Crisis management is one of the most important areas of brand building that organizations tend to overlook. Crises may come in different forms, so you should never be complacent. Even the biggest companies are never spared. Here are some ways on how you should handle a crisis:
Have a plan
You don’t have to wait for a red flag before creating a crisis management plan. Sit down with all the executives as well as your corporate communications team to outline your course of actions when a crisis hits. Conceptmrk.com added that you also want the expertise of a PR person, so you the service of public relations professionals in your area in Utah.
As soon as you see the first sign of crisis, you need to respond quickly. As suggested by the Ivey Business Journal, you must release your side of the story within a day. Otherwise, the other party involved will have the ball rolling in its court. The media and your competitors may also be spreading their own opinions, which could be detrimental to your reputation.
Many companies would be working on forming their alibis and defenses to save face, but the best approach would be to be truthful. If you are at fault, your audience would appreciate you better if you apologize. You also need to be transparent within the organization, so take the time to gather your employees and let them know the current situation. This will also encourage everyone to deliver a single message, which says a lot about the kind of culture you create.
Don’t ignore social media
Social media often aggravate a crisis because news travels fast and it’s easy for people to form opinions and publish them. What you need to do is to regain control. Publish your official statement and respond appropriately when necessary. You don’t have to react to all posts, but if it’s from a stakeholder, make sure that you address it well.
Know when to stop
Many things happen every day. Tomorrow, you might be old news already. When you feel that the situation has been successfully mitigated, move on instead of adding more fuel to the fire.
Crises may threaten your brand reputation or worse, your reputation as an organization. Make sure that you respond accordingly, as it may only either destroy or strengthen you.