Lessons on Effective Crisis Communication
Partnering with crisis audience
Understanding the diversity of your audiences
THE POWER OF POSITIVE THINKING
Determine your goals for crisis communication.
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Knowing how to frame events is one of the most important strategies organizations can employ to move beyond a crisis. We have found that when organizations are able to think about the positive potential rather than the negative aspects of a crisis, they are better able to move beyond the event.
Meyers and Holusha (1986) discuss seven potential positive results that can come from a crisis:
New competitive advantages appear.
Latent problems are faced.
People are changed.
Change is accelerated.
Early warning systems develop.
- crisis communicators want to reach is goals of their crisis response. Two goals that want to reach which is to reduce the impact of crisis or to maintain customer base.
- the important on effective of crisis comm is the relationship between organization and their stakeholders. Organizations and stakeholders should work together to find a solution of the crisis.
- effective crisis communicators need to understanding the diversity of the audiences that they will cooperation after the crisis.
PRIMARY AND SECONDARY STAKEHOLDERS DEFINED
To communicate more effectively, an organizations must determine the types of communication relationship or partnership they currently have with primary stakeholders
Primary stakeholders are those groups defined by an organization as
most important to its success.
New strategies evolve.
Heroes are born
Effective Crisis Communication involves listening to your stakeholders.
This strategy, known as “spin,” often leaves the public feeling it does not have the full story, which creates resentment toward the organization.
Listening to stakeholders is also a crucial aspect of postcrisis communication.
Secondary stakeholders are key groups that do not play an active role tant to its overall success.
What message do stakeholders need following a crisis?
Communicate early and often with both internal and external stakeholders
Contacting everyone affected by the crisis
Identifying the cause of the crisis
Determining current and future risks
- for example, public health departments partnering with local media to respond for public health crisis
Organizations should keep their friendly stakeholders
close and their discontented stakeholders closer.
organizations are better able to prepare and respond to
crises when they have coordinated with all stakeholder groups before and after the crisis.
- the importance of having goals , an organizations can plan a better strategy to accomplish their objectives
- to create better strategy on crisis , crisis comm must whos primary stakeholders and secondary stakeholders
Avoid certain or absolute answers to the public and media until sufficient information is available.
provide clear and consistent messages to stakeholders as quickly as possible after crises
BE CAREFUL OF OVERRASSURING YOUR STAKEHOLDERS
Organizations that communicate too quickly with too much certainty often must later retract their public comments
The organization should not overreassure audience about a crisis's risk or impact is consistent with discussion about communicationing uncertainty and certainty about a crisis
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The public needs useful and practical statements of self-efficacy during a crisis.
statements made to the public that give people the ability to protect themselves from the effects of the crisis
For example, to protecting oneself from impure drinking water
(2) boil water for 2 minutes
(3) buy bottled water
(1) Use chlorine drops if safety is uncertain
Group Boria
1.Celestia binti Rostel (69293)
2.Iffa Natasya binti Mohd Zikri (69876)
3.Joharin bin Jasmin (73052)
4.Mohd Fadli bin Joli @ Muntol (70475)
5.Muhammad Izzat Syafiq bin Sahrin (73102)