This statement, or a variation, is the default comment heard during a crisis, whether from a bank, hotel, transportation provider, tourist attraction, restaurant or manufacturer.
On the surface, this “boilerplate” response may appear to be sincere and suggest the crisis is being mitigated. However, in today’s world, a boilerplate comment is not enough. The public expects sincerity and details. These elements are essential to preserving an organization’s credibility. Offering information upfront empowers a company to lead the discussion rather than defend itself.
A more effective approach to managing a crisis is formal advance preparation supported with proper training. These important steps will ensure there is a designated team in place 24/7 to efficiently handle any given emergency response. This process must begin with the “C-Suite” level of an enterprise and extend to all regional operations.
A good crisis management plan has the following components:
- Clearly defined protocols for what constitutes a crisis
- An up to date chain of command with emergency phone numbers
- A designated team that is skilled to cope in a crisis
- Training at all levels
- Practice drills
A crisis management plan should be considered an essential part of an organization’s daily operations. The plan needs to be widely disseminated, frequently updated and practiced with periodic drills.
Integrated Crisis Management Solutions is composed of security operatives and communications professionals who offer risk assessments, streamlined emergency protocols, management training, customer and employee communication assistance, media relations and recovery programs. For more information, go to www.integratedcrisis.com.