managing communication in times of crisis

crisis

At certain times all organisations face critical moments, unexpected events with unforeseen consequences. These may affect the company itself as well as having potential knock-on effects on customers and stakeholders.

Both airlines as well as airports will have to face such situations fairly regularly, ranging from delayed or cancelled flights to other more serious incidents.

Successful crisis resolution will find a solution to any problem that has occurred, but will also successfully manage communication.

Many corporate crises have been either resolved or aggravated through communication (whatever the real problem may have been).

To avoid adverse effects it is important to consider the development of an anti-crisis plan.

All plans by definition are based on anticipation., involving a preventive approach, where potential critical situations (for industry, business, services) have been taken into consideration and evaluated.

Once the crisis has been declared, flexibility in action will be of prime importance. The problem must be addressed right from the outset, without hesitation, employing quality, truthful information, that is to say providing explanations for all the facts and actions employed in the resolution process.

This does not mean that some information is not to be held back or released at a time when it becomes relevant and can be used to make a contribution to the solution, not beforehand, as long as the process is kept clear and unambiguous.

Having a good communication plan for the management of internal and external perceptions, will not only maintain but increase the reputation and credibility of a company.

Sources
http://www.aerohabitat.org/link/2006/06-01-2006% 20 -% 20AENA,% 20Gestion% 20of% 20the% 20Seguridad% 20Crisis% 20 (2MB). pdf
http://www.ucm.es/info/mdcs/ComCrisis.pdf

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