Facing the Unexpected: Mastering Crisis Communications
By Kathleen Meyer for Business Wire
Crises happen when they are least expected, which is why every organization should have a crisis communication plan in place. Crises communications refers to information that is shared when an event occurs that impacts customers or a company’s reputation. The intent is to mitigate negativity, ensure all employees and stakeholders are in the know, and maintain control over public brand perception.
Many people base their loyalty to a company based on its products or services. How an organization reacts in a time of crisis also plays a role in maintaining a customer base.
What are Examples of Business Crises?
A crisis for an organization could be anything that stalls or even stops business operations. HubSpot identified these as the most common types of crises:
- Financial: Financial loss such as a bankruptcy or site closures.
- Personnel: Changes to staff like furloughs, layoffs, or controversial behavior.
- Organizational: Misconduct or wrongdoing because of organizational practices.
- Technological: Technological failure that results in outages causing reduced functionality or functionality loss.
- Natural: Natural crisis that necessitates an announcement or change of procedure. For example, defining safety precautions amid a health crisis.
- Confrontation: Discontent individuals confront an organization as a result of unmet needs or demands.
- Workplace Violence: Violence is committed by a current or former employee.
- Crisis of Malevolence: A business uses criminal or illegal means to destabilize, harm, extort, or destroy a competitor.
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