COMMUNICATION CRISIS

Crisis is an unexpected event in any organizations which creates problems for business. Typically, a ‘crisis’ involves chaos and confusion, and misrepresentation of facts and figures. Usually crisis may occur either naturally or as a result of human error, naturally crisis are unavoidable while human crisis are avoidable. If a crisis happens, the person in charge of corporate communication i, e managers and representatives should work together to develop ideas about how to solve the crisis. Organizations need to determine which constituencies would be most affected by a crisis.

Setting communication objectives for potential crisis is also important, as most people in higher positions often do not consider the planning for communication when a crisis occurs. I think it is very important that during a crisis, the company should do its best job to inform and help the people not only outside the company, but also within the organization. If employees are informed about a crisis quickly, they can also do their best to show that they do identify themselves with the company. If the people outside the company realize that the employees are concerned about their company, the public will be more willing to believe in the company.


Crisis Management vs. Crisis Communications

The difference between crisis management and crisis communications and the new term of business continuity needs to be clarified. Where do you draw the line between management and communications in a crisis? If you and your management are smart, you won't. As a matter of fact, you'll do everything you can to coordinate the management, operational and communications response to any crisis that goes "public." (a picture should come)
The key is in having an integrated, coordinated approach by all three groups. The process starts with defining the organizations vulnerabilities to business disruptions and developing realistic workarounds and contingency plans. That's the basis of the business continuity approach that has emerged as companies, non-profit organizations and government agencies worldwide prepare for any type of business disruption including a pandemic.



Crisis Communication Services include: Issues Identification, Employee and Community Awareness, Stakeholder Analysis, Risk Communications, and Media Operations, including Media Center Operations and Design.

A crisis is situation that threatens the integrity or reputation of the company, usually brought on by adverse or negative media attention. These situations can be any kind of legal dispute, theft, accident, fire, flood or manmade disaster that could be attributed to any company. It can also be a situation where in the eyes of the media or general public the company did not react to one of the above situations in the appropriate manner. One thing to remember that is crucial in a crisis is tell it all, tell it fast and tell the truth. Organization work with their clients to develop plans that complement current communications plans and integrate them with an organization's crisis management plan.

CRISIS COMMUNICATION MESSAGE TRIANGLE

Immediately following a crisis, the public will want to know three things:
What happened? These facts should be released as soon as the information is confirmed. Updates should be frequent and numerous.

What does it mean to me? Place yourself in the public’s shoes. Provide people with information to enhance their safety and address potential concerns they may have. Fear of the unknown is greater than fear of the facts.

What are you doing about it? The public wants to get “back to normal” as soon as possible. Tell people what you are doing to control the situation and return order. Explain how the process will work, how long it could take and what can be expected.
It is very important for organization to take into consideration of three “Cs” at the time of crisis situation.

Condor: Be honest and take necessary responsibility.

Concern: For health and safety needs.

Courage: Do not be afraid to stand up, take responsibility, and get at the source of a problem.
If all these are well executed, then handling a crisis publicly becomes much easier.

EXAMPLE:-

Nestlé’s ‘Pure Life’ production is extracting groundwater and thus
lowering its level. In cases were this leads to the dry-out of local water supplies, this also
can risk people’s human right to health. Insufficient water resources are the main cause
of diseases. If existing water supplies diminish, people have to rely on unsafe water
sources.

In addition to this indirect effect on people’s health, it was explained above that Nestlé is under ongoing allegations that its bottled water, especially ‘Pure Life’, is not in compliance with national quality standards. Lack of data and ongoing disputes hinder an exact judgement of these allegations. Nevertheless, one can conclude that if Nestlé’s ‘Pure Life’ is not safe and sold anyway, then this is a direct violation of people’s right to water and to health.

REFERANCE:-
www.mbakercorp.com/emps/risk_crisis.htm
www.dis.anl.gov/.../piopao/crisis_comm.html
www.crisisexpert.com/managment_main.htm