Bad Things, Good Companies: A Crisis Communications Handbook
Contents:
Bad Things, Good Companies: A Crisis Communications Handbook by Matthew Montague (Paperback) - Lulu
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The Crisis Communication Handbook for Customer Service
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During a crisis, your updates will be fast, and likely short. If you use a digital signature, your signature must exactly match the First and Last names that you specified earlier in this form. Any business, on any given day, could be forced to deal with:. It will then be reviewed by Lulu Staff to determine the next course of action. Should you include pre-written templates in your crisis communication plan?
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The page you are attempting to access contains content that is not intended for underage readers. Bad Things, Good Companies: This item has not been rated yet. Bad things happen to good companies and the risk to the organization has grown. The proliferation of news sources has created a voracious appetite for new material. The Internet and blogs allow a situation to explode instantly into the local, regional, or national attention, threatening to destroy in a matter of hours an image, a brand, and a reputation that took years to build.
Too often, organizations respond to these emergencies in a haphazard and irrational manner.
The results are dismal: This part of your document should let the employee know where and how they can send emails to all active customers, along with reminders on how, and how often, to send updates. Some companies include email and blog post templates in their crisis communication plans.
Rather than continuously adding new posts, make things easy for your customers by creating a single post, and adding timestamped updates to it as the day goes on.
Your Crisis Communication Plan Document
You know which social channels your customers interact with you on. Designate an employee to respond to every Twitter mention that comes in with an apology and any information you can provide. During a crisis, your updates will be fast, and likely short. Within 24 hours of resolution, send a final update. This one should be a lot more comprehensive, including:. Nobody wants a crisis to happen to them, but with the right preparation, you can be ready to meet it head-on and even strengthen your relationship with your customers through your extraordinary response.
Len Markidan heads up marketing at Groove. Read his latest posts or follow him on Twitter You might also like:. Any business, on any given day, could be forced to deal with: Server outages Security breaches Getting sued Negative press Leaked sensitive information The list goes on, and varies depending on your specific business.
Bad things happen to good companies and the risk to the organization has grown . The proliferation of news sources has created a voracious appetite for new. undesirable issues occur to strong businesses and the chance to the association has grown. The proliferation of stories resources has created.
Should you include pre-written templates in your crisis communication plan? About the Author Len Markidan heads up marketing at Groove.
Read his latest posts or follow him on Twitter.