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WHAT ARE THE GOLDEN RULES OF CRISIS MANAGEMENT?
There are ten golden rules in crisis management:
1 ) Plan for a crisis
2 ) Test your crisis plans
Then should a crisis happen:
3 ) Tell the truth
4 ) Tell everything that you are able to tell
5 ) Tell it fast and regularly
6 ) Use a consistent spokesperson, preferably the CEO/MD
7 ) Where possible, use third parties to either support what you are saying or to talk on your behalf
8 ) Apologise where necessary
9 ) Never use the crisis for your own personal benefit
10 ) Say what will be done to ensure the crisis never happens again
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The interesting thing about crisis management is that most companies discover they need it when it is too late. This happens when the media are on their doorstep with a corresponding avalanche of negative coverage. Staff motivation is down and rumour mongering is up and day-to-day business is negatively affected and their brand suffers serious damage.
CAN CRISIS MANAGEMENT STOP A CRISIS FROM HAPPENING?
No, but the early detection of certain crises is possible. The immediate implementation of the crisis plan to stop the incident in question can prevent the crisis from becoming worse. Should a crisis happen, crisis management will help manage the incident and enhance effective communication. Crisis management will also help to restore brand credibility and reputation.
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