Crisis Communication Plan Example

 

crisis communication plan outline

Crisis Communication Plan Outline Download. Click the download button to read the full document. Why a Crisis Communications Plan? In today’s society, for any organization serving thousands of people, preparation for emergencies and for emergency communications is essential. As we guard the lives and well being of our members and guests, we. 2) Content: The first pages of a crisis communication plan should clearly outline the steps the company will take in the event of a crisis, who is responsible for taking these steps, and how to contact the crisis communication team. 3) Review: The crisis communication plan should be reviewed and approved by. This assessment process should lead to creating a Crisis Response Plan that is an exact fit for your organization, one that includes both operational and communications components. The remaining steps, below, outline some of the major topics that should be addressed in the communications section of the plan. 2. Identify Your Crisis.


Six Elements of a Crisis Communication Plan


When an emergency occurs, crisis communication plan outline, the need to communicate is immediate. If business operations are disrupted, customers will want to know how they will be impacted. Regulators may need to be notified and local government officials will want to know what is going on in their community, crisis communication plan outline.

Employees and their families crisis communication plan outline be concerned and want information. Neighbors living near the facility may need information—especially if they are threatened by the incident. An important component of the preparedness program is the crisis communications plan. A business must be able to respond promptly, accurately and confidently during an emergency in the hours and days that follow. Many different audiences must be reached with information specific to their interests and needs.

The image of the business can be positively or negatively impacted by public perceptions of the handling of the incident, crisis communication plan outline. This step of Ready Business provides direction for developing a crisis communications plan. Understanding the audiences that a business crisis communication plan outline to reach during an emergency is one of the first steps in the development of a crisis communications plan.

There are many potential audiences that will want information during and following an incident and each has its own needs for information. The challenge is to identify potential audiences, determine their need for information and then identify who within the business is best able to communicate with that audience.

Contact information for each audience should be compiled and immediately accessible during an incident. Existing information such as customer, supplier and employee contact information may be exportable from existing databases.

Include as much information for each contact as possible e. Lists should be updated regularly, secured to protect confidential information and available to authorized users at the emergency operations center or an alternate location for use by members of the crisis communications team.

Electronic lists can also be hosted on a crisis communication plan outline server for remote access with a web browser. Hard copies of lists should also be available crisis communication plan outline the alternate location.

Customers are the life of a business, so contact with customers is a top priority. Customers may become aware of a problem as soon as their phone calls are not answered or their electronic orders are not processed.

The business continuity plan should include action to redirect incoming telephone calls to a second call center if available or to a voice message indicating that the business is experiencing a temporary problem.

The business continuity plan should also include procedures to ensure that customers are properly informed about the status of orders in process at the time of the incident, crisis communication plan outline.

Customer service or sales staff normally assigned to work with customers should be assigned to communicate with customers if there is an incident, crisis communication plan outline. If there are a lot crisis communication plan outline customers, then the list crisis communication plan outline be prioritized to reach the most important customers first.

The crisis communication or business continuity plan should include documented procedures for notification of suppliers. The procedures should identify when and how they should be notified. Protocols for when to notify management should be clearly understood and documented. Consider events that occur on a holiday weekend or in the middle of the night.

It should be clear to staff what situations require immediate notification of management regardless of the time of day. Similar protocols and procedures should be established for notification of directors, investors and other important stakeholders.

Management does not want to learn about a problem from the news media. Communications with government officials depends upon the nature and severity of the incident and regulatory requirements. Businesses that fail to notify a regulator within the prescribed time risk incurring a fine.

OSHA regulations require notification to OSHA when there are three or more hospitalizations from an accident or if there is a fatality. Environmental regulations require notification if there is chemical spill or release that exceeds threshold quantities. Other regulators may need to be notified if there is an incident involving product tampering, contamination or quality.

Notification requirements specified in regulations should be documented in the crisis communications plan. A major incident in the community will capture the attention of elected officials. A senior manager should be assigned to communicate with elected officials and public safety officials.

Human Resources HR is responsible for the day-to-day communications with employees regarding employment issues and benefits administration. HR management should assume a similar role on the crisis communications team. HR should coordinate communications with management, supervisors, employees and families. HR should also coordinate communications with those involved with the care of employees and the provision of benefits to employees and their families.

Close coordination between management, company spokesperson, public agencies and HR is needed when managing the sensitive nature of communications related to an incident involving death or serious injury. If there are hazards at a facility that could impact the surrounding community, then the community becomes an important audience.

If so, community outreach should be part of the crisis communications plan. The plan should include coordination with public safety officials to develop protocols and procedures for advising the public of any hazards and the most appropriate protective action that should be taken if warned.

If the incident is serious, then the news media will be on scene or calling to obtain details. There may be numerous requests for information from local, regional or crisis communication plan outline media. The challenge of managing large numbers of requests for information, interviews and public statements can be overwhelming. Prioritization of requests for information and development of press releases and talking points can assist with the need to communicate quickly and effectively.

