Our Crisis Communications Framework
Our approach is built on three core pillars: proactive preparedness, rapid response, and long-term recovery. This ensures we are not only ready to handle a crisis but can also emerge from it stronger.
Proactive Preparedness: Building Your Shield
The best way to manage a crisis is to be prepared for it before it happens. We work together to build a robust crisis communications plan that serves as a shield. This includes:
- Vulnerability Audits: Identifying potential reputational risks and scenarios.
- Crisis Communication Plan Development: Creating a clear playbook with roles, responsibilities, and protocols.
- Spokesperson Media Training: Ensuring the leadership team can communicate with confidence and control under pressure.
- Crisis Simulation Exercises: Testing the plan with realistic scenarios to ensure the team is ready for a real event.
Rapid Response & Containment: Navigating the Storm
When a crisis hits, we provide 24/7 support to navigate the storm. Our focus is on rapid, transparent, and strategic communication to control the narrative and contain the damage. This includes:
- 24/7 Crisis Monitoring: Real-time social and media listening to track the situation as it unfolds.
- Strategic Counsel & War Room Facilitation: Providing senior-level advice to the leadership team.
- Stakeholder Communication: Crafting and disseminating clear and consistent messages to employees, customers, investors, and the media.
- Media Management: Acting as the frontline defense with journalists and managing all media inquiries.
Post-Crisis Recovery & Reputation Repair
The work isn’t over when the immediate crisis subsides. The recovery phase is critical for rebuilding trust and learning from the experience. We guide you through:
- Post-Crisis Analysis: A thorough review of the crisis and our response to identify key learnings.
- Reputation Repair Campaigns: Proactive communication efforts to rebuild trust and restore the brand’s positive image.
- Stakeholder Re-engagement: Reconnecting with key audiences to reinforce commitment and values.
Types of Crises We Manage
We have experience navigating a wide range of complex and sensitive situations, including:
- Data Breaches & Cybersecurity Incidents
- Executive Misconduct & Leadership Transitions
- Product Recalls & Safety Issues
- Financial Misconduct & Regulatory Investigations
- Social Media Backlash & Online Activism
- Workplace Accidents & Employee-Related Issues
Frequently Asked Questions (FAQ)
Q1: How quickly can we respond in a crisis?
We are available 24/7 for our retained crisis clients. Once engaged, we can typically be integrated with your team and begin executing a response strategy within hours. Speed is critical, and our structure is designed for rapid mobilization.
Q2: What is included in a crisis communications retainer?
A crisis retainer provides priority access to our services. It typically includes the initial development of the crisis communication plan, spokesperson training, and a set number of hours for strategic counsel per month. Most importantly, it guarantees our immediate availability the moment a crisis occurs.
Q3: How do we manage online misinformation and rumors during a crisis?
We combat misinformation with a proactive and transparent communication strategy. This involves establishing the brand as the single source of truth, using social listening tools to identify and track rumors, and engaging directly with stakeholders on the appropriate channels to provide factual, timely updates. We do not let misinformation go unanswere