Your company is facing a crisis. How do you ensure your communication with the press protects your image?

For risk managers the role would be to ensure corporate communication protocols and controls are effective and up to date. A risk register can also be useful took to evaluate if the Company's communication strategy is covering all basis

Transparent without stripping yourself naked""words I have heard during the crisis management. While managing multiple crisis in Myanmar, the most important lesson that I have learnt was communicating to public without proper assessment of the issue/risk will add more fuel to the fire instead being transparent. The purpose of the communication is to let the audience knows about the situation and how the firm is resolving the issue be it good or bad. Therefore, getting your risk assessment right and timely is pivotal to shape your communication strategy.

Agree and great advice - bad news does not age well. Say what you know, don’t project outcomes that you don’t have the facts to support, and don’t speculate.

Ensuring effective communication with the press during a crisis is crucial for protecting your company's image. It involves preparing a clear, honest message, designating a trained spokesperson, and being transparent about the situation. Expressing empathy, outlining actions taken, and maintaining responsiveness to media inquiries are essential. Monitoring media coverage and preparing for follow-up questions help control the narrative. Reflecting on the communication strategy post-crisis can also provide valuable insights for future improvements.

It is important that the Company's PR crafts the message as he/she is in tune with the mission and vision of the company and is rightfully placed to covey the crisis message professionally to caution the customers and assure them of the company's resolve to serve its customers diligently.

Beginning by honestly acknowledging the situation is an important first step, since it will show that the company isn't taking the responsibility lightly, which reinforces maintaining trust.

Being honest and being transparent about what is known and what steps are being taken is an important part of controlling the flow of information and within the same breath can be seen as being proactive in as far as commi9os concerned.

Controlling the optics of a crisis involves proactively managing public perception by taking immediate action, owning the situation, and maintaining transparency. First, get in front of the crisis by quickly acknowledging the issue before rumors or misinformation spread. This helps shape the narrative and demonstrates leadership. Own the crisis by taking full responsibility, showing empathy, and outlining clear steps being taken to address the problem. Being candid is crucial; communicate honestly and openly with stakeholders about the situation, the impact, and the corrective measures. This builds trust and credibility, ensuring that the organization emerges resilient and maintains its reputation.

Proactive monitoring media and social channels, you can gauge public sentiment and swiftly address emerging concerns. This approach shows your company is both responsive and responsible. During the 2018 data breach, Marriott proactively communicated updates, maintaining trust and controlling the narrative. Starbucks, after a wrongful arrest incident, quickly apologized and implemented racial-bias training, demonstrating social responsibility. Similarly, Apple addressed concerns over iPhone throttling by offering discounted battery replacements and transparent communication. Proactive engagement helps shape discussions and prevent misinformation, reinforcing your company’s commitment to transparency and responsibility.

As a part of monitoring public sentiment, the company can also continously track what the media and social channels are saying about the crisis as a part of media monitoring. Additionally, analytics can aid in guaging the mood and likewise the opinions expressed by stakeholders.

It's is important to also engage with stakeholders through surveys in order to Guage stakeholder reactions through direct feedback.

il n'y a pas de bonne communication pour une crise! La methode FACET est efficace pour attenuer la gravité: Préparez-vous à l'avance : Identifiez les risques et préparez des éléments de langage. Soyez empathique : Montrez de la compassion pour humaniser la gestion de crise . Maintenez la transparence : Informez régulièrement le public. Agissez rapidement : Prenez des actions décisives dès les premières heures. La méthode FACET est un outil précieux pour gérer les crises de manière efficace et maintenir la confiance du public. Adoptez cette méthode pour améliorer votre gestion de crise et protéger l'image de votre organisation.