Crisis Management in Corporate Communication

Corporate crisis management is a constant challenge for companies. They want to maintain customer trust and societal accreditation over time. When a crisis occurs, the initial reaction is crucial to avoid damage to the company's reputation. In this sense, communication is essential for resolving the crisis and restoring confidence.

Stages for crisis management

During a crisis, it's important to follow a structured action plan to avoid issuing disconnected and incoherent communications. The crisis management process can be divided into four stages: 1. recognition (identification of the problem and self-assessment); 2. analysis (analysis of the situation and definition of priorities); 3. action (development of solutions and implementation of approaches); 4. evaluation (evaluation of results and adjustment of strategy).

Internal Communication

Communication starts with internalizing the information. It's essential to inform employees about the situation and the approach the company will take. This helps to avoid speculation and maintain ties with the team.

External communication

Once the information is internalized, it's time to communicate with the outside world. It's essential to have a clear and consistent message sent through suitable channels like social media, company website, and communication platforms. The priority is to be transparent and honest about the situation and the actions the company will take.

How can I prevent crises in my company?

Preventing crises starts with risk management and identifying vulnerabilities. Moreover, it's crucial to have a culture of openness and accountability in your company. This helps create an honest and transparent environment that minimizes the probability of crises.

Crisis Introduction

When the crisis erupted, it is fundamentally important to avoid denying and minimizing the problem. This may work in the short term, but can lead to a total loss of credibility over time. Instead, the company must recognize the problem, apologize, and explain the actions that will be taken to resolve the situation.

How can I handle the press during a crisis?

When dealing with the press, it is fundamentally important to be proactive and transparent. This can include press interviews, press releases, and maintaining an open communication channel. Additionally, it's important to have a pre-established crisis communication plan for the press.

Monitoring and evaluation

During the crisis, it is fundamentally important to monitor and evaluate the impact of communication. This helps identify errors, adjust the strategy, and improve communication. The evaluation must be done based on the company's objectives and public opinion.