Face à une crise de relations publiques, comment vous assurez-vous que votre messagerie reste cohérente sur les différentes plateformes ?

Create a message house to have a clearly aligned core message with supporting pillars, facts & figures. Have a holding statement in place and develop a Q&A document. When working with management, legal, HR and experts, don't let them get too deeply involved in semantics or you risk overloading your messages with details. In your crisis communications plan, be clear about which message to use for which channel and towards which audience, proactively and reactively. Don't forget to inform your own staff! Coordinate with other stakeholders, such as project partners, to ensure consistency when approached by media. Plan ahead with different escalation scenarios and tactics.

Ensuring consistent messaging across various platforms during a PR crisis requires a well-coordinated strategy. Designate a crisis management team with a clear leader who approves all messages before dissemination. Create core talking points that can be adapted for different platforms but remain consistent in tone and content. Schedule posts and updates to maintain a unified timeline across platforms. Track responses and adjust messaging as needed while staying true to the core narrative. Ensure all representatives are briefed on the key messages to maintain uniformity in all public statements. These steps help maintain control over the narrative and ensure clarity across all communication channels. Be certain the management team buys in!!!

One of the challenges big companies/organizations have today is multiple "social media managers" or content creators, often across geographies and areas of the business. Every person responsible for posting on a corporate social media channel MUST be schooled in crisis communications LONG before a crisis hits. And, a company's crisis management team has to include the owners and lead employees. A team might consist of the President/CEO, head of HR, general counsel and director of marketing/public affairs. The crisis team should meet regularly to assess various threats to reputation, like a lawsuit filed or product recalled.The team needs to be able to make decisions quickly as messages will change with every turn in the crisis.

Here's the key: establish a centralized communication "nerve center." This is where you craft your core messages, identify your target audiences, and empower your spokespersons. Keep this nerve center buzzing with the latest updates, ensuring everyone's on the same page. Leverage a content management system to streamline your messaging like a well-oiled machine, enabling swift and consistent responses across all platforms. Stay vigilant on social media, promptly addressing any inconsistencies that pop up – transparency is your best friend here. Finally, make sure your spokespersons are well-versed in your key messaging, guaranteeing a unified voice, no matter the platform. Remember, consistency is key to weathering the PR storm!

Well I would just NOT, never and ever, deny the problem, and would communicate it for what it is – a problem. Be aware that communication simply sails on one golden rule: just find the proper words to tell the truth. For instance: you facing bankruptcy? Just tell it. And say how you are trying to get off the hook. Provided it is an honest and law-compliant way.

Ante una crisis es fundamental elaborar los lineamientos de acción que deben ser los mismos para todas las plataformas. Luego, el mensaje puede ser adaptado a cada una de ellas, teniendo en cuenta el alcance y el target que cada una tiene. Sin embargo, el mensaje debe ser coherente e incluso, desde mi experiencia personal, también lo debe ser el tono. Hasta los fracasos pueden convertirse en éxitos y motivos de interacciones positivas con los seguidores, pero siempre teniendo en cuenta que la esencia del mensaje sea la misma para evitar malas interpretaciones.

Let your core message be such that conveys calm and comfort and assures solution to the problem. This will help to quell any potential public uprising.

• Develop a Centralized Messaging Strategy: Create a Core Message Craft Supporting Messages • Establish a Unified Team: Form a Crisis Communication Team Designate a Spokesperson • Use a Messaging Framework: Create a Messaging Document Distribute the Document • Coordinate Across Platforms: Tailor Messages for Each Platform Maintain Consistency • Monitor and Respond Quickly: Track Coverage and Feedback Adjust as Needed • Internal Communication: Inform Your Team Provide Guidelines • Evaluate and Learn: Assess Effectiveness Incorporate Feedback

Once the situation is assessed, the next step is to craft core messaging that will serve as the foundation for all communications. This message needs to be clear, concise, and aligned with the brand’s values. In my PR classes, I learned to develop messaging frameworks that can be adapted to different platforms while maintaining consistency. For example, when working on a campaign during an internship, I helped create a core message that was used across press releases, social media, and internal communications. This core message served as a touchstone, ensuring that every piece of communication reflected the same key points.

The first message to your target audiences is critical as it sets the tone for the entire crisis communication and can help restore trust. For instance, a major food company successfully de-escalated a situation and regained customer trust through a transparent and apologetic initial response before the damage spiraled out of control.

