Principii de comunicare in timpul unei crize
- Plan ahead.
Prepare a crisis plan in which you think through the kinds of crisis
your organization might experience, the stakeholders that would be
impacted, the channels of communications to reach stakeholders, who would
be responsible for each stakeholder group, chain of command for approving
the release of information, media policy, etc. Consider testing the
plan with a crisis drill. Planul de dinainte. Pregateste un
plan de criza in care credeti ca, prin felul de criza
organizatia dumneavoastra ar putea experienta, a
partilor interesate, care ar fi afectate, canalele de comunicare
pentru a ajunge la partile interesate, care ar fi responsabil
pentru fiecare grup de parti interesate, lantul de
comanda pentru aprobarea de eliberare a informatiilor, politica
de mass-media, etc Luati in considerare in planul de testare cu o
criza exercitiu.
- Utilize a
multi-disciplinary crisis management team for information gathering and
decision-making. This could include legal, operations, human
resources, sales and marketing, government relations, public relations,
etc. Utiliza un multi-disciplinare de gestionare a crizei, echipa pentru
culegerea de informatii si de luare a deciziilor. Acest lucru ar
putea include juridice, operatiuni, resurse umane, vanzari
si marketing, guvern relatii, relatii publice, etc
- Communicate
quickly and accurately. Make sure you make careful judgment calls as
to what information is accurate, what is rumor, and what is unverified. Comunica rapid
si cu acuratete. Asigurati-va ca ati face
hotarare atent la ceea ce solicita ca informatiile sunt
corecte, ceea ce este zvon, si ceea ce este neverificate.
- Remember, the importance of taking the right actions to address the
issues. Resist the temptation to deny responsibility and say what is
being done to bring the situation under control and prevent situations in
the future. In general, a key to successful crisis communications is
to: express concern and accept responsibility (if warranted), say
what is being done to bring the situation under control, say what is being
done to rectify any damage or harm that was caused by the action, and say
what is being done to prevent the situation from happening again. Amintiti-va, importanta de a lua dreptul de
actiuni de abordare a problemelor. Reziste tentatiei de a nega
raspunderea si spune ce se face pentru a aduce la situatia
sub control si pentru a preveni situatiile in viitor. In general,
un element-cheie de succes pentru a crizelor de comunicare este de a :
exprima ingrijorarea si sa accepte responsabilitatea (daca
este garantat), spune ce se face pentru a aduce la situatia sub
control, spun ce se face pentru a remedia orice deteriorare sau rau
ca a fost cauzata de actiune, si sa spun ce se
face pentru a preveni situatie sa se intample din nou.
- Become
central source of information, respond to the news media in the same news
cycle, remember to communicate to a wide variety of audiences outside the
news media, and establish two-way communications mechanisms so that you
are quickly aware of questions and concerns of stakeholders.
Centrala deveni sursa de informatii, pentru a raspunde
in mass media in acelasi ciclu de stiri, amintiti-va sa
comunice intr-o mare varietate de audiente in afara Stiri mass-media,
si sa stabileasca doua fel de mecanisme de comunicare,
astfel incat sa se repede constienti de intrebari
si preocuparile partilor interesate .
- "Over-communicate"
with employees and release information to employees before the news media
and other stakeholder groups.
'Peste-comunica' cu angajatii si diseminarea de
informatii catre angajati inainte de stiri mass-media
si a altor grupuri de participanti.
- Remember
the importance of communicating your care and concern.it is an important
factor that many stakeholders consider in deciding whether they trust you. Amintiti-va de importanta de a
comunica si de ingrijirea dumneavoastra preocupare este un factor important in considerare faptul ca
multe parti interesate in a decide daca au incredere in
tine.
- Remember to have a communications plan for
your organization's Web site and Internet. Amintiti-va sa
aveti un plan de comunicare pentru organizarea de site-ul Web si
Internet.
- And remember, you are in this for the long
run. Establishing credibility at the beginning of the crisis is
essential. Si nu
uitati, sunteti in acest de pe termen lung. Stabilirea
credibilitate de la inceputul crizei, este
esential.
Principles of Communication During a Crisis
Plan ahead. Prepare a crisis plan in which you think
through the kinds of crisis your organization might experience, the
stakeholders that would be impacted, the channels of communications to reach
stakeholders, who would be responsible for each stakeholder group, chain of
command for approving the release of information, media policy, etc. Consider testing the plan with a crisis
drill.
Utilize a
multi-disciplinary crisis management team for information gathering and
decision‑making. This could
include legal, operations, human resources, sales and marketing, government
relations, public relations, etc.
Communicate
quickly and accurately. Make sure you
make careful judgment calls as to what information is accurate, what is rumor,
and what is unverified.
Remember, the
importance of taking the right actions to address the issues. Resist the temptation to deny responsibility
and say what is being done to bring the situation under control and prevent
situations in the future. In general, a
key to successful crisis communications is to: express concern and accept responsibility (if warranted), say what is
being done to bring the situation under control, say what is being done to
rectify any damage or harm that was caused by the action, and say what is being
done to prevent the situation from happening again.
Become central
source of information, respond to the news media in the same news cycle,
remember to communicate to a wide variety of audiences outside the news media,
and establish two-way communications mechanisms so that you are quickly aware
of questions and concerns of stakeholders.
"Over-communicate"
with employees and release information to employees before the news media and
other stakeholder groups.
Remember the
importance of communicating your care and concern.it is an important factor
that many stakeholders consider in deciding whether they trust you.
Remember to
have a communications plan for your organization's Web site and Internet.
And remember,
you are in this for the long run. Establishing credibility at the beginning of the crisis is essential.
