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Crisis Communication refers to the quick and proactive approach that corresponds with an organization and people during a calamity or an adverse situation.
Crisis Communication is an initiative that helps an organization protect its reputation and maintain its public image.
Example of Crisis
1. Samsung Note 7 Failure
What is Crisis Communication?
Media trials, government-directed investigations, and criminal attacks can damage a company’s reputation. The crisis communication process at such times proves a blessing as it helps to mitigate the negative impact on the organization as a whole.
Importance of Crisis Communication
1. Diffuse rumors
2. Save corporate reputation
3. Protect employees and other stakeholders
4. Maintain workplace trust
5. Lowers the impact on business viability and objectives
6. Maintain customer loyalty
7. Maintain the image of a valuable employer
Need for Crisis Communication
1. Save the reputation of a company against challenges and threats
2. To protect the standing of the community within the industry
3. Guard the brand identity
4. Help the business to recover from challenging situations
5. Prevent the spread of rumors
6. Create a secure workplace environment for employees
Phases of Crisis Communication
Pre-Crisis
Pre-crisis involves monitoring the risk, making related decisions, and training people in the crisis management process. Preparing in advance to prevent any crisis in the future by taking steps like preparedness, mitigation and prevention should be done in this phase.
Crisis
This step involves processing information for the team to enable decision-making. Response, recovery, and development are the steps to be taken in this phase
Post-Crisis
The post-crisis phase involves finding out the reason for the crisis through relief, recovery, and rehabilitation. It also assesses the efforts and provides follow-up messages.
Steps for Crisis Communication
1. Anticipate the crisis
2. Come up with a viable plan
3. Assign a crisis communication team and a spokesperson
4. Ensure real-time communication in case of crisis
5. Ensure pro-active response
6. Be flexible in dealing with confusion
7. Follow media reports and reactions quickly
8. Gather feedback
9. Deliver message through proper channels
10. Create a crisis management team
11. Let the PR team restore the corporate image
12. Plan aftermath strategies in advance
Crisis Communication Examples
1. Samsung Note 7
2. Coca-Cola and PepsiCo – Pesticide Issue in India
This video is on Crisis Communication and it has the following sub-topics.
Time Stamps
0:00 What is Crisis Communication?
00:21 What is Crisis?
00:43 Example of Crisis
01:03 What is Crisis Communication?
01:26 Importance of Crisis Communication
01:58 Need for Crisis Communication
02:34 Phases of Crisis Communication
03:18 Steps for Crisis Communication
04:10 Crisis Communication Examples
04:13 Example 1: Samsung Note 7
05:38 Example 2: Coca-Cola and PepsiCo – Pesticide Issue in India
