Was tun Sie, wenn Sie in der strategischen Kommunikation mit einer Kommunikationskrise konfrontiert sind?

When a crisis hits, time is your enemy. You need to act quickly while maintaining confidence. In the first few minutes, it's crucial to inform investors and the board of directors about the situation, as well as to send an email to key partners. I always recommend duplicating the message via messaging apps to ensure everyone is immediately aware of what's happening. Afterward, a public statement should be released within 1-2 hours. The key is to make sure this message is consistent yet tailored across all channels: in a press release, on the website, and on all the company’s social media platforms.

In a communication crisis in Strategic Communications, swiftly assess the situation, gather accurate information, and assemble a crisis response team. Communicate transparently with stakeholders, provide clear and consistent messaging, and monitor the situation closely. Adapt your strategy as needed, prioritize damage control, and work to restore trust by addressing concerns openly and responsibly.

This is a fact of life in so many roles and industries. Yes, even in copywriting! The number one thing to do, in my experience, is examine the problem set from the perspective of the client. What has to be done the quickest in order to alleviate the communication issue? What extra steps can be taken to ensure that the deliverable needed is shown on time and to the client in a fashion that helps them feel heard, seen, and understood? These are going to change every time, but remember, the client comes first!

Crises are mitigated by planning for them before they occur. As part of the initial assessment, activate your crisis plan which should outline roles for staff, executives, board members and other stakeholders. Managing the crisis will require strong leadership and clearly defined roles, but the response will not be managed in a vacuum. As part of the assessment, have a plan to quickly engage the appropriate internal leaders who can -- in an organized fashion -- help define the problem, its impact and the response.

Crafting a crisis statement is a crucial step, and I focus on three key principles: 1. Express sincere empathy for those affected. It's essential to show that you understand their situation and are genuinely concerned about what has happened. 2. Avoid making excuses. Instead, focus on the actions you've already taken to address the situation. In the early stages, it's important to communicate that you're aware of the issue and, if required, have initiated an investigation to uncover all the details. 3. Be specific and speak in a way that resonates with your audience. The simpler and clearer your language, the more likely your message will be understood.

A gente não precisa e nem consegue saber tudo o tempo todo. Mas, ao responder questões importantes é preciso mais que palavras. Use de transparência e procure ter alternativas para solucionar as questões críticas.

Entiende dónde estás, y a dónde quieres llegar. Una crisis de comunicación puede ser catastrófica para una marca, pero también puede ser una oportunidad de oro. Recientemente, el Community Manager de Burger King subió un video de una fiesta de empleados a la cuenta oficial de Burger King, en vez de a su cuenta personal. Burger King, dn vez de bajar el video y despedir al CM, aprovechó la viralidad del video y cambió la narrativa: en vez de avergonzarse y pedir disculpas, celebrar que somos humanos. Esto se volvió aún más viral, y muchas otras marcas tomaron nota y respondieron, aumentando así el engagement de Burger King. Pero para que esto suceda, debemos tener claro qué piensan los stakeholders, y cuánta flexibilidad tenemos.

In the event of a communication crisis, it's essential to continuously monitor the situation and assess the effectiveness of your strategy. If certain tactics aren't yielding the desired results, it's important to reevaluate and make necessary adjustments. This could involve modifying much of the strategy and, sometimes, everything: messages, communication channels, the approach to better address the evolving circumstances. Being proactive in adapting your strategy can help ensure that your communication remains effective and aligned with the goals of managing the crisis.

In a communication crisis within strategic communications, it's crucial to take a structured approach to manage impact. Here’s how- Assess the Situation: Quickly gather facts to understand the nature and scope of the crisis. Identify key stakeholders and potential impacts. Develop Key Messages: Create clear and consistent messages that address the issue, outline your response, and provide a path. Communicate Internally: Inform employees and other internal stakeholders first to ensure they are aware of the situation and understand. Manage External Communication: Communicate with external stakeholders, including media, customers, and partners, using your key messages. Evaluate and Learn: Analyze what worked well and develop a good system