It’s that moment you dreaded.
Your organization’s reputation and business are under threat.
But you have planned for this moment.
You imagined worst case scenarios, developed responses, talking points and escalation protocols.
All you need to do is to activate the crisis team. Straightforward, right?
And then you realize that this might be the difficult part.
- The list of crisis team members and their contact details are months if not years out of date
- The only people listed are in PR, marketing and communications –now you have to track down representatives of legal, HR, operations, customer service and senior management
- The crisis plan is on the company intranet and difficult to access out-of-hours
- This will be the first time the team have ever handled anything like this – there has never even been a crisis drill exercise
- No one is clear where to do next – head to the office, gather on the phone?
- Few people know the details of the crisis – so the response is stalled until everyone is brought up to date.
- The crisis on social media is moving a lot faster than your analog team activation process can move.
- The team wastes time more often than necessary so that everyone can gather to swap updates.
- Critical information is not shared quickly.
- The team has no access to a mobile crisis app.
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