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Crisis Management: Best Practices

A review of the best practices in crisis management, including creating a crisis management plan, forming a crisis management team, locating a crisis management center, practicing simulations and exercises, developing good internal and external relationships, creating a crisis communication plan, and communicating effectively during a crisis.

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Crisis Management: Best Practices

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  1. Crisis Management A Review of Best Practices Elie Daher

  2. Slide 2 Crisis: Any situation that is threatening or could threaten to harm people or property, seriously interrupt business, significantly damage reputation and/or negatively impact the bottom line. Source: BERNSTEIN CRISIS MANAGEMENT, INC. Website (2013) Jonathan Bernstein Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  3. Slide 3 Best Practices of Crisis Management: Anticipating 1 Create a crisis management plan. • Policies for preventing potential crisis situations. • Strategies and tactics for how to deal with each potential crisis. • Identify who will be affected by potential crisis. • Creation of effective crisis communication plan. • Information about simulations and testing exercises management plan. • Identify location of crisis management center. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  4. Slide 4 Best Practices of Crisis Management: Anticipating 2 Create a crisis management team. • Available on premises when a crisis may occur. • Trained in the duties of several members of the team. • Willing to follow orders. • Willing to accept emergency directives. • Should be able to function under stress. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  5. Slide 5 Best Practices of Crisis Management: Anticipating 3 Locate a crisis management center. • Necessary electrical amperage and outlets. • Basic communication tools like telephones and computers. • Layout for all equipment. • Basic supplies such as food and water. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  6. Slide 6 Best Practices of Crisis Management: Anticipating 4 Practice simulations and exercises. • Practice reveals holes and weaknesses to be addressed before a real crisis occurs. • Once or twice a year to ensure recommendations from previous plan are taken up. • Take account of changes in the business and movement of personnel. Image Courtesy of United Safety Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  7. Slide 7 Best Practices of Crisis Management: Anticipating 5 Develop good internal relationships. • Employees are a company’s ambassadors. • Employees are in a position to explain to customers, family and friends. • Employees can be a very potent support force in your communication efforts. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  8. Slide 8 Best Practices of Crisis Management: Anticipating 6 Develop good external relationships. • Good deeds speak for themselves • A favorable reputation can act as a shield to protect an organization from harm. • A favorable reputation will lead key publics and stakeholders to wait to hear organization’s side of the story. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  9. Slide 9 Best Practices of Crisis Management: Anticipating 7 Create a crisis communication plan. • A system that could reach each public to notify them of the crisis. • Identification of crisis communication team members. • Identification of the media spokesperson and specialist spokespeople. • List of key media contacts. • Pre-approved key messages for different crises. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  10. Slide 10 Best Practices of Crisis Management: During Crisis 1 Communicate information about the crisis. • Work with the press as an ally during a crisis. • Be active rather than reactive to gain control of the message and have a greater chance of correcting misinformation. • Reduce the possibility of a conflict about statements or organizational values and explanations. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  11. Slide 11 Best Practices of Crisis Management: During Crisis 2 Focus on self-efficacy messages. • Don’t over-reassure the public, show people how to protect themselves from the effects of the crisis. • Messages should be valid, useful, and instructive in protecting stakeholders from potential risk. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  12. Slide 12 Best Practices of Crisis Management: During Crisis 3 Communicate corrective and preventive actions. • Provide a prospective vision for recovery to reduce uncertainty post-crisis. • Provide corrective actions as early as possible in the crisis response. • Reduce psychological stress by reassuring stakeholders that their safety is a priority. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  13. Slide 13 Best Practices of Crisis Management: During Crisis 4 Establish strong leadership throughout the crisis. • Help reduce the turmoil, reassert order and control by being visible to employees, community, and the media. • Oversee responses and help others understand and cope with the crisis. • Reduce the impression that the company has something to hide. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  14. Slide 14 Best Practices of Crisis Management: Aftermath of the Crisis 1 Debrief and evaluate the crisis response. • Evaluate quickly and effectively after the crisis to check the accuracy of the crisis plan and make revisions if necessary. • Eliminate any weaknesses, reinforce strengths to prepare for the next incident. • Maintain positive organizational-stakeholder relationships. • Update the stakeholders on the progress and results of ongoing investigations and the actions being taken to prevent a repeat of the crisis. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  15. Slide 15 Best Practices of Crisis Management: Aftermath of the Crisis 2 Communicate lessons learned from the crisis. • Figure out lessons learned from the crisis and communicate with stakeholders. • Reduce vulnerability to similar emergencies in the future, or avoid repetition of the incident. • Determine what was lost, what was gained, and how the organization performed in the crisis. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  16. Slide 16 Best Practices of Crisis Management: Aftermath of the Crisis 3 Realize the positive aspects of the crisis. • Crises offer opportunities for renewal and future growth. • Opportunity to assess strengths and weaknesses as well as vulnerability to external and uncontrollable forces. • Take proactive measures with crisis management planning. • Forces an organization to focus on moving beyond the event and provide a positive direction toward which organizational members can work. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  17. Slide 17 7 Potential Positive Results of Crises • Heroes are born. • Change is accelerated. • Latent problems are faced. • People are changed. • New strategies evolve. • Early warning systems develop. • New competitive advantages appear. Panel Session 1: Crisis Management • A Review of Best Practices • Dr. Elie Daher

  18. Slide 18 Acknowledgements / Thank You / Questions WORKS CITED Andriole, S. J. (Eds.). (1985). Corporate Crisis Management. Princeton, NJ: Petrocelli Books, Inc. Adubato, S. (2008). What Were They Thinking? Crisis Communication: The Good, the Bad, and the Totally Clueless. New Brunswick, NJ: Rutgers University Press. Albrecht, S. (1996). Crisis Management for Corporate Self-Defense: How to Protect Your Organization in a Crisis. How to Stop a Crisis Before It Starts. New York, NY: AMACOM. Anthonissen, P. F. (Eds.). (2008). Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival. London, UK: Kogan Page Limited. Breakenridge, D., & DeLoughry, T. J. (2003). The New PR Toolkit: Strategies for Successful Media Relations. Upper Saddle River, NJ: Pearson Education, Inc. Coombs, T. W. (2006). Attribution Theory as a guide for post-crisis communication research. Public Relations Review, 33 (2), 135-139. Retrieved from http://www.sciencedirect.com/science/article/pii/S0363811106001585 Coombs, T. W. (2007). Ongoing Crisis Communication: Planning, Managing, and Responding (2nd ed.). Thousand Oaks, CA: Sage Publications, Inc. Dilenschneider, R. L. (2010). The AMA Handbook of Public Relations: Leveraging PR in the Digital World. New York, NY: AMACOM. Doorley, J., & Garcia, H. F. (2011). Reputation Management: The Key to Successful Public Relations and Corporate Communication (2nd ed.). New York, NY: Routledge. Smith, K. (2012) Best Practices for Effective Corporate Crisis Management: A Breakdown of Crisis Stages Through the Utilization of Case Studies. California Polytechnic State University, San Luis Obispo, USA.

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