (what look like) sprints, papers are flying and your Blackberry’s buzzing like a chainsaw.
You know it’s bad. All signs are pointing to a corporate crisis.
Now’s not the time to lay blame. And until time travel’s perfected, it’s up to you – the PR pro – to help your organization weather the storm.
You’re used to leading teams and guiding organizations down the right path. You try to keep a clear head about the whole thing but the office uproar is distracting.
To help you stay focused, here are some simple Dos and Don’ts to keep in mind when dealing with your crisis:
- DO….Get to the heart of the issue: find out exactly what went wrong
- DON’T…Pretend it didn’t happen and hope it doesn’t happen again
- DO…Make amends: take accountability where you should and admit any wrongdoing
- DON’T….Pass the buck or accuse others
- DO….Repair the damage: take conciliatory steps to fix the problem
- DON’T….Wait and see what happens
- DO….Communicate progress: keep stakeholders informed of efforts and roadblocks
- DON’T….Keep quiet about what you’re doing to make things better
- DO….Learn from it: Monitor the success (or failure) of your efforts
- DON’T….Operate blindly and make the same mistake(s) again
The last thing you want to do in the throes of a crisis is make things worse.
Remember to always refer to your crisis communications plan. But, if it gets lost in the chaos, you can fall back on these five reminders.
An ounce of planning is worth more than a pound of cure in a crisis. Incorporate MediaVantage into your communications strategy and stay on top of industry issues — and maintain control of your brand. Learn more about our real-time media monitoring suite.