Designate a crisis team well before a crisis ever happens. Determine the communication and approval protocols (maybe you have the team in a WhatsApp chat that only gets used during a crisis). It would be best to have templates drafted and designed for different potential crisis scenarios (it’s easier to make edits and tweaks than start from scratch when time is of the essence and things are moving quickly). At least once a year, run through a mock crisis to ensure everyone understands their roles and has what they need to guarantee the best outcome. The mock crisis exercise can be an excellent time to revisit your templates and determine if edits or additions need to be made.

Apart from the crisis team, it is key to align all your coworkers. They are the first line of defence in a reputational crisis. Think of them and their specific needs, and issues they face, when developing the messaging, the channels strategy and so on. The crisis team should represent well the interests and needs of all the areas in your organisation, listen to them and ensure a feedback loop. There should be strong coherence in the messaging spread on social media, in the offices, on the website, face to face, via chat or telephone, etc. Keep your coworkers informed about the situation, give confidence, listen to their feedback and bring them tools to face the situation.

Ensuring consistent messaging requires that all teams involved are on the same page. This means aligning the communications, marketing, and customer service teams, among others. In practice, I’ve seen how internal briefings and regular check-ins can keep everyone informed and prevent mixed messages from going out. During a group project, our team implemented a shared document where everyone could see the approved messaging, making sure that no matter who was communicating, the message was consistent.

Throughout the crisis, it is essential that employees and immediate stakeholders are consistently well-informed, as they serve as the company’s ambassadors and can help stabilize the situation. A well-informed workforce strengthens external trust and minimizes the risk of misinformation or uncertainty.

The best way to handle a crisis is to be prepared for it. This involves conducting a risk audit and studying how to address each identified scenario. This project requires the participation of all teams and individuals who will need to act if these situations materialize. The key is frequent practical training, based on personal interaction and restricted-access communication channels, which allows them to know what to do and how to do it if those circumstances occur. With this ingrained, it will be easier and faster to achieve the crucial alignment needed to successfully resolve the unexpected.

While the core message remains the same, it’s essential to tailor it to fit different platforms. Each platform has its audience and tone, and the message needs to be adapted accordingly. I’ve learned through practical assignments that while a press release may require formal language, social media might benefit from a more conversational tone. For instance, during a digital marketing project, we crafted different versions of the same message for Facebook, LinkedIn, and Twitter, ensuring that while the tone varied, the key message remained intact.

Clear and honest communication is the key to avoid problems at any end. If one have clarity about what is going on and what actually they claim and your foundation is based on engaging with honesty with your valuable audience then in my view you are never going to face any challenges.

In a crisis, it is imperative to communicate consistently across all communication channels in an integrated manner to ensure unified messaging to your target audiences. Mixed messages can exacerbate the crisis and further erode the trust of your audiences.

Transparency and honesty are crucial during a PR crisis. Audiences appreciate when brands take responsibility and communicate openly. I’ve seen this in practice when a brand I was studying decided to address a crisis head-on through a live Q&A session, allowing the public to ask questions directly. This approach helped rebuild trust and showed that the brand was not hiding from the issue. In my own experience, I’ve learned that engaging honestly means acknowledging the problem, outlining the steps being taken to address it, and being open to feedback.

To manage a PR crisis effectively, establish a clear and consistent core message that addresses the issue honestly (this is foundational) and outlines corrective actions. Use a centralized team to coordinate ALL responses, ensuring that the message is adapted to each platform. Be transparent, provide regular updates, and monitor public feedback, responding promptly to any misinformation (there will be some misinformation). Release statements simultaneously across platforms and review the outcome post-crisis to refine future strategies.

Honesty and transparency are crucial in crisis communication as they build trust and underscore the company’s integrity. For example, a major airline was able to quickly regain customer trust and preserve its reputation by providing transparent information about a service failure.

In a crisis, transparency and honesty will go a long way in preventing reputational damage. Try not to communicate things you are not certain about (can be hard because crisis usually demand quick responses), acknowledge any problems and do not promise things you can´t or won´t do.

If there is a key aspect to handling a PR crisis effectively, it is that the company's top executives have to show up and be present. Not only spokespersons, and especially not only external consultants. Having the CEO and other top managers show up (digitally, in the media or ideally in person) proves the company's commitment to solve the issue and do stakeholders justice. It is a non negotiable.

In times of crisis, monitoring communication channels is of utmost importance to quickly and appropriately respond to emerging issues. By closely monitoring social media, you can successfully address comments, contain misinformation, and correct inaccuracies as they arise.

In a PR crisis, ensure consistency across platforms by establishing a clear, unified message that addresses the issue transparently. Communicate this message promptly to all team members and stakeholders, and use it as the foundation for all public statements, social media posts, and internal communications. Regularly monitor and update your messaging to maintain alignment, and designate a spokesperson to ensure a single, cohesive voice represents the organization.