Crisis Communication

Lecturers: Ms. Lieve Mulier Ms. Hilde Duyver

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Authors

Pavel Orlov 511103

Lyubomir Valchev 511102

Mulei Nzila 511173

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Overview1. Introduction2. Definition of a Crisis3. Importance of Communication4. Stages of a Crisis5. Stakeholders in a Crisis6. Types of Crises7. Guidelines and Suggestions8. Summary

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Definition of a Crisis

•Specific

•Unexpected

•Non-routine

•High level of uncertainty

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Importance of Communication

•Dangerous opportunity

•Demand for information

•Lack of facts

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Stages of a Crisis

1 2 3

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Preparation

•Employee training•Crisis plan•Crisis management team

▫creative ▫high knowledge and skills in business▫enthusiastic

•Employee involvement and cooperation

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Preparation

•Use of the public to gather information•A good communication plan

▫choosing appropriate media ▫defining the target audience ▫establishing communication techniques ▫assigning responsibility

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Initial response

•Good communication skills•Immediate action

▫gathering facts▫preliminary news release ▫communication to the concerned

population

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Ongoing corrective actions

•Close touch with stakeholders

•Continuously updating the media

•Good communication skills are essential

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Evaluation and follow up

•High levels of concern

•Asses the impact of the techniques used

•Congratulating the stakeholders

•Continue to control the situation

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Evaluation and follow up

•Important:

▫Improvement of future crisis solving skills

▫Avoidance of future incidences

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Stakeholders in a crisis

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Internal Stakeholders

•Employees

•Shareholders

•Customers

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External Stakeholders

•Churches

•Communities

•Government

•Media

•NGOs

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Types of Crises

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Operational Crisis

•Day to day operations

•Most harmless

•Related to suppliers and clients

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Sudden Crisis

•Affecting the whole company

•Natural disasters

•Major company failures

•Role of communication

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Potential Crisis

•Neglected problems•Grow large in time•Declining figures•CEO and board involvement

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Guidelines and Suggestions

Before Crisis

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Stakeholder Relationships

•Crucial

•Any kind of organization

•Long-term commitment

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Preparation and Training

•Crucial

•Programs for employees

•Crisis scenarios

•Rules and procedures - careful

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Guidelines and Suggestions

During Crisis

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Quick response

•Crisis committee

•Top priority

•Public announcement

•Frequent communication

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Frank Response

•Facts based statements

•No over assurance

•Create trust

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Blame Dilemma• Internal cause

▫ Accept responsibility

▫ Hope for loyalty

▫ Think long term

• External cause▫ Present evidence

▫ Apologize

▫ Announce precautions

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Guidelines and Suggestions

After Crisis

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Opportunity for Renewal

•Learn from mistakes

•Restore image

•Make sure it never happens again

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JetBlue Case

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Conclusion

•Effective and efficient communication focus on informing convincing motivating create positive relations

•End result improvement of operation efficiency improvement of production efficiency

Thank you for your attentionPlease ask questions