When you run a business, you must be prepared for emergencies. Part of that preparation includes a plan for proper communication to your employees, investors, and clients during the situation. A business without a crisis communication plan could find itself in hot water during any range of negative situations. This quick guide will help you learn more about the process and how to implement your own plan.
What Is Crisis Communication?
Businesses have specific plans for how to talk to employees and the public during an emergency. The combination of systems, protocols, and technologies is known as crisis communication. The head of a business gives the order to begin using the communication process during business crises, such as public relations incidents, as well as during disasters like crime, fire, or viral outbreaks.
What Are the Key Components of Crisis Communication?
Whether your business is in logistics or you are in charge of crisis communication for senior care, you can expect the process to need three key components. First, you must communicate in real time to ensure employees and the public have the most updated information. Next, the communication must be relevant, lest you overrun your system by providing information to people who don’t need it. Your system should be able to target individual departments or groups to receive personalized information as needed. Finally, you must be sure the information you provide is easily accessible. Mobile technology is preferred, which means you must have cell phone numbers for the affected audience. Communicate via recorded phone calls or text messages. Avoid email, as not everyone can access it on the go.
How Can a Business Practice Better Communication?
Handling a crisis the right way is essential for keeping employees and customers safe and for ensuring your business maintains a good reputation. The two most important things to keep in mind is that you should respond to an emergency quickly and put the victims first. However, don’t rush your response, either. Ensure you have a concise, factual message. If the crisis is your fault, apologize to the victims. Either way, empathize with them as well. Always tell the truth when communicating and avoid placing blame on any one person, department, or business. Finally, provide consistent messages and updates to every effected group.
If you have never created a crisis communication plan before, now is the time to do so. Seek out professionals and tools who can help you create an effective plan and teach you how to analyze the response to your communication so that you can update more consistently. You might also implement a mobile app to make communication easier for business owners, employees, and clients alike.