Crisis Management

There is a time when every company or organisation may find itself in an uncomfortable situation facing a more or less dramatic crisis. With such an easy accessible tool like the internet it is getting more and more difficult to prepare in cases of a crisis. Anyone with a camera (mobile, camcorder, or digital camera) can make “undercover” films and post them on platforms like YouTube, Facebook and similar ones. Confidential or damaging material can therefore easily be distributed causing a great harm in a company’s reputation.

In such cases, crisis management is needed more than anything. New trust needs to be established among the public and the responsible parties need to be able to respond to the high pressure they will then be under. However a crisis is always an opportunity to show how well structured and prepared a company is in such situations. When videos of employees working at Domino’s Pizza were leaked on the internet showing disgusting actions they did while preparing the food, the company faced the problem immediately and dealt with it in an excellent way (Case study below).

Today companies, organisations and governments need to be prepared for a crisis any time. The need to have prepared strategies, already planned out before a crisis’ outbreak – and most importantly they need to be prepared any time as the internet never sleeps! That means they need to analyse potential risks and crisis situations and causes beforehand. Most importantly they should prepare and have and eye on their employees as these people are the greatest risk. They are the closest to confidential information and have access to all or almost all areas in a company. Furthermore great attention should be paid to the Internet and how to use it and several social media platforms in cases of a crisis. With the Internet the largest number of people can be reached and updates can be posted every hour or even every few minutes.
     
Here are my the Top 8 Crisis Management Tips:

1. Face the crisis!

2. Have clear roles on who is doing what in a crisis
    (who speaks to the media, who is responsible for communication on the internet)!

3. Identify the four W’s (who what when where) before facing the media!

4. Prepare and rehearse your crisis management plans!

5. Don’t hide – be accessible for the media and the public
    (on Facebook, Twitter, YouTube, TV etc.)!

6. Train your employees!

7. Have guidelines for the employees how to use social media
    (they should know how to make regular updates giving a positive image)!

8. Get third parties involved that have a positive influence and
    support on your image among the public!