We help our clients plan for crises before they hit so that they can minimize the impact, when and if that time ever comes. We conduct a thorough vulnerability assessment, develop an array of likely problems and responses, identify and list key audiences, create a crisis team, train everyone via crisis exercises and fine tune our plan.

IF a crisis arises, we do everything we can to help our clients — those we’ve worked with and have a plan in place for, and those who come to us with nothing — weather the storm.

At the peak of the Coronavirus (COVID-19) crisis, we helped our clients – from a national student-housing developer to biomedical company to an art school and others – develop and share key information with their constituents, reinforce trust, revisit and update internal policies, and much more.

We also work with our renewable energy clients to proactively mitigate potential crises in communities where they are developing new or existing projects.

Key elements of a good crisis-management plan:

  • Identify and develop a list of key audiences / constituents;
  • Create a list of possible internal vulnerabilities and external threats (crisis scenarios);
  • Think through how each of these could play out, noting:
    • Which audience groups would be impacted
    • How your organization is positioned to address each
    • What steps you need to take to fortify vulnerabilities NOW
    • Other
  • Develop key messaging to address each possible scenario;
  • Create a crisis team (top management, on-the-ground staff, an external communications partner, others);
  • Create a list of all relevant media contacts (if you don’t already have this);
  • Build a chart outlining what happens the minute a crisis breaks, indicating the chain of communications and command, timing, etc.;
  • Communicate to all staff your protocol for handling media inquiries; and
  • More…

Ideally, your team should practice running through a few possible crisis scenarios. Carefully review how it went, where you may have fallen short (as a team, specific individuals, your timing, messaging, etc.). Refine your plan, messaging and other relevant elements.

The pillars of good crisis management / response involve:

  • Being candid and honest;
  • Communicating frequently with key audiences;
  • Trying to fix what’s broken or went wrong (making people, processes, etc. as whole as possible);
  • Apologizing and asking for forgiveness / an opportunity to make it right (granted the crisis is in part due to your organization’s actions, lack of, etc.);
  • Announcing new policies, procedures, etc. to help ensure people that you’re taking smart steps to minimize any downside of a future, similar (or other) crisis;
  • More…