Being prepared before a crisis situation can help ensure consistent messaging and
orderly, proactive distribution of critical (often sensitive) information to stakeholders -
including customers, partners, board members, employees and the media. Advanced
planning also prepares your organization to respond quickly and with some level of
transparency, authenticity and accountability, should a crisis occur.
The advancement in social media and other digital forms of communication has not
only altered how information is disseminated, but also our expectation for how brands
respond in a crisis. Stakeholders expect communication to be timely, transparent and
authentic. They also expect brands to take accountability for their actions and to hold
those responsible accountable as well.
This guide to crisis communication breaks down each of these stakeholder expectations
and how you can put a plan in place to address them