The 10 Key Components of Crisis Communication



The biggest mistake you can make with a crisis is not to expect one to happen in the first place.
Here are 10 elements that should be common to any crisis communication plan:
1. Transparency: Make information and documentation available as much as possible.
2. Accountability: Leadership "owns" the problem, apologies are made, and person/s responsible are disciplined.
3. Immediacy: There is very little pause between incoming questions and outgoing answers.
4. Rationality: There is no handwringing or drama but rather an objective provision of information.
5. Neutrality: Absence of ideological or other bias - only the truth matters.
6. Objective Third Party: Someone with no stake in the game is empowered to investigate and bring findings.
7. Accessibility: Firsthand witnesses and participants are made available to answer questions.
8. Legality: An attorney explains to the public what they have a right to know and what information may not be shared.
9. Interactivity: Genuine back-and-forthing between the institution and the inquiring minds who want to know.
10. Positivity: Negative situations are also teachable moments - therefore emphasize progress and the way forward.

About

Dr. Dannielle Blumenthal is an author, independent brand researcher, and adjunct marketing professor with 20 years of varied experience. An avid researcher and prolific, creative writer, Dr. Blumenthal's interests span communication, marketing, qualitative media content analysis, political rhetoric, propaganda, leadership, management, organizational development, and more. An engaged citizen, she has for several years worked to raise awareness around child sex trafficking and the dangers of corruption at @drdannielle on Twitter. You can find her articles at Medium, www.AllThingsBrand.com and www.DannielleBlumenthal.com, and she frequently answers questions on Quora. All opinions are Dr. Blumenthal's own.