Effective Crisis Management Strategies
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Social Media
has transformed the ways in which people share and consume information. Social media has offered a host of new platforms to disseminate content, build relationships, foster engagement & better understand the needs of target audiences.
4 Phases Readiness
A sound crisis management strategy starts with preparation long before the onset of an actual crisis. While it’s impossible to plan for every future scenario, examine your company, facilities, people, products & environment to assess areas of significant risk & identify the potential threats that are both most likely to happen and cause harm. When a crisis breaks, things are going to accelerate & need a solid response plan in advance in order for your organisation to react quickly.
Response
This means it’s often necessary to respond before your organisation has had a chance to assess all of the facts. Begin by acknowledging the situation, as well as its impact on all affected parties, and commit to a full investigation. By responding immediately, you demonstrate to the public that you’re taking the incident seriously and ensure that your company’s message is a part of the narrative right from the start.
Reassurance
Following the initial response, effective crisis management requires conducting an investigation and developing an action plan that seeks to rectify the situation at hand. Reassure the public that their needs are being adequately addressed by communicating all of the pertinent details. Demonstrate your commitment to transparency and let the public know that your organisation intends to share the results of its investigation as well as take corrective action.
Recovery
Ultimately, managing a crisis is about more than just stopping the bleeding in the short term; it’s also about restoring a company’s long-term health and reputation and preventing reoccurrence. Reestablishing public trust and consumer loyalty often require going above and beyond immediate action. Ongoing communication regarding company-wide changes is an important part of demonstrating your organisation’s responsiveness and continued commitment to make things right.