Communicating in a crisisA ‘Top Tips’ Guide

April 2013

A crisis is like a fire – starve it of oxygen

Shut off the air supply of rumour, speculation and misinformation

Be prepared

Consider all the possible crisis scenarios that could hit…and plan for them

Get the right team in place

Make sure everyone knows their rolesHave clear divisions of responsibilities

Be visible

Don’t hide behind statements. Engage with people. Explain what’s happened and tell them what you’re doing about it

But know when to stay out of the spotlight

If it’s not just your problem, don’t make it your problem

Use social media, don’t fear itTake the opportunity to engage with audiences online

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

Be open… …and honest

Don’t try to spin the story, or hide the facts

And don’t panic!