What are some strategies to avoid or mitigate media backlash and negative publicity in a crisis?

Disponibilidade. é preciso falar. Reconhecer o erro (se houver) e dar transparência às a??es. A rea??o com assertividade significa o alinhamento constante aos próprios valores, o cultivo à percep??o positiva do público, com respeito às varia??es de expectativas e diversidade de entendimentos sobre determinada situa??o. Flexibilidade e adapta??o para avan?ar sempre.

In a crisis, the first step is to assess the situation thoroughly, analyzing its depth & potential impact. Drafting a clear, concise, & empathetic message that addresses the issue head-on is crucial. This message should be delivered promptly & through appropriate channels to reach the stakeholders effectively. Monitoring feedback is essential to gauge public sentiment & adjust strategies accordingly. Evaluating the results helps in understanding the effectiveness of the communication & the need for further action. Continual improvement of skills & staying abreast of the latest trends in crisis communication is vital. Always consider the long-term implications of your actions & strive for transparency & honesty in your communication.

Em uma crise, os jornalistas tendem a conduzir investiga??es a respeito do passado da institui??o antes de abordá-la. Trata-se de um momento delicado e potencialmente muito danoso, porque deslizes do presente e do passado se sobrep?em. Avaliar a situa??o é o primeiro passo de um caminho espinhoso, cujo desfecho pode ser positivo, caso haja pensamento estratégico por trás das respostas. Rea??es precipitadas – o famoso “atirar primeiro e perguntar depois” – n?o costumam ser t?o eficientes quanto aquelas baseadas em preparo prévio. Relacionamento com a mídia é uma via de m?o-dupla. Abrir m?o disso é dar margem a distor??es de opini?o e abrir espa?o para a concorrência construir um canal positivo.

Immediately, acknowledge the crisis with a brief Instead of crafting a detailed statement admitting the situation and a commitment to transparency. Acknowledge what’s known and admit what’s not yet clear. This holds off speculation and buys time to shape a response with accurate information. Share frequent updates as details unfold, even if the updates are brief. This keeps the media engaged on your terms, reducing speculation and giving you control of the narrative. Collaborate with experts who have credibility in the field to review and publicly comment on it & encourage employees to share positive aspects of the company on their personal social media channels. Share visuals, like infographics, about what you’re doing to fix the issue.

Assessing the situation has to be the first step in avoiding or mitigating media backlash and negative publicity during a crisis. You must gather accurate information from reliable sources to understand the root cause and scope of the crisis, and identify potential areas of concern or criticism. By conducting a strong situational assessment, you can anticipate potential issues and develop a proactive response strategy. I think it's crucial to evaluate the potential impact and ramifications of the crisis on your stakeholders, including customers, employees, partners, and the broader community. This understanding can inform your messaging and communication approach, allowing you to address their specific concerns and needs effectively.

Do not embellish and do not tell half-truth however bad the situation is. These can come back to bite you. Avoid cliché or vague expressions like "thoughts and prayers", instead show your empathy with sincerity.

O timing da fala da institui??o precisa ser ágil e o tom de voz sincero e autêntico. A estratégia de comunica??o deve ser focada nas necessidades dos impactados. A incorpora??o de uma postura humilde e aberta a críticas pode se mostrar t?o eficiente quanto um mea culpa propriamente dito. A equipe de comunica??o deve preparar um briefing para o porta-voz, estabelecendo os pontos importantes para uma mensagem-chave. Ele deve se perguntar: quem é o meu público interessado, qual é a mensagem que o meu público tem expectativa em receber? A institui??o para a qual trabalho quer transmitir? Como eu vou transmiti-la? Sem responder a essas perguntas n?o existe comunica??o bem-sucedida.

I believe developing clear and consistent messaging is essential to mitigate negative publicity. In my opinion, your message should be tailored to address the specific concerns and questions of your stakeholders, whilst also aligning with your organisation's values and brand. Transparency and honesty should be at the forefront, as attempting to conceal or downplay the crisis can often exacerbate negative perceptions. Craft your message with empathy, acknowledging the impact and addressing how you plan to rectify the situation. Additionally, ensure that your messaging is consistent across all communication channels and spokespersons to avoid mixed signals or contradictory information that could fuel further backlash.

