How to handle a crisis - by
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Communicating in a crisisA ‘Top Tips’ Guide
April 2013
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A crisis is like a fire – starve it of oxygen
Shut off the air supply of rumour, speculation and misinformation
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Be prepared
Consider all the possible crisis scenarios that could hit…and plan for them
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Get the right team in place
Make sure everyone knows their rolesHave clear divisions of responsibilities
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Be visible
Don’t hide behind statements. Engage with people. Explain what’s happened and tell them what you’re doing about it
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But know when to stay out of the spotlight
If it’s not just your problem, don’t make it your problem
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Use social media, don’t fear itTake the opportunity to engage with audiences online
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Remember the…
Your crisis will follow three phases: What happened? How did it happen? Who’s to blame?
Don’t just think about this phase – plan for the next one
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Be open… …and honest
Don’t try to spin the story, or hide the facts
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And don’t panic!