Which communication professional doesn’t dread that early morning phone call on the way to work from the company CEO saying “we need to prepare some communication on a major announcement to be made today.” Ufffhhhhh. Run to the office and scramble to get the facts together. Try to keep the big picture in mind, the consequences, the impact and and and. Set priorities, make a plan, allocate resources, quick, think about what external partners need to get involved and need to be informed ASAP. Be aware of any legal issues, the stock exchange has its rulings too, forgotten. Crisis communication is always a hot topic and until you have done it, you don’t really know what it feels like. Keep your act together.
Being prepared for the worst
I can not tell you how glad I was to be able to pull my webcast binder from the shelf, look up Solutionpark’s phone number and flip to the scenario that said ‘webcast video and slides on demand.’ Months before I had listed all contacts and processes, described the steps of the ‘To Does’ and drafted template E-mails for just such occasions. The mailing groups had been saved in my Inbox and the only thing that needed to be added was the time and date.
From my own experience, I didn’t mind the excitement, the time constraints and the communication tasks, although every company crisis is emotionally challenging. My job was mostly on the internal communication side and we took great care in informing our employees as soon and as transparent as possible. It’s worse to say nothing than to say “I can’t give you more information at this point in time.”
Absorbing the news
That afternoon our CEO would stand up in front of all (local) staff and explain the situation in the best possible and most understandable way. Following a Q&A session, the employees piled out of the auditorium and went back to their desks, attempting to digest the news they had just heard.
Of course we webcast the information session, no question, as I felt it was too important not to share with staff in the local offices around the world. They have a right to know and learn about what’s going on now, just as much as those in the ‘ivory tower.’ And as always, we published the link an hour after the event on the intranet. No matter the event, this had simply become a routine.
Despite a crisis situation within your organization, communication thereof can be manageable, and the more experience you have using effective communication tools, the better.
