Crisis communication is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation. At the IMC People, we define Crisis communication as the collection, processing, and dissemination of information required to address a crisis. It is the “dialog between the organization and its public(s) before, during, and after the negative occurrence.
Crisis management is an immediate response to a situation that has changed the course of business.
Our general objectives for our crisis communication approach include:
- To provide accurate timely information to the targeted internal and external audiences
- To demonstrate concern for the safety of lives
- To safeguard organizational facilities and assets
- To maintain a positive image of the brand or organization
To be in the know, we have a research team that focuses on triangulating crises that may occur in different sectors and this research helps us tabulate possible responses to crises, plus gives us information to feed to the spokesperson selected to represent brands during crisis.
To ensure that crisis communication goes smoothly, we offer crisis communication training and preparedness for our clients: detailed training on the various scenarios that may occur and affect business as usual and how to handle them, internally and externally, especially to media, board members, and customers. We have a three-stage approach for our crisis communication while considering the ethical principles of responsibility and accountability:
- Pre- Crisis
Here, communication revolves around monitoring crisis risks, making decisions about how to manage potential crises, and training people who will be involved in the crisis management process.
Crisis communication includes the collection and processing of information for crisis team decision-making along with the creation and dissemination of crisis messages. The emergency nature of a crisis amid great uncertainty aggravates already difficult decision-making with the urgent need for the management to make decisions rapidly.
- Post- Crisis
Post-crisis communication involves assessing the crisis management effort and providing follow-up crisis messages as needed. The organization needs to release updates on the recovery process, corrective actions, and/or investigations of the crisis.