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Crisis management (Common mistakes during crisis (Play Ostrich (What Lance…
Crisis management
Crisis management is the process by which a business or other organization deals with a sudden emergency situation. Hundreds of potential threats exists for organization ranging from a plant fire to loss of competitive secretes.
Crisis is a time of intense difficulty, trouble or danger
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To assess whether a particular company has a higher exposure than others to categories of crisis, a company may employ a risk or crisis managers who may prepare statistical models, review industry data, or work with consultants to understand how one or more crisis could affect the organization.
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Strategies
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The second recommendation is to designate a crisis management team or individual and direct all requests for information from the media to a member of that group or to the spokesperson.
If the customers affected by the crisis company’s statements to the media should include the conformation of ensuring the return or replacement of the product.
The next recommendation is to offer the media a real time or tapped interview with the CEO or with the spokesperson who will answer all the questions.
In the case with legal issues use “no comment” to media until legal aspects of the crisis are fully understood, however, that this tactic will increase media investigation and an unfavorable public image.
One more recommendation is to act in a responsible manner to any questions and anger and frustration of buyers, the company should be patient and answer all questions
The last recommendation is to launch a brief advertising campaign which will disseminate company’s message.