Implement the Crisis Communication Plan

The Crisis Communication Plan should be similar to any other "peacetime" communication plan. They should identify:

• Whom do you want to reach?
• How will you reach them?
• What are the key messages?

Whom Do You Want to Reach?

By looking at some crisis scenarios in advance, an organisation can prepare a communications plan that will enable them to keep the most important parties informed on progress in dealing with the crisis. The Crisis Communication Plan should include contact with:

• Customers
• Suppliers
• Employees
• Business Partners
• The Media
• Stockholders

How Do You Reach Them?

The key is to identify the right audience so as to ensure that the best method of communication or media will reach a particular audience. The communication channels or method of communication used during a crisis include:

• Face-to-face meetings
• Group delivery (town hall meetings)
• Organisational meetings
• Mass media
• Printed materials
• Community meetings
• Social networking media (e.g., Twitter, Facebook)

Setup Criteria, Purpose and Document CC Plan

The primary objective of any Crisis Communication Plan is to set up a flexible structure that is capable of responding to any crisis quickly, decisively and in a coordinated manner.

The criteria for the development of a best practice Crisis Communication Manual will be thoroughly explained and worked through. Practical examples of best practice Crisis Communication manuals will be provided for comparison with current documentation.

Criteria

The  key  criteria  for  implementing  the  Crisis  Communication  procedures  and manual include:

• Having 'user-friendly' content during a crisis
• Being prescriptive about who takes responsibility for what
• Providing an audit trail for post-incident investigation

Purpose

The Crisis Communication Plan should establish:

• Relationships
• Responsibilities
• Continuity

Content

The Crisis Communication (CC) Plan should include:

• Notification System: A notification system with a specific and up-to-date listing of current contact information on the team members, a chain of command, relevant external agencies.
• CC Team: The identification of a Crisis Communication Team.
• Crisis Scenario: An assessment of the most likely crisis scenarios.
• CC Plan Document: The development of a Crisis Communication Plan document.
• Test and Exercise: Periodic Crisis Communication training, testing and exercises.
• Guideline: Adherence   to   Crisis   Communication   guidelines 
• Continuous Improvement: Continual   review  and refinement of the Crisis Communication Plan.

Component of CM, IM and BC Plan with the 6 Rs

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 "Chapter 17: Implement the Crisis
Communication Plan"

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.