It’s common knowledge: social media and the way individuals use the internet have changed the rules of the game when it comes to crisis management. This infographic outlines the basic expectations that your stakeholders will have of your organization in a crisis. Use these “new rules” as a starting point to ensure you’re adequately prepared to successfully manage a crisis when the time comes.
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Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted keynote speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa and her work here.
Duncan Matheson says
Solid information well presented. BTW, congrats on your rebranding. Site looks great.
Lauren Barham says
Hi Melissa, I love this infographic! Very informative and truthful. Crisis communication certainly does work both ways, as they say treat others how you wish to be treated and I'm sure you'd agree everyone wishes to be heard and helped particularly by someone who is willing to level with them. Correct communication is key with any business!
diane aboulafia says
Good graphics. Would love to a graphic on how info travels–with a timeline. Think it could be pretty scary.
That's certainly an interesting idea, Diane! Let me see what we can do 😉
Very clear and usefull, Thanks!!!
Great Infographic. All are very important tips. Thanks for sharing.
Elaine Bonney says
Useful and informative.
Great infographic, particularly point ten as this is often overlooked.
Dear colleagues, obviously I have a problem with the graphic or I do not understand the meaning of crisis communication. My impression ist that you talk more about rules of communication in general… I do not see the link towards issue management.
Well then Thomas, you should definitely look into effective issues and crisis management more thoroughly because I fear that you're behind in the game. Communications are a major part of effectively managing both a crisis and an issue. The good news is that you have realized this before you're faced with a crisis. Feel free to browse through the other articles within this blog, they'll give you a very good starting point. Though if you think that these rules are rules of communications in general, they absolutely should be – which means you may pick up on crisis communications rather quickly 😉 Best of luck.
Sky Lamothe says
Very clear infographic – makes a lot of sense! No hiding behind a brand and coming out as an individual/human. I think point 8 is especially key. A lot of companies have long approval processes, which can hurt attempts to do damage control.
Phil Cederstrom says
Nicely said Melissa. Timely and timeless.
Jane Jordan-Meier says
Love the infographic Melissa – may I use it in next edition of the book? If yes, I will need it in a form that can be published. Great work. Cheers, Janie
Excellent presentation (as well as information)
I'd like to hear your comments on how to manage a political overlay…managing a public issue that has a political implication.
Melissa Agnes says
Hi Kerry, now that’s a great question! Will keep this in mind for a future blog post, as it’s not a question I can answer in a comment reply. Requires more depth!
Edward Mponda says
awesome – just at the right time for my thesis insights
PR Crisis Tips Chicago says
Great tips, Melissa! You can’t deny the greatness of infographics!
Awesome infographic, a good reminder! Thank you !