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WHAT IS CRISIS MANAGEMENT?
Crisis management is the effective planning for and management of particular circumstances that could negatively affect a company, organisation or person. It makes use of various strategies, tactics and appropriate communication and messaging techniques to keep the various publics of a company, individual or organisation prepared and informed. In certain circumstances, well-managed crises can be turned into an advantage for the company/individual concerned.
WHAT ARE THE COMMON MISTAKES IN
CRISIS MANAGEMENT?
There are four common mistakes made in crisis management: Many companies have no crisis plan at all, so the first common mistake is lack of planning coupled with a belief of "It can not happen to me." The second is treating the media as adversaries rather than conduits who make up a critical part of the communication chain at all times and particularly in a crisis. The third mistake is management's attitude in many cases, of "I'll deal with the crisis if and when it happens." The final mistake is poor communication with all parties - staff, suppliers, clients, industry bodies, etc.
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WHO ARE THE PUBLICS IN A CRISIS SITUATION?
The publics are identified recipients of communication from a company or organisation in crisis. Typically you will need to communicate and work with four different categories of publics in a crisis. In many but not all crisis situations there are up to 22 different types of publics that need to be communicated with. These fit into the four categories and will vary from incident to incident.
While communication takes place on a case-by-case basis, the different publics may need to receive the same or similar information either all at once in a co-ordinated fashion, occasionally or at staged intervals.
CAN THE MEDIA BE CONTROLLED IN A CRISIS SITUATION?
A free and independent media can never be controlled, but the message to them can be. It is through the effective and honest communicating of key messages to the media and the carrying of these messages by the media, that the target public can receive positively constructed information that could influence their perceptions.
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