Some issues require immediate and real time crisis response. When a crisis occurs, an organization should be quick to respond according to plan. This includes communication with appropriate stakeholders about the process.
Principles
> Accurate and timely communication
> Appropriate stakeholders
> Define channel(s) for communication to the public
> Define channel(s) for communication to employees
> Define crisis (criteria)
Business Objectives
-
To ensure that when a crisis occurs, the organization will respond quickly, and according to plan
Considerations
-
Define what constitutes a crisis so as to elevate only matters needing an immediate response
-
Consider which stakeholders should be consulted regarding the response
-
Consider contingency plans in case defined channels of communication are not available
Critical Success Factors
-
Speed in mobilizing a team to assess the crisis and develop a plan of attack