Quelles sont les pratiques exemplaires pour communiquer avec les médias et le public pendant une crise?

In simpler form, I believe we need to be sensitive to the environment, understand the impact of the crisis in the current situation and have a crisis management and communication plan to cope with the period.

Being prepared means knowing who are the sources to consult and what would need to be communicated. To that effect, planning for a crisis means understanding the preventive measures in place and communicating internally to be aware of the anticipated scenarios and what information would need to be communicated to whom. Even in time of crisis, as it unfurls, anticipate the next possible scenario and start answering the questions that have an impact on the organization's credibility and trust in the media and in the public's eye.

Constant Feedback In a time of crisis, dialogue must be ongoing. Usually, Crises come after very volatile situations. Handling new scenarios comes with a readjustment in goals and objectives, which must be clear to the teams. More than communicating changes, the team needs to know how their role fits into the overall picture. This concern will define the role and dept of agents' involvement during the crisis period. Therefore, constant Feedback is essential.

Honesty is the key so share absolute accurate information about the crisis and be as transparent as possible in offering solutions or the steps that are being taken to handle the situation. Your reputation is that most valuable asset for your business and even a tiny little fib can potentially have damaging effect.

My advice would be the following - Be prepared - You should already have a crisis communications strategy in place before one actually occurs - Honesty is the best policy - Be Empathetic - Select the appropriate spokesperson - Timely responses - Provide a plan of action to remedy crisis - Ensure that plan of action is followed - Provide consistent and accurate updates - Ensure consistent messaging - Ensure the right communication channels are used

Honesty followed by empathy are the skills which not only saves the image of an organization during a crisis but also builds it even stronger. After an unexpected crisis, here's what a brand can do to recover its public image smoothly : ->Owning up the made mistakes immediately, highlighting each problem made and its genuine corresponding cause in public. ->Conveying their deepest empathy towards the ones affected. ->Not only promising but taking visible actions towards taking care of the damage made to the victims and ensuring affirmative results as soon as possible. ->Formulating a firm backup communication plan for any such unexpected event in the future. ->Accepting each feedback with utmost humility and honesty.

While the manner you convey the message may vary across audiences, remember that this consistency needs to extend across all stakeholder groups - including employees, customers and investors.

Real-Time & Transparent Communication In times of crisis, instant communication is even more necessary, as the scenario can change quickly, and the agents involved know this. Attention to updates that directly affect the sector (The Crisis Center), team performance, and general business is essential to convey security to the stakeholders. Transparent communication is one of the most important elements contributing to good people management during a crisis. Especially if the company has been greatly affected and had to work with a reduced team.

Be accessible. If you agree to follow up, follow through. Don't say things "in confidence." To quote Benjamin Franklin, "The only way two people can keep a secret is if one of them is...dead."