What's your plan for risk communication crises?

1 Identify your audiences

The first step in planning for risk communication crises is to identify who you need to communicate with and what they need to know. Different audiences may have different expectations, concerns, and preferences for how and when they receive information. For example, your board of directors may want a high-level overview of the situation and the actions taken, while your customers may want more details and reassurance. You should also consider the cultural, linguistic, and emotional factors that may affect how your audiences perceive and respond to your messages.

2 Establish your objectives

The next step is to establish what you want to achieve with your risk communication. Depending on the nature and severity of the crisis, your objectives may vary. For example, you may want to inform, educate, persuade, reassure, apologize, or inspire your audiences. You should also define how you will measure the effectiveness and impact of your communication, such as through feedback, surveys, or media coverage.

3 Choose your channels

The third step is to choose the most appropriate channels for your risk communication. You should consider the availability, accessibility, and credibility of each channel, as well as the preferences and habits of your audiences. For example, you may use email, phone, social media, website, press release, or face-to-face meeting. You should also plan for backup channels in case of technical or logistical issues.

4 Develop your messages

The fourth step is to develop clear, consistent, and accurate messages for your risk communication. You should avoid jargon, ambiguity, and speculation, and use simple and positive language. You should also address the key questions and concerns of your audiences, such as what happened, why it happened, what are the consequences, what are you doing about it, and what can they do about it. You should also acknowledge the uncertainty and emotions that may arise from the crisis, and express empathy and compassion.

5 Deliver your communication

The fifth step is to deliver your risk communication in a timely, transparent, and respectful manner. You should follow the principles of honesty, openness, responsiveness, and accountability. You should also be prepared to answer questions, provide updates, and correct any misinformation or rumors that may circulate. You should also monitor the feedback and reactions of your audiences, and adjust your communication accordingly.

6 Evaluate your communication

The final step is to evaluate your risk communication and learn from the experience. You should review the outcomes and impacts of your communication, and compare them with your objectives and expectations. You should also identify the strengths and weaknesses of your communication, and the lessons learned for future improvement. You should also thank and appreciate your audiences for their attention and cooperation.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?