[To comment: larry at larrylitwin dot com]
More on crisis communication from the newest edition of The PR Playbook available from www larry litwin dot com and elsewhere. We will try to include some of the latest in each week’s blog. This week’s topic is “crisis communication.”
Considerations Your Single Spokesperson Must Keep In Mind (During A Crisis)
• Do your homework
• Be accessible
• Be prompt and dependable
• Avoid being pushed into easy solutions
• Accept responsibility
• Be responsive, forthright and show compassion for victims and their families
• Bluffing an answer is not acceptable – wait until you have the correct information
• Speak and write your information clearly
• Be prepared to respond to incorrect information
Get Down to Basics
When a crisis breaks, first, before anything else, gather the facts. Once you have the facts, determine which changes must be made in the strategic plan to best manage this particular crisis. Communicate your plan, first internally, then externally.
Seek feedback.
Evaluate your plan.
[To comment: larry at larrylitwin dot com]