How to handle crisis communications

It might be a fire or a major break-in, a data-hacking incident or an ex-employee who’s gone to the media with unfounded allegations.

The way an organisation handles its crisis communication public relations in such instances is of critical importance. Make sure you respond in the right way:

  • Prior to any crisis, draw up a crisis communications plan which sets out clearly everyone’s responsibilities, and provides a step-by-step approach to communicating with the media and with key stakeholders.

  • Appoint a Crisis Communications Team to oversee your crisis communication public relations. 

  • Don’t cover up or avoid the media – it never looks good and merely means journalists are likely to speculate or get their information from other sources.

  • If your organisation is at fault, admit it straightway if you can – you’ll look better for having the courage to own up to your shortcomings.

  • In your statements and interviews, show determination to resolve the crisis – don’t try to play down its importance.

  • Ensure you have a positive, visible media profile to begin with – that way, any long-term negative impact to your public reputation will be minimised.

Find out more about how we can assist you with crisis communications, public relations and communications strategy.