Marketing Tech Blog recently posted ten new rules of crisis communications developed by Melissa Agnes. We agree! Our world has changed and how we exchange information and communicate has also changed over the past two decades. As businesses and organizations adapt, these rules should be kept handy. Without further ado, let’s get talking about these ten new rules.
Crisis Communications Rule #1: “Communications are now a two-way street, whether you want them to be, or not.”
Crisis Communications Rule #2: “Real-time is not just a suggestion but an expectation of you audience – an expectation that will not turn in your favor if unmet.”
Crisis Communications Rule #3: “Being Informative is the only way. If you’re not informative somebody else will be – on a channel that your organization has zero control over.”
Crisis Communications Rule #4: “Listen, listen, listen! Listen to what others are saying and publishing, to what they are not saying, and where they are and are not saying it.”
Crisis Communications Rule #5: “When you properly combine real-time and two-way you get responsive. Your audience will be responsive and so you must.”
Crisis Communications Rule #6: “Sincerity, honesty and meaningful apologies go a long way. But remember: actions speak so much louder than words. You have to say what you mean and prove it.”
Crisis Communications Rule #7: “Humans dealing with humans. Forget the corporate and legal talk. Forget hiding behind a logo. Your audience expects to hear from the humans behind the brand.”
Crisis Communications #8: “Adaptability and flexibility need to be incorporated into your corporate culture – not to mention your crisis communications strategy. The digital landscape changes often and quickly. Staying stagnant will leave you vulnerable.”
Crisis Communications Rule #9: “Twitter is the social media platform that dominates the dissemination of news and information in a crisis. Making your crisis-communications Twitter-friendly is essential.”
Crisis Communications Rule #10: “Internal communications are key to today’s successful crisis management. Point final.”
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