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Crisis Comunication - Coggle Diagram

- - - - Crisis communication director
        
        This is the person who leads and coordinates the crisis communication team and strategy. They are typically the company’s head of public relations or communications, or someone with similar experience and authority
      - Spokesperson
        
        This is the person who communicates with the media and the public on behalf of the company. They are usually the CEO or another senior executive who can speak confidently and credibly about the crisis situation
      - Functional managers
        
        These are the people who represent the key functions or departments of the company, such as operations, finance, human resources, legal, etc.
        
        They provide relevant information and expertise to the crisis communication team and ensure alignment and consistency across the organization21.
      - Safety or Security Officer
        
        This is the person who oversees the safety and security aspects of the crisis situation, such as evacuating people, securing premises, contacting emergency services, etc.
        
        They advise the crisis communication team on the risks and impacts of the crisis on people and property.
      - Eyewitness or expert
        
        This is the person who has direct knowledge or experience of the crisis situation, such as an employee who witnessed an accident, a customer who suffered a product defect, a supplier who caused a disruption, etc.
        
        They provide factual and accurate information to the crisis communication team and help them understand the causes and consequences of the crisis2.
  - - - All stakeholders, internal and external, are just as capable of misunderstanding or misinterpreting information about your organization as the media. It’s your responsibility to minimize the chance of that happening.
  - - - Knowing what’s being said about you on social media, in traditional media, by your employees, customers, and other stakeholders often allows you to catch a negative “trend” that, if unchecked, turns into a crisis.
        Likewise, monitoring feedback from all stakeholders during a crisis situation allows you to accurately adapt your strategy and tactics.
      - Use Tracking APPS & System
        
        Hootsuite
        
        Customer Service
        
        Google Rating & Review
        
        Google Alert
  - - - • Identify your audience and key messages.
      - • Use clear and simple language.
      - • Express empathy and accountability.
      - • Provide factual and accurate information.
      - • Include a call to action or contact information
- - - - Have no more than three main messages that go to all stakeholders and, as necessary, some audience-specific messages for individual groups of stakeholders to minimize Confusion