Develop a company policy that only authorized spokespersons are permitted to speak to the news media. Communicate the policy to all employees explaining that it is best to speak with one informed voice. Determine in advance who will speak to the news media and prepare that spokesperson with talking points, crisis communication plan outline, so they can speak clearly and effectively in terms that can be easily understood. During and following an incident, each audience will seek information that is specific to them.

After identifying the audiences and the spokesperson assigned to communicate with each audience, the next step is to script messages. Pre-scripted messages should be prepared using information developed during the risk assessment. The risk assessment process should identify scenarios that would require communications with stakeholders. There may be many different scenarios but the need for communications will relate more to the impacts or potential impacts of an incident:, crisis communication plan outline.

Messages can be pre-scripted as templates with blanks to be filled in when needed. Pre-scripted messages can be developed, approved by the management team and stored on a remotely accessible server for quick editing and release when needed.

Another important element of the crisis communications plan is the need to coordinate the release of information. When there is an emergency or a major impact on the business, there may be limited information about the incident or crisis communication plan outline potential impacts, crisis communication plan outline. One of the aims of the crisis communication plan is to ensure consistency of message.

If you tell one audience one story and another audience a different story, it will raise questions of competency and credibility.

Protocols need to be established to ensure that the core of each message is consistent while addressing the specific questions from each audience.

Another important goal of the crisis communications plan is to move from reacting to the incident, to managing a strategy, to overcome the incident. Management needs to develop the strategy and the crisis communications team needs to implement that strategy by allaying the concerns of each audience and positioning the organization to emerge from the incident with its reputation intact.

Communications before, during and following an emergency is bi-directional. Stakeholders or audiences will ask questions and request information, crisis communication plan outline. The business will answer questions and provide information. This flow of information should be managed through a communications hub. The centers receive requests for information from crisis communication plan outline audience and disseminate information to each audience.

Employees from multiple departments may be assigned to communicate with a specific audience. The contact center should be properly equipped and staffed by personnel to answer requests for information. The information center and its technologies can be used to push information out to audiences and post information for online reading. The crisis communications team, consisting of members of the management team, should operate in an office environment to support the contact and information centers.

The offices may be clustered near the emergency operations center or at an alternate site if the primary site cannot be occupied. The goal of the crisis communications team is to gather information about the incident. This should include monitoring the types of questions posed to call center operators or staff in the office; emails received by customer service; social media chatter or stories broadcast by the news media.

Using this input, the crisis communications team can inform management about the issues that are being raised by stakeholders. In turn, management should provide input into the messages generated by the crisis communications team. The team can then create appropriate messages and disseminate information approved for release. Resources should be available within the primary business site and provisions should be made to set up similar capabilities within an alternate site in case the primary site cannot be occupied.

Crisis Communications Plan. Audiences Understanding the audiences that a business needs to reach during an emergency is one of the first steps in the development of a crisis communications plan. The following is a list of potential audiences. Customers Survivors impacted by the incident and their families Employees and their families News media Community—especially neighbors living near the facility Company management, directors and investors Government elected officials, regulators and other authorities Suppliers Contact Information Crisis communication plan outline information for each audience should be compiled and immediately accessible during an incident.

Customers Customers are the life of a business, so contact with customers is a top priority. Suppliers The crisis communication or business continuity plan should include documented procedures for notification of suppliers. Management Protocols for when to notify management should be clearly understood and documented. Employees, Victims and Their Families Human Resources HR is responsible for the day-to-day communications with employees regarding employment issues and benefits administration.

The Community If there are hazards at a facility that could impact the surrounding community, crisis communication plan outline, then the community becomes an important audience. News Media If the incident is serious, then the news media will be on crisis communication plan outline or calling to obtain details. Messages During and following an incident, each audience will seek information that is specific to them.

Resources for Crisis Communications Resources should be available within the primary business site and provisions should be made to set up similar capabilities within an alternate site in case the primary site cannot be occupied. Pens, pencils, paper, clipboards and other stationery supplies.

 

How to Write a Crisis Communications Plan (with Pictures)

 

crisis communication plan outline

 

A crisis communication plan is made after analyzing the situation and all the necessary resources needed to recover from the crisis are mentioned into it. > Tips for framing a perfect Crisis Communication Plan Template. Anticipate Crisis: Keep preparing for the possible crisis and maintain a team to handle it. Although each crisis or emergency will require a unique public information response, this crisis communication plan provides policies and procedures for the coordination of internal and external communications for Meredith College in the event of a crisis. This assessment process should lead to creating a Crisis Response Plan that is an exact fit for your organization, one that includes both operational and communications components. The remaining steps, below, outline some of the major topics that should be addressed in the communications section of the plan. 2. Identify Your Crisis.