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Crisis communications – how to communicate during an emergency
Crisis communications is the most intimidating issue for many organizations. Unlike issues management, a crisis is something you did not see coming and did not have time to plan for. Or did you? Many organizations have well thought out emergency plans – in terms of who is responsible for conducting fire drills and who sits on the health and safety committee. However, few organizations have an emergency communications plan, which outlines who the spokesperson is during an emergency, what the key messages are and who will be the media contact and coordinate the media relations. This aspect of emergency planning is just as important as escape route planning and emergency drills.
I can work with your organization to proactively develop an effective emergency communications plan that will help address common communications issues prior to an emergency. This plan will identify a spokesperson, include background information on your organization to be given to the media during a crisis and help you identify key messages. Having served as London’s Emergency Information Officer on a number of large scale emergencies, I can also come to the scene during an emergency and coordinate media relations for your organization. I do not work a regular 9 to 5 day, but rather am available when you need me. Thanks to my Blackberry, I’m only an email or phone call away.
What is the main issue in most emergencies and the area where most organizations run into problems after the emergency is over? Poor communications. Watch any news broadcast and you’ll see a fire at a plant, a chemical spill or an accident where a company representative is shown on the news with a microphone stuck in their face. More often than not they look overwhelmed or stumble on their words, leaving the viewer thinking they have something to hide. Now compare that experience with an organization that has an appointed spokesperson, well drafted key messages and an emergency communications strategy. When the spokesperson is interviewed they are seen as composed, leaving the public thinking the organization has the emergency under control.
I can work with your organization to develop an emergency communications plan, or in the event of the emergency, coordinate media relations, so your organization is not seen as stumbling through the emergency, but rather in control of the situation. By being proactive in emergency communications planning, it will help you be in control of the situation and minimize the stress in an already tense situation.
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