Crisis Communication

A crisis is any situation that threatens the integrity or reputation of your company, usually brought on by adverse or negative media attention.

The most challenging part of crisis communication management is reacting - with the right response - quickly. This is because behavior always precedes communication. Non-behavior or inappropriate behavior leads to spin, not communication. In emergencies, it's the non-action and the resulting spin that cause embarrassment, humiliation, prolonged visibility, and unnecessary litigation.

Common elements of crises:

• The element of surprise
• Insufficient information
• The quick pace of events
• Intense scrutiny

Example of crises: -

11 sep 2001:terror attack on world trade center
1982 Johnson &Johnson’s Tylenol recall
1990:The Perrier benzene scare

Examining the dimensions of a crisis, which executives can clearly recognize and relate to, helps the public relations counselor provide truly meaningful, strategic advice. It is this kind of analytical approach that helps senior management avoid career-defining moments, unless the moments are deserved.

The Dimensions of a Crisis

True crises have several critical dimensions in common, any one of which, if handled poorly, can disrupt or perhaps destroy best efforts at managing any remaining opportunities to resolve the situation and recover, rehabilitate, or retain reputation. Failure to respond and communicate in ways that meet community standards and expectations will result in a series of negative outcomes. This article focuses on seven critical dimensions of crisis communication management: Operations; Victims; Trust/credibility; Behavior; Professional expectations;
Ethics; and Lessons learned.

http://www.e911.com/monos/A001.html