Digital Identity is Under Attack: FIDO Paris Seminar.pptx
Crisis communication
1. CRISIS COMMUNICATION AND
ITS IMPLICATIONS FOR
ORGANISATIONS
Group 5:
Kushagra Sharma
(057)
Neha Dalal (070)
Paras Sharma (077)
Prodyot Parashar
(083)
Raj Kumar Singh
(089)
2. "It takes 20 years to build a
reputation and five minutes to ruin it.”
-Warren Buffett
3. Bloodbath in Indian Stock
Markets
Investors in Indian markets lost more
than 16 trillion Rupees in just 2 days !
7. CRISIS
A crisis is a situation that has
reached a critical phase.
A crisis could be caused by:
Natural disaster
Technological crises
Confrontation
Malevolence
Organizational Misdeeds
Workplace Violence
Rumours
Terrorist attacks/man-made
disasters
8. COMMON FEATURES OF A
CRISIS
The situation materialises unexpectedly
Decisions are required urgently
There is sense of loss of control
Pressures build over time
Reputation suffers
Communications are increasingly difficult to manage
9. CRISIS COMMUNICATION
Part of a larger process called Crisis Management.
Sub-specialty of Public Relation Profession.
Designed to protect in any situation that could threaten to
harm people or property, interrupt business, damage
reputation or negatively impact the share value of an
organisation.
11. Organizations that do not communicate quickly
make it worse for themselves
The crisis response itself changes the crisis
Buying bad news rarely works
Reputation suffers
Financial instability may occur
Cont..
12. CHALLENGES TO THE
ORGANISATION
Investigation from a Govt. Agency
Criminal allegation and lawsuits
Media Enquiry leading to loss of reputation and
credibility
Loss of legal, ethical and financial standing of entity
Violation of environmental regulations
Operational viability
14. CRISIS MANAGEMENT
MODEL
According to Gonzalez-Herrero and Pratt three
phases of Crisis Management are:
Diagnose the
impending trouble
Choose appropriate
Turnaround
Strategy
Implement the
change process
and monitor it
15. The best defense against reputation damage at
the time of a crisis is an investment in planning
and preparedness well before it hits. This
minimizes the impact of a crisis
defines roles and responsibilities among the
leadership team
ensures a coordinated response
reducing the severity of a crisis.
CONTINGENCY PLANNING
16. CRISIS TEAM
A Crisis Team is composed of senior
management, communications staff, and
others appropriate to the situation at hand.
The Crisis Team will gather information, decide
a course of action, and manage the crisis
response.
The Crisis Team should designate an official
spokesperson, who will be the single point
person for all communications with the news
media and other interested parties.
17. CRISIS IDENTIFICATION
All managers and supervisors should be made
aware of what kinds of situations may
constitute a crisis. Any employee who
becomes aware of a potential crisis should
take responsibility for quickly bringing the
problem to the attention of his or her
immediate supervisor.
An incident report should be prepared with the
facts available. This should be done as quickly
as possible, so that facts and details are
recalled accurately.
18. CRISIS RESPONSE
As the Crisis Team begins to address the
situation, keep these points in mind:
Take responsibility
Show compassion
Speak with one voice
Be responsive to the media and track inquiries
Seek resolution
20. An effective crisis communication strategy will
typically consider achieving most, if not all, of the
following objectives:
Maintain connectivity
Be readily accessible to the news media
Show empathy for the people involved
Allow distributed access
Streamline communication processes
Maintain information security
Ensure uninterrupted audit trails
Deliver high volume communications
Support multi-channel communications
Remove dependencies on paper based processes
21. COMMUNICATION PLAN
For effective communication to take place,
three questions need to be addressed while
preparing the communication plan:
WHO is the audience?
WHAT is the message that needs to be put across?
HOW is this message to be communicated?
22. WHO: THE AUDIENCE
The audience can be internal or external.
Internal audience:
Employees
Shareholders
Management
Legal and media
representatives
External audience:
Customers
The media
Government and
authorities
Consumer rights
lobbying groups, legal
authorities
23. INTERNAL COMMUNICATION
Whenever a critical situation arises, it is of
importance that communication channels within
the organization remain open and that clear
communication is done with the internal audience.
If the core issue is internal, effective internal
communication can help to resolve it before it
escalates
The questions that the employees and
stakeholders have are answered effectively
It ensures that the faith of the employees and
stakeholders in the company is not shaken
24. Everyone has a clear idea of the extent of the
crisis and what steps are being taken to
resolve the problem
Employees are able to provide feedback
They may also have helpful suggestions for
the course of action to be taken
The organization presents a united front to its
external audience
Cont..
25. WHAT: THE MESSAGE
A succinct explanation of what went wrong
An expression of concern for the impact that the
situation has on customers, employees, the general
public, etc.
A sincere apology, if warranted, and a sense that the
company takes responsibilities for any missteps it may
have made
A commitment to identifying the underlying factors that
caused this situation to happen and addressing them
An expression of confidence that this situation does not
reflect poorly on the company overall
26. HOW: COMMUNICATION
TECHNIQUE
Speed is of importance, the message needs to
be put across as soon as possible
The message should be accurate, easy to
understand and should contain all relevant
information.
All media, written, verbal and social can and
should be used
Put a spokesperson in front
Comments should also come from the highest
authority
28. NEED FOR A
SPOKESPERSON
Spokesperson represents the organisation in
the media
Gives the impression that the organisation is
not afraid to face the media and tackle the
situation head on
If the spokesperson is a high level official, like
a VP or CEO shows that leaders are not afraid
of taking responsibility
29. THE IDEAL SPOKESPERSON
Polite and patient
Always available to respond to queries and comments
Well-informed and authoritative
Accurate and reliable
Confident and articulate
Trustworthy
Does not panic easily
Evidently committed to the process
30. CONCLUSION
Effective communication in the event of a crisis
may well help to keep the situation from
escalating beyond control
Ineffective communication or lack of
communication on the other hand can escalate
a small situation to large levels and have fatal
repercussions on the reputation and value of
the company
31. “People don’t judge the good guys on
whether they have made mistakes,
but on how they have fixed them”