It’s not too late to launch a Crisis Communication Plan even if you’re in the midst of a crisis
We’ve been receiving questions and concerns from leaders in the field during this rapidly evolving context.
Organizations are treading water. With multiple deadlines, tight budgets on top of the usual operating pressures, staying afloat can be a challenge. Strategic planning and business continuity planning often fall to the wayside. Yet, organizational preparedness is not a luxury. It’s the cost of doing business today. Preparedness includes everything from: business continuity planning, disaster planning, pandemic preparedness to crisis communication planning.
What if it’s too late to plan? What if the crisis is here on your doorstep? Here are some crisis communication tips if you have found yourself in the midst of the COVID-19 pandemic without a plan.
First, establish a small, centralized crisis response and communications team. This team should include a staff member from IT, HR, Communications, and a few experts from your key operational areas. You should have at least one senior leader on the crisis team who can facilitate decision making within the organization.
Communicate directly, regularly and with empathy, to your employees, customers and the people you serve. In the face of uncertainty and a rapidly changing reality, we may not have answers to the questions they are asking but it’s better to be transparent than to be silent. You want to reduce speculation, gossip, and show control and accountability. Describe how your organization has arrived at the decisions made, and why. Tell your employees and customers what your organization is doing to keep them safe and healthy, while mitigating any financial duress they may be experiencing.
How often is “communicate often”? For employees, it should be daily. For customers and the public, it might be weekly. The point is, to provide reassurance in plain language about what you are doing to address the challenges the organization is experiencing. Make sure that the communication provided is accessible to your employees, customers and stakeholders in the way they expect to receive the information, being mindful of any access issues during the time of crisis.
Build trust for the future, by becoming a go-to within your community or sector for reliable and helpful information. By managing a crisis well, you can build a lot of goodwill that will help preserve your organization’s reputation and relationships, all of which will be needed in post-crisis recovery.
It’s not too late to build and launch a crisis communication plan and protocols, even during a crisis. It doesn’t have to be as onerous as you think. Ryelle Strategy Group is here to support organizations in this rapidly changing environment. If you have immediate crisis communications or business continuity needs, contact us – we are committed to providing complementary check lists, brainstorming sessions or even just provide an ear.
Client-focused, time-conscious, responsive.
That is our mantra. Whether you need a little or a lot, we will provide the support you need when you need it.
