登录查看更多内容

What are the best ways to handle a public relations crisis?

由人工智能和领英社区提供技术支持

A public relations crisis can happen to any organization, regardless of its size, reputation, or industry. It can be caused by a mistake, a scandal, a controversy, or a negative event that affects the public perception of the organization. How an organization handles a public relations crisis can make or break its image, trust, and reputation. In this article, you will learn the best ways to handle a public relations crisis, based on the principles of public relations ethics and professionalism.

此文章中的业界达人

由社区从 8 条内容中精选。了解更多

1 Assess the situation

The first step to handle a public relations crisis is to assess the situation and gather as much information as possible. You need to understand what happened, why it happened, who is involved, who is affected, and what are the potential consequences. You also need to monitor the media coverage, the public reaction, and the stakeholder expectations. You should form a crisis management team that can coordinate the response and communicate with the relevant parties.

添加您的观点

Dr. Prasanth Nair

Ph.D. in Management ? Agile & Strategic HR Leader ? Global Talent Acquisition ? Performance & Retention Management ? HR Transformation ? Training & Development
举报内容
Gather information from all sources that are pertinent, such as internal reports, witnesses and coverage from the media outside the organisation. Speed is of the utmost importance, avoid getting caught in the cloud of doubt. Identify the people who are affected by the issue, including employees, customers, investors and the media, among others. Communication should be prioritised based on the requirements and concerns of the audience. Consider how the possible damage could affect your operations, as well as your brand and reputation. In this way, the level of urgency and the amount of resources required can be determined.

已翻译

赞

2 Acknowledge the crisis

The second step to handle a public relations crisis is to acknowledge the crisis and take responsibility for it. You should not ignore, deny, or hide the crisis, as this will only damage your credibility and trustworthiness. You should issue a public statement that expresses your awareness, concern, and commitment to resolve the crisis. You should also apologize sincerely and empathetically to those who are harmed or offended by the crisis. You should avoid blaming others, making excuses, or minimizing the impact of the crisis.

添加您的观点

Tim O'Brien

Communications, Public Relations, Writer, Podcaster, Author, Crisis Communicator
举报内容
The framing of this phase follows the cookie-cutter template taught in PR 101 on campuses. This approach assumes your organization is at fault & in control of the situation. It assumes rather naively that an apology, if it is done “sincerely and empathetically” will correct harm or offense. In an increasing number of crises, organizations are blindsided for things they didn’t do & cannot control because the attacks are often agenda-driven. In this environment, an apology only feeds the vitriol of attackers & validates the allegations. The profession needs to get past this simplistic approach to crisis PR. Crises are usually more complex and nuanced than this. I get at this in my book The Essential Crisis Communications Plan.

已翻译

赞
Carina Goldschmid

From Growth to Greatness – Transforming scaleups into market leaders through strategic and impactful communication
举报内容
In dieser Phase ist es wichtig, dem Unternehmen oder der Person, um die es geht, klar zu machen, dass eine Berichterstattung so oder so stattfinden wird. Jetzt geht es darum, alle wichtigen Informationen auf den Tisch zu legen und das Thema vom Status Quo zur Entstehung zu rekonstruieren. In der Kommunikation muss man abw?gen, was man zum jetzigen Zeitpunkt sagen darf und was nicht. Wichtig ist hier zu wissen, dass Anw?lte immer raten werden, nichts oder so wenig wie m?glich zu sagen. Das ist aus Kommunikationssicht problematisch und keine oder eine sehr knappe Antwort kann zu massiven Reputationssch?den führen. Darum muss sobald die Krise anerkannt wurde, entschieden werden, mit welchen Konsequenzen man besser leben kann.

已翻译

赞

3 Address the crisis

The third step to handle a public relations crisis is to address the crisis and take action to resolve it. You should not only say what you are doing, but also show what you are doing. You should provide factual, accurate, and timely information to the media, the public, and the stakeholders. You should also demonstrate your values, principles, and standards of conduct. You should explain how you are fixing the problem, preventing it from happening again, and improving your performance.

添加您的观点

Dr. Prasanth Nair

Ph.D. in Management ? Agile & Strategic HR Leader ? Global Talent Acquisition ? Performance & Retention Management ? HR Transformation ? Training & Development
举报内容
Neither attempt to cover up nor to shift blame should be made. Trust and credibility are built through the practice of accepting accountability and transparencies. The problem should be addressed in a statement that is both clear and concise, detailing the cause, the efforts that have been taken and the planned remedies. In addition to preventing conjecture, transparency helps to create confidence. Please express sincere regret and accept responsibility for the impact that your actions have had on people who have been impacted. An apology that is fully honest can go a long way towards healing scars.