I believe that effective communication in times of crisis is a challenge that requires preparation, clarity, empathy, and proactivity. Integrating these elements into communication strategies not only helps to mitigate reputational damage but also strengthens relationships with the public and aligns communication actions with business objectives. Additionally, remembering that the evaluation of results is essential to refine these strategies and ensure that the organization is always prepared to handle crises effectively.

Once you've assessed the situation, develop a clear, concise, empathetic, and honest message. Your communication should acknowledge any frustration caused, address key concerns, provide relevant information, and outline the steps you're taking to resolve the issue. Consistency in your message is crucial to avoid confusion, maintain credibility and demonstrate a commitment to resolving the crisis.

When speaking to news media, if applicable, do not say "no comment". That is a comment on itself and it can be interpreted to your disadvantage. It is OK to say "we do not know that at this point, but we are looking into it an will get back to you with an answer".

In my experience, it's essential to be proactive and take the initiative in communicating with the media and your stakeholders, rather than waiting for them to come to you. Identify the most appropriate channels and platforms to reach your target audiences, whether it's traditional media outlets, social media, or direct communication channels. Consider holding press conferences or media briefings to provide updates and address questions directly. In my opinion when you are engaging with the media, be prepared to respond to challenging or critical questions with composure and professionalism. Avoid defensive or evasive responses, as these can further fuel negative perceptions.

é importante ter em mente que além do conteúdo, a forma como a mensagem será entregue conta muito. Por isso, deve-se ter aten??o ao tom da voz e à linguagem corporal. Diante da crise, uma dica para a institui??o ao se dirigir à imprensa é: n?o especule. Quaisquer declara??es feitas diante de situa??es hipotéticas podem ser deslocadas de contexto e contribuir para fragilizar ainda mais a imagem da institui??o. Jornalistas podem ter posturas agressivas ao cobrar esclarecimentos dos envolvidos. N?o é aconselhável revidar às provoca??es de nenhum público. Estabelecer escuta ativa e diálogo com todos os públicos é uma receita valiosa para mitiga??o de danos reputacionais e constru??o de relacionamentos.

For medium to large companies and corporations, it’s essential to align and carefully plan both external and internal communications. During a crisis, the key principle is straightforward: employees should be the first to know. This approach is vital for maintaining transparency and trust within the organization, ensuring that your team doesn’t hear significant news and updates from Bloomberg, Forbes, or other national media outlets.

Train the customer-facing employees of what to and not to do or say. While the public relations team and leadership team are trained for this by default, we often forget that the people at the front desk are the ones likely to be facing questions and could potentially make or break the crisis communications plan.

Build intervention check points into your comms/marketing strategy to prevent the likelihood backlash in your campaigns. Embed an inclusive framework into your process to help your marketers proactively build resilience upstream in your brand strategies (which is infinitely better than having your corporate comms teams react to a crisis)

In my opinion, conducting a thorough post-crisis review and analysis is essential to identify areas for improvement and develop a more robust crisis communication plan. Reflect on what worked well and what could have been done better, seeking input from your team, stakeholders, and external experts. Use these insights to enhance your crisis communication training programs, refine your messaging strategies, and strengthen your media relationships. Additionally, consider investing in ongoing professional development opportunities, such as media training workshops or crisis simulation exercises, to enhance your team's preparedness and responsiveness in handling future crises.

In my experience, building and maintaining strong relationships with key stakeholders and media outlets well in advance can be invaluable when a crisis strikes. Cultivate open lines of communication and establish yourself as a trusted and credible source of information. Consider the long-term implications of the crisis and how it may impact your organisation's reputation and stakeholder relationships. Develop strategies to rebuild trust, address any lasting concerns, and reinforce your commitment to transparency and accountability. Finally, remember that crises can often serve as catalysts for positive change and growth.