By Hali Mieser
Public relations has many different definitions but it all comes down to being “the voice behind the voice.” But what if you were the “voice behind the voice” during a crisis? As a public relations professional, crisis communication is one of the many jobs we take on for our organization.
What is crisis communication?
Crisis communication is the dialog between the organization and its publics prior to, during, and after the negative occurrence. During a crisis, PR professionals must create strategic messages to inform an organization’s key publics about a crisis that has occurred within the organization. In today’s world, social media is an important factor that plays a huge role in the circulation of information. Traditional media outlets, however, are still valuable depending on an organization’s key stakeholders.
With the rapid flow of information, PR professionals have to be “on their toes” at all times. The “golden hour” has now turned into the “golden few minutes” when it comes to disseminating crucial information about an organization’s crisis.
Now you know what a crisis is but how do you handle a crisis?
Crisis management is the process of removing some of the risk and uncertainty from the negative occurrences that an organization could be exposed to which allows the organization to be in greater control of what happens to them. Another thing that allows an organization to be in greater control, particularly during a crisis, is creating and maintaining positive relations with their key publics.
Why are good relationships important?
A positive relationship with the media is imperative when it comes to a crisis. Having a good relationships with the media ensures that they know you are ethical, professional, reliable and accurate in the information you provide.
It is important to maintain a positive relationship within the community in which an organization resides. In the scene of a crisis, the organization knows it can rely on its community and vice versa.
What better way to keep an organization afloat than its employees? Building solid and supportive relationships with an organization’s’ employees and internal publics is important because it makes employees feel a part of the organization and helps them feel valued.
The final group to create positive relations with is the organization’s consumers. It is important to create a mutual bond between the company and its customers. Building this relationship can be as simple as return policies, sales advantages, educational material, open houses, and a complaint system.
Many public relations professionals say it is not a question of if an organization will experience a crisis, but when. Be prepared for these challenges, understanding that being able to add “crisis communication specialist” to your resume will serve you well in the job market.