What is Crisis and Communication?
Crisis and Communication refers to the strategies and practices involved in managing and disseminating information during unexpected, often negative events that can impact an organisation's operations, reputation, or stakeholders. Effective crisis communication involves timely, transparent, and accurate messaging to internal and external audiences to manage the situation, mitigate damage, and maintain trust.
Why is Crisis and Communication relevant to internal comms?
Crisis and Communication is critically relevant to internal comms professionals because it directly affects an organisation's ability to navigate and survive challenging situations. Internal comms play a crucial role in ensuring that employees are well-informed, supported, and aligned with the company's response to a crisis, thereby fostering resilience and continuity.
Examples of Crisis and Communication in internal comms
An example could include the internal communication response to a data breach, involving immediate notification to all employees, regular updates on the situation, and clear instructions on any required actions or changes to routine practices.
Best practices for Crisis and Communication
Develop and regularly update a crisis communication plan that includes predefined communication channels, key messages, and response teams.
Train spokespeople and internal comms teams on crisis communication protocols.
Foster a culture of openness to encourage timely reporting of potential issues before they escalate.
Common challenges for Crisis and Communication
Balancing the need for rapid response with the accuracy of information
Managing employee emotions and reactions to the crisis
Maintaining consistent communication across multiple channels and audiences
What does Crisis and Communication mean for frontline teams?
For frontline teams, effective crisis communication is essential for ensuring they have the information needed to deal with the crisis, whether it involves changes in operations, communicating with customers, or ensuring their own safety and well-being.
Crisis and Communication FAQs
How can internal comms prepare for a crisis?
By having a robust crisis communication plan in place, conducting regular training, and running simulation exercises to test the plan's effectiveness.
What role do leaders play in crisis communication?
Leaders are pivotal in setting the tone for the organisation's response, demonstrating transparency, and maintaining employee confidence and trust.
How can technology aid in crisis communication?
Technology can facilitate rapid and wide-reaching communication through multiple channels, ensuring that critical information is disseminated quickly and efficiently.
