Crisis management strategy has become a flourishing industry. Unfortunately, it is a necessity of corporate reputation management and public safety. While some companies hire professionals to consult or even completely develop the crisis management policies and crisis communications methods effectively, others take on the task by themselves.
Great Responsibility Comes With Crisis Management
This is not a task for the faint-hearted as it comes with incredible responsibility. Depending upon the size of the organization and the type of industry involved the physical safety, emotional well-being, corporate reputation, and even environmental safety may rest upon a well-developed crisis management policy.
What Characteristics Must Be Included?
No matter who is responsible for developing and implementing the policies and procedures that must exist, there are certain characteristics that will be included in a successful crisis management plan. Some of those characteristics are:
* Team creation – You must have a designated team of personnel that is in charge of handling. This should include expertise in executive, marketing / product management, operations, legal, human resources, information technology, finance, PR or media.
* Command center – A command center should be established which will serve as the central location for all incoming and outgoing communications.
* Problem dissection – The team must break down the problem into manageable sectors and assign those sectors to appropriate team members.
* Incoming communication – You must establish a call center if necessary to handle concerns and possibly information from employees and members of the pubic if necessary.
* Outgoing communication – A single person should serve as the voice of the organization. This person must be properly informed and prepared before providing any necessary public updates. It may also be necessary to communicate directly with employees or their family members as well.
* Resolution and control – Damage control must be handled promptly and effectively. This will not only be necessary for public safety, but also for corporate reputation management. A resolution when applicable should be employed. In addition, you must determine what steps can be established to prevent a similar situation in the future. When you employ the services of a professional crisis management team to develop and assist your company in implementing the necessary policies and procedures to prepare for a crisis these bases should all be addressed. However, if you determine to undertake this project on your own, you must make sure that your plan contains all of these characteristics.
Regardless of who will shoulder the responsibility of developing plans, procedures, and teams you must do it today. Do not put off preparing a successful crisis management plan until it is too late. The biggest contributing factor to the successfulness of crisis communication and a crisis management plan is preparing in advance. While no one ever wants a crisis to happen, when it does being prepared allows for it to be handled in a manner that controls the damage and helps those that are affected to minimize the negative personal effects.