Formulate Key Messages

Formulate key messages may involve:

Determine information content, which may include:

Information about the crisis and the status of the crisis.
Information that is relevant to stakeholders.

Determine logistics and media, which may involve:

Identify communication channels.
Determine the timing of the release of communications.

Assess relevant stakeholders, which may involve:

Identify stakeholders to be reached out
Determine the depth of information already known by stakeholders.

Involve relevant stakeholders, which may include:

Solicit feedback and suggestions.
Provide opportunities for feedback

Manage meta messaging, which may involve:

Ways to manage the non-information content of the message (communication tone, emotion).

Key Message

Key messages may include:

Accurate information regarding crisis.
Organisation’s key messages.
Resource utilisation status.
Responses to media queries, member updates and queries from the public broadcast information of potential interest to stakeholders, the public and media.

What Are the Key Messages?

Each of these audiences will be looking for a specific message. The development of messages for each audience will be prioritised based on their involvement.

Message Planning Worksheet
Event/ Crisis Scenario
Audience	Key Message	Supporting Facts	Communication Channel

Figure 23-1: Message Planning Worksheet

Reference

Goh, M. H. (2015). A Manager's Guide to Implementing Your IT Crisis Communication Plan. Business Continuity Management Specialist Series. Singapore: GMH Pte Ltd.

Extracted from "Formulate Key Messages"

More Information About Crisis Communication Blended Learning

To know more about our blended learning program and when the next course is scheduled, feel free to contact our friendly course consultant colleagues via sales.ap@bcm-institute.org. They are the BL-CC-3 Blended Learning CC-300 Crisis Communication Implementer and the BL-CC-5 Blended Learning CC-5000 Crisis Communication Expert Implementer.