This statement, or a variation, is the default comment heard during a crisis, whether from a bank, hotel, transportation provider, tourist attraction, restaurant or manufacturer.
On the surface, this “boilerplate” response may appear to be sincere and suggest the crisis is being mitigated. However, in today’s world, a boilerplate comment is not enough. The public expects sincerity and details. These elements are essential to preserving an organization’s credibility. Offering information upfront empowers a company to lead the discussion rather than defend itself.
A more effective approach to managing a crisis is formal advance preparation supported with proper training. These important steps will ensure there is a designated team in place 24/7 to efficiently handle any given emergency response. This process must begin with the “C-Suite” level of an enterprise and extend to all regional operations.
A good crisis management plan has the following components:
A crisis management plan should be considered an essential part of an organization’s daily operations. The plan needs to be widely disseminated, frequently updated and practiced with periodic drills.
Integrated Crisis Management Solutions is composed of security operatives and communications professionals who offer risk assessments, streamlined emergency protocols, management training, customer and employee communication assistance, media relations and recovery programs. For more information, go to www.integratedcrisis.com.
When a modern-day crisis unfolds, gone are the days where executives can assemble in a war room to assess the potential damage and then take their time to formulate a response to appease the media and, more importantly, assuage the fears of their loyal customers – their most treasured asset.