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