Crisis Check List

If you missed our ‘How to Manage Crisis Communications’ briefing, fear not. We have a handy little check list to help everyone keep calm and carry on during the next crisis:

  • Call tree check list
    • Who needs to know – have they all been contacted
    • Do you have home and out of hours numbers
    • Conference call dial in – only used for crisis situations
  • Decision makers
    • Who leads what happens next
    • Ensure a PR person in this mix – important to consider the media interpretation of your actions
  • Advertising and promotion
    • What is scheduled – both on and offline – and what needs to be paused
  • Web and social
    • Information updates – who has the passwords and capability to make updates
    • Scheduled posts and updates – what needs to be paused or re-drafted
    • Who will monitor and assess sentiment, including flagging areas of concern on social that may need addressing
  • On-the-ground team
    • Pre identified people who can travel at a moments notice – always carry passport
    • Place within your office to store travel bags/uniforms
  • Briefing call centres
    • What to do with media enquiries
    • Trauma and resilience training
    • Re-recording any welcome telephone messages – who has the capability to do
  • Media statement – initial
    • Confirm the facts you know – who, what, where, when
    • Do not speculate
    • Shut down rumour that is definitely inaccurate
    • Be human – sad, sorry, sensitive
    • Social version of statement for posting
  • Media statement planning
    • What future updates are needed and when
    • Additional, confirmed detail
    • Thank anyone supporting – for example emergency services
  • Spokespeople briefing
    • Is it appropriate for spokespeople to be on site
    • Are they briefed and well versed at handling difficult situations
    • Consider how things appear – dress code, how arrive
  • Internal comms
    • When do internal teams need to hear from the top
    • Assume all internal comms could be shared externally
  • Stakeholders
    • Who else may need to be updated – ABTA, FCO, industry body
    • Trade partners – those who sell you
  • Handling call volume
    • External overspill call centres required – who and when

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