Saylor.org BUS210: "Crisis Communication Plan"

Summary

This video provides a comprehensive guide on developing a crisis communication plan. It emphasizes the importance of organizing critical information and establishing clear lines of communication before an emergency occurs. Key elements include designating a crisis communication team and spokesperson, establishing a meeting location, and creating a media plan. The video highlights the need for transparency and empathy in communication, especially during crises, to prevent misinformation and mitigate damage. It encourages organizations to streamline communication processes and maintain information security, ensuring they are prepared for inevitable crises.

Takeaways

• 📝 A crisis communication plan is essential for organizing information and responsibilities before an emergency occurs.
• 🚨 Key information to gather during a crisis includes the nature of the problem, who reported it, and whether anyone is in danger.
• 👥 A designated crisis communication team should be established, including members' contact information and roles.
• 📢 Appoint a designated spokesperson to manage information dissemination effectively during a crisis.
• 📍 Identify a specific location for the crisis communication team to meet and coordinate their response.
• 📰 Develop a media plan that outlines procedures for communicating with the press and public.
• 🔒 Ensure information security and maintain audit trails to track communications during a crisis.
• 💬 Use multi-channel communication strategies, including social media, to reach a wider audience.
• 🤝 Show empathy towards those affected by the crisis, prioritizing their concerns over organizational issues.
• ⚡ Streamline communication processes to allow for rapid information dissemination and minimize misinformation.

Q & A

What is the purpose of a crisis communication plan?

The purpose of a crisis communication plan is to organize information and responsibilities for effective communication during emergencies, ensuring that the organization can respond efficiently.

What are the four critical elements of crisis communication?

The four critical elements are the crisis communication team members with contact information, the designated spokesperson, the meeting place or location, and the media plan with specific procedures.

Why is it important to have a designated spokesperson?

A designated spokesperson is crucial for managing information, providing a consistent message to the public, and ensuring that communications are clear and focused during a crisis.

What kind of questions should a crisis communication plan prepare for?

The plan should prepare for questions regarding the nature of the crisis, the safety of individuals, the extent of the problem, reporting details, response initiation, resource availability, and current responder locations.

How can organizations minimize misinformation during a crisis?

Organizations can minimize misinformation by providing accurate and timely information, maintaining transparency, and being honest even when delivering difficult facts.

What role does empathy play in crisis communication?

Empathy is vital in crisis communication as it helps to connect with those affected by the crisis, demonstrating care and understanding rather than focusing solely on the organization's issues.

What should organizations consider regarding communication channels during a crisis?

Organizations should support multi-channel communications, including social media, to reach a broader audience and ensure that information is disseminated quickly and efficiently.

Why is information security important in a crisis communication plan?

Information security is essential to protect sensitive data, maintain trust, and ensure that communication is reliable and accurate, which is critical during a crisis.

What lessons can be learned from past crises, like the BP oil disaster?

Past crises highlight the importance of empathy in communication; failing to show concern for those affected can lead to negative public perception and loss of trust in the organization.

What should organizations do to prepare for potential crises?

Organizations should develop a comprehensive crisis communication plan, designate a crisis communication team and spokesperson, and regularly review and update their strategies to ensure readiness.