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