Margaret McGann

Crisis Communications: who should you tell first?

In communications and marketing, crisis communications, crisis communications plan, public relations, spokesperson on September 20, 2010 at 6:31 pm

When a crisis hits the most important thing to do is take control of the situation and your response to it.

The key audience is your employees and you need to tell them what’s happening first. Your staff can be your best ally or your worst nightmare in a crisis. Rumours quickly fill an information void and take on a life of their own.

To paraphrase Winston Churchill, “A rumour gets halfway around the world before the truth has a chance to get its pants on” and that’s never been more true than in this age of social media and 24/7 news outlets.

The last thing you want is to have an employee talking to the media off message and off-the-cuff as happened when a John Hopkins Hospital nurse gave an impromptu interview to Fox News during the deadly shooting incident last Thursday.

An effective crisis response is getting ahead of it by making sure everyone in your organization knows these three things:

  1. what has happened
  2. what you are doing to remedy it
  3. only a designated spokesperson speaks to the media.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

  1. […] This post was mentioned on Twitter by Jeff Domansky, Margaret McGann. Margaret McGann said: New blog post. Crisis Communications: who should you tell first? @ http://bit.ly/a9Gpi9 […]

  2. you wrote a interesting article, keep goin dude.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: