[CM] [ISO] Crisis Communication [R 8.1 - 8.3]

ISO 22361:2022 Crisis Communication Requirement 8.1 to 8.3

Under requirement "8 Crisis communication," ISO 22361:2022 elaborates on the two topics for crisis communication: "8.2 Pre-crisis preparation" and "8.3 Managing relationships and reputation."

Strategic Crisis Decision-Making

Effective crisis communication is indispensable for successful crisis management. It is a vital component in both internal and external responses to crises. It positions the organisation as the primary source of information, demonstrating control over the situation and offering reassurance to stakeholders.

Key principles include developing capabilities for timely communication, delivering consistent messages that reflect the organisation's response, and providing transparent information about the crisis and the actions being taken to address it. Preparing for crises necessitates the seamless transition from everyday communication management to crisis response.

This involves developing comprehensive crisis communication plans, including tools for managing social media engagement, and regularly rehearsing crisis communication processes to ensure readiness and effectiveness.

Effective Crisis Communication Strategies for Crisis Management Professionals

Effective communication is a linchpin of success in crisis management. Whether it's an internal issue or an external threat, how an organisation communicates during a crisis can determine its ability to navigate turbulent times.

Here, we delve into key strategies that crisis management professionals should employ to ensure their communication efforts are practical and instrumental in guiding the organisation through the storm.

General Principles of Crisis Communication

Effective crisis communication serves several crucial purposes. It positions the organisation as the primary source of information, showcases control over the situation, and reassures stakeholders.

Key components include:

• Developing capabilities for internal and external communication during a crisis.
• Delivering consistent messages that reflect the organisation's response.
• Providing timely and transparent information about the crisis and the actions being taken to address it.

Preparation Is Key

The transition from day-to-day communication management to crisis response should be seamless. Modern communication tools allow for near real-time information dissemination, a critical asset in crisis scenarios where time is of the essence. To prepare effectively, organisations should include:

• Developing a comprehensive crisis communication plan outlining roles, responsibilities, and actions.
• Including tools and systems for managing and monitoring social media engagement.
• Rehearsing crisis communication processes regularly to ensure readiness and effectiveness.

Managing Relationships and Reputation

Engaging with the media serves as an opportunity to control the narrative surrounding the crisis. Proactive engagement helps counter misinformation and rumours, safeguarding the organisation's reputation.

Key considerations include:

• Addressing different media channels to ensure extensive coverage.
  Social media is prioritized due to its rapid information dissemination capabilities.
• Identifying and understanding the concerns of various stakeholders, including customers, employees, shareholders, and regulators.
• Developing processes to categorize and prioritize stakeholders, anticipate their questions, and determine appropriate communication methods.

Summing Up ...

Engaging with the media is crucial for controlling the narrative during crises, helping to counter misinformation and safeguarding the organisation's reputation.

Proactive engagement across various media channels ensures extensive coverage, with particular attention given to social media due to its rapid information dissemination capabilities.

Understanding and addressing the concerns of stakeholders, including customers, employees, shareholders, and regulators, is paramount. This involves developing processes to categorize and prioritize stakeholders, anticipate their questions, and determine appropriate communication methods.

By adhering to these strategies, crisis management professionals can fortify their organisation's ability to navigate crises successfully, mitigate their impact, and strengthen trust and resilience within the broader stakeholder community.

Effective communication mitigates the impact of a crisis and strengthens trust and resilience within the organisation and its broader stakeholder community.