“You just have to deal with the situation. It’s not until afterwards that you realise how much it affects you emotionally” said one participant at an event Stripe was hosting this week.
In the wake of a tragic accident at a primary school, she was the local authority’s communications specialist – briefing councillors, consulting with emergency services and arranging plans for the school’s memorial. She was following protocol and process in the midst of a community’s grief.
This is surely the dark side of PR and comms if ever there was one: planning for worst case scenarios, considering how an organisation could respond, and pre-empting the emotions and sensitivities involved. Nothing prepares you for the reality of being at the centre of a real crisis, but having communications plans in place can be the difference between offering heartfelt condolences and being swallowed by your own emotions and negative media coverage.
Last week, CIPR Scotland hosted an event on ‘using digital channels in crisis communications’. The speaker talked about research from Freshfields Bruckhaus Deringer that showed 40% of organisations don’t have plans in place in case of a crisis.
The CIPR event focused on developing digital procedures for crisis situations. This included:
- Act immediately – even if you need time to develop a public response.
- Push pause on all planned content, including scheduled social media posts. Ask yourself “is this content suitable in the current circumstances?”
- Integrate all parts of your communications structure into the crisis plan. This should range from social media and website content to SMS services, telephone hotlines and email bulletins.
- Review your organisation’s tone of voice and spokesperson – sometimes the response needs to come from the CEO. No one else.
- Start monitoring online discussions immediately – you need to understand what people and saying and why it’s being said.
- Ensure internal communications is included at all stages. Getting your staff to understand the situation and how to correctly respond is vital.
- Update your website. Add relevant information and check the tone being used on the homepage.
- Engage your stakeholders and keep them updated. We develop these relationships and networks for a reason.
- Always remember the emotions involved and act appropriately.
These considerations apply to brands not directly involved as well, as was demonstrated on Friday evening as the world watched and mourned for Paris.
As news poured in about the atrocities, many brands continued to post scheduled or automated content. The public reaction was disgust, even by those in the communications industry itself. Ad Week has run an article on how brands showed support without being insensitive. Facebook, Airbnb, Google, Skype and Verizon have been recognised for their appropriate support.
We can’t always predict when a crisis will occur, but real-life dictates that it will happen. It’s up to us to know how to respond, react fast and hope we never have to.