Vous êtes confronté à une crise de relations publiques. Comment assurez-vous l’authenticité de vos communications avec les parties prenantes ?

Facing a PR Crisis? There is never a PR crisis, but only an opportunity to own the immediate mega phone, and own your narrative. Act quickly! Time is of the essence during a PR crises. Respond promptly to the situation to prevent misinformation from spreading and to demonstrate that you are actively managing the issue. Take control of the narrative surrounding the crisis by being transparent, honest, and forthcoming with information. Share your perspective and actions clearly and confidently. Acknowledge any harm or inconvenience caused and show empathy towards those affected. Always stay informed about the evolving crisis and adjust your messaging and strategy as needed. Monitor feedback and be prepared to address new developments.

Handling a PR crisis effectively requires clear, honest, and empathetic communication. It is a need to acknowledge the issue openly, be transparent about what you know, take responsibility if at fault, communicate regularly, show empathy towards those affected, provide a clear plan for resolution, listen and respond to feedback, and ensure consistency across all communications.

When facing a PR crisis, authenticity in communication is paramount. First, I acknowledge the situation openly and take full responsibility where it’s due. I ensure that my messages are transparent and honest, avoiding any corporate jargon or evasive language. I share what I know, what steps are being taken to address the issue, and how we plan to prevent it from happening again. Engaging with stakeholders directly, whether through personal emails, video messages, or interactive forums, helps maintain a genuine connection. Most importantly, I listen to their concerns and feedback, showing that I value their trust and am committed to rebuilding it.

When experiencing a PR crisis, firstly I have to take accountability and be transparent with the stakeholders on the issue at hand; after which I ensure that issue is under control and measures are been taken to crumble its effect on the brand. I give room for stakeholder engagement, feedbacks and concerns after which I give assurances and make sure there is a free flow of communication between the shareholders and efforts made to resolve the PR crisis.

The question is dependent on whether the original authenticity is the cause of the crisis. Authenticity provides positive value only to those who like the message they are receiving. If you don't like the message, the reasons can be numerous with authenticity being just one cause. A better question would have been to discuss the ensuing steps to stabilize the crisis and get back on a forward trajectory.

Language is pretty underrated when it comes to crafting PR communications. There are brands like CRED and TheWholeTruth who have built social currency from crafting sound language, if not necessarily, their press releases. Infact, they do not need that as their language is not only lucid, concise, and honest but also a true reflection of their brand identity. Strategically, this also reduces the dependence on external PR practices. Whether internal or external, always go back to the basics of the language craft instead of falling for SEO/Keyword gimmicks. As a second step, craft communication as if your brand was a real person talking to its consumers. It will resonate significantly more.

To ensure authenticity during a PR crisis, transparently acknowledge the issue and its impact, provide clear and consistent updates, and listen to stakeholder concerns. Balance careful messaging with genuine empathy and accountability to maintain trust and credibility.

El mensaje es tan importante como quien lo dice, aunque acá se expone como un comunicado podría llevar de forma transparente los valores de marca y proteger la reputación de la empresa, a veces es necesario que el Vocero presente de forma real el mensaje a los grupos de interés. Esto requiere preparación, entrenamiento, tiempo y recursos valiosos, así como un procedimiento de atención a periodistas que claramente conozcan todos los miembros de la organización. Otro recurso que les recomiendo es un comité de crisis en comunicaciones, conformado por las directivas y los implicados en el tema, el aporte interdisciplinar que permite tomar las mejores decisiones basados en consensos y experiencia

When faced with such a situation one should avoid using overly polished or corporate language. Genuine, straightforward communication resonates better.

Honesty is the best policy. and it's not just during a crisis situation. It should so intrinsic that it becomes more than a written value. It's the philosophy that pervades the organization. If you try to cover up a mistake or try to tell a half-truth, don't think you'll get away with it. These things will eventually snowball into something far bigger than you can imagine and forever damage your reputation. You can overcome business losses but never a blow to your reputation. Take J&J, and the use of asbestos in their baby powder. They continued manufacturing it, knowing for years that it is harmful. Nobody is going to trust that brand ever.

Transparent communication builds trust. Share what you know, what you're doing to address the issue, and what steps will be taken to prevent recurrence. In a past crisis, our honest engagement reassured stakeholders and mitigated backlash. We openly acknowledged mistakes and outlined our corrective actions, which fostered goodwill and credibility.

Post crisis you need one thing to be done, continuously following up and staying up to date with all updates about the crisis, be ready to do a PR or a press conference to clarify the situation.

After addressing the crisis, focus on long-term strategies to rebuild trust. Consistently demonstrate your commitment to integrity and improvement. Post-crisis, we initiated regular updates and stakeholder meetings, significantly restoring confidence in our brand. This continuous effort to engage with stakeholders showed our dedication to making things right and prevented future crises.