已翻译

赞
Carina Goldschmid

From Growth to Greatness – Transforming scaleups into market leaders through strategic and impactful communication
举报内容
Kommunikation mit der Zielgruppe. Wichtig ist das MIT und nicht das AN. Statements, die rein auf Sachlichkeit beruhen und von Anw?lten vorformuliert wurden, funktionieren im Dialog mit der ?ffentlichkeit nicht. Stattdessen ist es wichtig, offen zu sein, die Entstehung zu erkl?ren und transparent zu sein, was jetzt die n?chsten Schritte des Unternehmens sind. Je pers?nlicher, desto besser. Deshalb empfehle ich hier auf Video-Statements (Social Media) und Interviews / Podcasts (Presse) zu gehen.

已翻译

赞

4 Align with your stakeholders

The fourth step to handle a public relations crisis is to align with your stakeholders and rebuild your relationships. You should not isolate yourself from your stakeholders, but rather engage with them and listen to their feedback. You should also acknowledge their concerns, expectations, and emotions. You should show your appreciation, gratitude, and respect for their support and loyalty. You should also seek their input, collaboration, and participation in your recovery and improvement efforts.

添加您的观点

Dr. Prasanth Nair

Ph.D. in Management ? Agile & Strategic HR Leader ? Global Talent Acquisition ? Performance & Retention Management ? HR Transformation ? Training & Development
举报内容
Keep your staff up to date on the problem and the efforts you are making to respond to it. Being open with one another reduces feelings of worry and fosters trust among employees within the organisation. It is important to address their concerns in an open and transparent manner by means of press releases, media briefings or updates on social media. Demonstrate real empathy and a willingness to locate a solution to the issue. It is important to make contact with industry partners, community leaders and trusted influencers in order to generate support and reduce the amount of criticism received.

已翻译

赞

5 Adapt to the changes

The fifth step to handle a public relations crisis is to adapt to the changes and learn from the experience. You should not go back to business as usual, but rather embrace the opportunities and challenges that the crisis brings. You should also evaluate your performance, identify your strengths and weaknesses, and implement your lessons learned. You should also update your policies, procedures, and practices to reflect your new reality and goals. You should also monitor your progress, measure your results, and celebrate your achievements.

添加您的观点

Dr. Prasanth Nair

Ph.D. in Management ? Agile & Strategic HR Leader ? Global Talent Acquisition ? Performance & Retention Management ? HR Transformation ? Training & Development
举报内容
The public's reactions, internet attitude and media coverage should all be monitored so that your communication plan may be adjusted as necessary. Maintain your flexibility and be prepared to make adjustments in the event that the circumstances alter. Create preventative measures to deal with the dissemination of material that is either erroneous or misleading on the internet. Verify the allegations with evidence and present counter-narratives that are accurate. In order to uncover any gaps in your internal procedures or communication techniques, you should conduct an analysis of the situation. Make use of this information to avoid occurring again in the future.

已翻译

赞

6 Advance your reputation

The sixth step to handle a public relations crisis is to advance your reputation and enhance your image. You should not dwell on the past, but rather focus on the future. You should also communicate your vision, mission, and values to your stakeholders. You should also showcase your achievements, innovations, and contributions to your industry and society. You should also highlight your positive stories, testimonials, and endorsements. You should also leverage your networks, partnerships, and alliances to amplify your message and reach.

添加您的观点

Carina Goldschmid

From Growth to Greatness – Transforming scaleups into market leaders through strategic and impactful communication
举报内容
Um den Ruf zu verbessern und zu zeigen, dass wirklich ein Learning stattgefunden hat, ist es wichtig, Fehler einzugestehen und Ma?nahmen einzuleiten, die dazu dienen, dass eine Situation, die zur Krise geführt hat, nicht mehr vorkommen kann.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Business Communications

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best ways to handle a public relations crisis?

1

2

3

4

5

6

7

1 Assess the situation

2 Acknowledge the crisis

3 Address the crisis

4 Align with your stakeholders

5 Adapt to the changes

6 Advance your reputation

7 Here’s what else to consider

Business Communications

给文章评分

感谢您的反馈

更多Business Communications相关文章

更多相关阅读内容

What are the best ways to handle a public relations crisis?

1

2

3

4

5

6

7

1 Assess the situation

2 Acknowledge the crisis

3 Address the crisis

4 Align with your stakeholders

5 Adapt to the changes

6 Advance your reputation

7 Here’s what else to consider

Business Communications

给文章评分

感谢您的反馈

查看其他技能