When you are the owner of the business, you are very well of the fact that at any point in time your success may get affected by some unexpected incident called “crisis”. For example, a mobile company was at its boom. The mobile sets were selling at a faster rate around the world and they were busily upgrading them with the latest technology. The company was launching a new product in a very short interval of time every year and gaining profit from it. Everything was so perfect and suddenly the mobile got burst in someone’s hand and caused huge damage to the person. The same happened with so many other people and within a day people started throwing out the sets and discarded the brand. Everything for the company changed in a second just like a nightmare.
This is a crisis that can be happened at any point in time with any organization. But if you are ready with your crisis communication and management plan in advance, you can handle the situation efficiently. Now, if you are not sure where to begin, we are sharing some really useful tips for crisis communication.
1. Quick Response
As people are very active on various digital platforms, they look for a response from the authority on the platforms when any mishappening happens under the organization. If you are not quick to the responses, someone else will take over it and start building their own stories. It is always beneficial to feed the customers will real situations and keep them providing necessary information on various platforms so that people do not lose the touch or get misled by the competitors. If you do not provide them with the right information on time, they may start assuming things and posting negative things on social media platforms. This will make the situation worst and more difficult to handle. Identify the social media channels most affected by the negative comments of the people and start responding to them first.
2. Take Help from The Supporters
During the complete campaign, the PR professionals work towards building trust among the potential customers and make them their supporters. They put all their effort into building a community of supporters that works well in times of crisis. When any such situation arises, people mostly believe in the comments of the general public that have no connection with the organization. When you built a strong rapport with the audience, they automatically come forward for saving your image on various media channels and digital platforms. Always keep your stakeholders and potential customers by your side by feeding them with all the necessary information they require.
3. Be Transparent
When you are in a crisis, your every move is observed by everyone around you and this is the reason you need to be very careful while speaking anything in front of the public. But if you remain genuine, and keep transparency in the information, the public will understand your opinion. The more information you hide, things will get more difficult for you. If something wrong is done by the industry, accept it and plead for an apology to regain the trust.