Crisis Communication Issues and Concerns

by Francis Maina | on February 9, 2012

Crisis Communication Issues and Concerns:

Crisis communication is a major aspect of business continuity in the event of a crisis.

It determines the rate at which the enterprise is going to recover and return to business as usual. Clarity is of essence, speed of disseminating pertinent information critical especially in presence of the social network media as a balance to traditional media outlets.

To ignore the efficacy of this medium would jeopardise any present and future strategic crisis communication planning and management.

In a crisis the need to communicate quickly, accurately and skilfully with a number of important stakeholder groups such as employees, customers, shareholders and media is critical. An enterprises ability to foresee events, trends and issues, in developing expertise of ‘thinking the unthinkable’ highlighting those that might disrupt its relations can be addressed through effective crisis ‘communication’ management (White & Mazur 1995).

Effective crisis commmunication management -

begins with effective crisis planning:

This is a system that outlines the personnel, procedures and policies that should go into action in a crisis.

This crisis contingency planning requires a systematic, informed, organised way of monitoring and analysing situations on a consistent and continual basis. With this in place, any crisis communication committee would have taken charge from the start, to ‘open up the lines of communication to include all stakeholders, stick close to the truth and be consistent.’ (Michael Epstein, 2003).

Illustrating the need of being vigilant and proactive on a daily basis in regards to horizon scanning that ‘explores novel and unexpected issues as well as persistent problems or trends’ (Sikich, 2008:42) for intelligence that can be used to preempt, prevent and lessen the impact of any contingencies that may arise.

Crisis communication is a media issue and concern:

Where containment and suppression of information can have a detrimental knock on effect on multiple levels.

Lack of adequate media training and media management to change behaviour, control the spin and offer optimum public relations to avert a crisis can breed discord, uncertainty, hostility and lead to subjective decisions/conclusions from all fronts.

We note that cultural perceptions within stovepipe enterprise structures normally makes communication and dissemination of its business intelligence difficult and near impractical during a crisis.

This impediments are further marred by secrecy on defects and fallible products/services and procurement procedures. “If it stinks, put a lid on it” an Old Japanese Proverb, epitomises this perfectly. With a vertical command, control and communication function, issues with self-importance, the overlap of responsibilities and output functions within the entreprises can further tainted and knocked its brand and reputation as a reliable and quality products/services.

To make a communications mistake at a time of a crisis can make or break a brand and its reputation.

A time of crisis is a time to take ownership, lay down the basis on which management quality is evaluated and an opportunity to build trust in the brand.

Crisis Communication for Entreprenuers Wanted Alert!

Only Serious Entrepreneurs need contact Francis personally for further details on Crisis Communication Issues and Concerns

To your success and resilience

Francis Maina

Crisis Communication Consultant and Business Mentor

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This entry was posted in Affiliate Marketing, Business Continuity Strategies, Entrepreneurs Wanted, Home Based Businesses and SME's, Inspiration and Motivation, Leadership and Development, Online Entrepreneur
Tags: Business Intelligence, Collaboration, Crisis Communication, Empowerment, Engagement, Entreprenuers Wanted, Home Based Business, Home Business Continuity, Home Business Resilience, Home Business Security, Online Entrepreneurs, Risk Assessments, Risk Management, Stakeholder Engagement, The Resilient Entrepreneur

About The Author: Francis Maina

As founder of i2c Network online powerhouse for building business continuity, security and resilience. Francis is passionate about engaging, enhancing and empowering home based businesses (HBB's) and small and medium sized enterprises (SME's) realise their full potential.

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