This document discusses crisis communication and provides guidelines for effective crisis management. It defines a crisis as being specific, unexpected, non-routine and involving a high level of uncertainty. The importance of communication during a crisis is emphasized as it can be both a danger and an opportunity. Key stakeholders both internal and external are identified. The stages of a crisis - preparation, initial response, ongoing actions and evaluation - are outlined. Different types of crises are described and suggestions are provided for effective communication before, during and after a crisis.
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KHLeuven 3 May, 2009
Authors
Pavel Orlov 511103
Lyubomir Valchev 511102
Mulei Nzila 511173
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KHLeuven 3 May, 2009
Overview
1. Introduction
2. Definition of a Crisis
3. Importance of Communication
4. Stages of a Crisis
5. Stakeholders in a Crisis
6. Types of Crises
7. Guidelines and Suggestions
8. Summary
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Definition of a Crisis
• Specific
• Unexpected
• Non-routine
• High level of uncertainty
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Importance of Communication
• Dangerous opportunity
• Demand for information
• Lack of facts
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Preparation
• Employee training
• Crisis plan
• Crisis management team
▫ creative
▫ high knowledge and skills in business
▫ enthusiastic
• Employee involvement and cooperation
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Preparation
• Use of the public to gather information
• A good communication plan
▫ choosing appropriate media
▫ defining the target audience
▫ establishing communication techniques
▫ assigning responsibility
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Initial response
• Good communication skills
• Immediate action
▫ gathering facts
▫ preliminary news release
▫ communication to the concerned population
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Ongoing corrective actions
• Close touch with stakeholders
• Continuously updating the media
• Good communication skills are essential
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Evaluation and follow up
• High levels of concern
• Asses the impact of the techniques used
• Congratulating the stakeholders
• Continue to control the situation
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Evaluation and follow up
• Important:
▫ Improvement of future crisis solving skills
▫ Avoidance of future incidences
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Stakeholders in a crisis
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Conclusion
• Effective and efficient communication
focus on informing
convincing
motivating
create positive relations
• End result
improvement of operation efficiency
improvement of production efficiency
