How do you communicate effectively with different stakeholders during a crisis situation?

We (EM) often look at communities from a purely operational perspective when we ask who is "in charge". But we need to pause as we enter remote communities, especially those with Tribal and non-Tribal governments that are either adjacent or intertwined in many ways (Alaska as the perfect example). Protocols for communication are at times dramatically different for the same impacted community... so, be mindful and do your homework in advance (even while en route to the community during a rapid response). JP.

During a crisis, manage the crisis and don’t manage communications! You are a professional in crisis management, so don’t waste your time on internal and external communications. Update your organization, provide facts only and ensure they are aware your information is initial and will rapidly change, and focus on the things you are uniquely trained for. And one more reason to focus on your profession; eventually, as the organizations crisis leader, you will become the organizational scape goat. Don’t be pulled into anything that your are qualified to do.

This is a great point, but one that deserves a note of caution. Awareness and recognition of the various components that comprise a community is essential, however, an important tipping point exists where too MUCH siloing can hamper response capabilities. Finding that balance point can really aid streamlining of communication to a community without too much delay.

All the groundwork for these need to take place well before the "need" exists, especially the sudden need arises. We often find our time conumed meeting the demands of our day to day work; the results being we have largely lost focus on making introductions, developing and maintaining the relationships and understanding the needs of our partners & stakeholders. We also need to understand the climate, culture, and worforce differences between industries The dynamics are ever changing even when our systems fail to keep pace. In short, we need to understand the needs and expectations they have of us and ensure we are anticipating and constantly positioned to be proactive and not just responsive.

Emotional intelligence is a necessity in communication during a crisis. You need more than canned responses to situations to maintain control of impending panic and disorder.

Having experienced many of these situations (professionally) I have learned that much of what and how you communicate is situationally specific as well as where you are in the crisis leadership chain. How you function and communicate with stakeholders as an IOC, EOC staffer or member, first responder or call center staffer is very different. While all the other factors mentioned - proactive, responsive, respectful, clear and concise, empathetic are essential, my experience that knowing your lane and audience is primary. Knowing what you can and cannot or should not share is equally important. Maintaining your calm, composure, professionalism can directly impact the response you receive from shareholders and clients alike.