Crises that require crisis communication can occur at any time, whether they are production problems, poor delivery or threats to the business. To manage these situations effectively, it is important to have a clear and concise crisis communication strategy in place. Whether you run a business or work in an organisation, knowing what to do in a crisis and what not to do is crucial. Here are some important aspects to consider:
Prepare yourself thoroughly
To create a brand identity that sticks, your communication needs to be clear and consistent. A clear voice allows customers and other stakeholders to directly link your communication to your brand. This can be achieved by defining your company’s values and personality. Make sure your messages are consistent and in line with these values and personality to create a coherent and memorable brand identity.
Open communication
Once a crisis has occurred, it is important to maintain open and transparent communication with all stakeholders. This means recognising the error and providing clear information on what happened, why it happened and how you plan to deal with the crisis. Tell your customers, partners and employees exactly how and when they can expect more information.
Find the right tone and personalise your message
In a crisis, it is important to find the right tone in your communication. For example, if it is a technical issue, the tone of the communication can be more technical and detailed. If it is a more serious crisis, the tone could be more empathetic. This is also a good time to adapt your message to the respective target audience. For example, if you are communicating with customers, the message may be more about solving the problem and their health or safety.
Avoid turning a blind eye to the problem
A crisis is not the time to be defensive or avoid the problem. Instead, you should face the crisis in a direct and honest way. Providing clear information about the problem and acknowledging the error can help establish trust and build a positive relationship with your customers and partners.
Take responsibility and fix the problem
Once a crisis occurs, you must take responsibility for the situation and act quickly. It is important to show your customers, suppliers and employees that you are taking the situation seriously and doing what it takes to solve the problem.
Crises are unpredictable and likely to damage your company, business or organisation. But by following these tips, you can manage crisis communication effectively. Being prepared, keeping an open line of communication, finding the right tone, avoiding turning a blind eye to the problem, and taking responsibility and addressing the problem can help you manage crises effectively and build trust with your customers and partners.
At Louder Family we provide you with tools and strategies to prepare for potential or manage existing crises. With our extensive experience in crisis planning and communication, we are confident that we can get your organisation back on track. Contact us to talk about how we can customize a plan for you.
