Chris Lewis, an experienced PR and crisis communications specialist, has established a new venture, Crisis Communications, equipping organisations to communicate professionally in a crisis.
Many leading groups and independent properties update their crisis communications plan annually just as they check that the fire extinguishers work properly and that all the fire marshals know their roles. That is best practice in both crisis preparations and in crisis communications.
Chris believes that preparation is key and having an up-to-date crisis communications plan by making sure everyone knows what to do is vital. Handling a crisis badly can cause loss of business, severe damage to the brand’s reputation, and loss of trust. Communicating calmly and appropriately in a crisis is vital in alleviating concern, or even panic, especially when there is a lack of information, misinformation, and rumour.
When auditing the crisis preparations of a property, the new venture will manage key elements such as who will draft or approve a press release and monitor broadcast coverage; if the business has a well-defined plan for key roles in a crisis; and if the crisis occurs on a weekend or public holiday.