 |
Recovering from a Crisis
April 2011 | Volume 9 Issue 4
As we began to assemble this issue of CW Bulletin about recovering from a crisis, the devastating earthquake and tsunami struck Japan. Fears of nuclear meltdown in the following days illustrated how the repercussions of a crisis continue, even after the initial threat has passed. In this issue of CW Bulletin, our experts offer advice on steps to take and pitfalls to avoid to get your organization back on track after a crisis hits, whether it’s a blow to your company’s reputation or a natural disaster.
Natasha Nicholson
Executive Editor
Amanda Aiello Beck
Managing Editor |
Features
THE RECOVERY PROCESS
by Larry Smith and Dan Millar, Ph.D., APR
A crisis is never completely over. Throughout any post-crisis litigation, anniversaries of the event, and other times when a similar event occurs to other organizations, references will be made to your crisis. To lead your organization through the transition between the initial crisis and any repercussions that may follow, you must prepare for what may lie ahead by thinking in 3-D: document, debrief and decompress.
REGAINING YOUR REPUTATION
by Anthony Johndrow
In the aftermath of the global financial crisis of 2008–09, communicators everywhere are trying to come to grips with the “new normal” of crisis management. This is no small feat, in part because of the emergence of a new reputation economy in which people make decisions in the marketplace based (heavily) on their perceptions of companies. In fact, these perceptions can be shown to explain as much—or more—of customer behavior than product perceptions can.
by Bonnie Caver
Sometimes companies have to feel the impact of a sudden or smoldering crisis to justify making changes in the way they do business. Ideally, however, companies will make changes before a crisis, by focusing at a deeper level on reputational risk assessment and management. This kind of preventative work could certainly save you the pain of rebuilding a reputation that took years to develop.
PLAN AHEAD
by Nigel Glennie
Although every crisis presents its own communication challenges, your value as a communicator is measured by more than the employee message you drafted or the press statement you issued. Your contribution to managing a crisis and supporting the organization’s recovery can begin long before an event has even happened.
BEST PRACTICES
by Ann Andrews Morris
Corporate crises seem to happen daily around the world. Some are preventable. Some are avoidable. Some cannot be predicted with even the most careful planning and preparation. Brands can be made or destroyed when an organization faces a crisis.
Three leading experts in strategic and crisis communication give their advice on best practices to follow and pitfalls to avoid when recovering from a crisis.
Columns
Tell a Story with Three Simple Shots
by Suzanne Salvo
Everyone loves a story. Stories have been used to teach and influence thoughts and behavior throughout history. Not surprisingly, studies show that using storytelling as a method of conveying information is much more effective than delivering straightforward facts and/or dry, boring reports. And what is the most effective, efficient and entertaining way to tell a story? You guessed it: through photos.
Confessions of a Social Media Junkie
by Morgan Leu Parkhurst
If you experience social media fatigue, you aren't alone. However, it also means you aren't doing something right. I confess that when I first jumped in with both feet, I had no idea what I was up against. I burned out quickly. Learning the hard way, I figured out a few ways to manage my social media profiles, enjoy building my network, and stay sane in the process.
- "Voice of the Customer," Network Solutions and Livingston Communications
- "Blog Facts and Data: Shifting the Source-Press Relationship Paradigm," Petrobras
Communication in the News
Related Resources provides additional articles and resources for understanding this month's topic of recovering from a crisis. You can also find some of these links alongside each corresponding feature article for quick reference. Links include:
- "6 Steps to Social Media Crisis Recovery," by Nathan McDonald
- "A Bad Year for Good Corporate Reputations," by Andy Tannen
|
This issue sponsored by:
Translate Insight into Communication Impact
Northeastern’s MS in Corporate and Organizational Communication program provides you with the foundation necessary to develop, manage and deliver global communications. Available in two formats: intensive 12-month online or “at your own pace” (online or hybrid), the program offers maximum flexibility for work, life and learning balance.
For more information, visit our web site: www.northeastern.edu/cps/mscorporg.
|
|
Featured Resource 