Managing Crises in Real Time

We assist leaders of companies, institutions, and organizations in order to mitigate, contain, or ameliorate a crisis, negative situation, or threat.  The goal is always to minimize harm to the organization and its reputation.

Working in close collaboration with an organization’s leaders and professional advisors – often including their outside legal teams, we develop and implement the strategies, plans, and tactics necessary to control and manage the situation and to effectively manage all communications.

Whether the issue requires full hands-on services or more limited strategic counsel, we help you achieve the best possible outcome.

Since emergencies rarely occur between 9-5 Monday through Friday, we are available as needed in an emergency, seven days a week.

When a crisis occurs, or to prevent a negative or potentially negative situation from becoming a crisis, we recommend and can help you implement procedures to control and manage the situation.

This may include logistical procedures and considerations in your operations – including your services, production, or sales, and logistics in your facilities.

Communicating immediately with internal stakeholders is critical in any negative or potentially negative situation. Whether this includes only a limited number of staff or extends to all employees, partners, shareholders, and specifically relevant community sectors, each of these groups requires rapid, clear communications.

We are skilled at immediately assessing organizational needs; developing the appropriate messaging; and mapping, directing, and implementing the strategic communications plan. Often we script, train, and coach leaders, managers and staff on how to communicate and how to refer questions regarding the situation to the appropriate spokesperson(s).

Communicating with external audiences such as the local community, government leaders, the media and the public requires careful messaging and appropriate outreach.

We help you develop and implement the strategy for communicating with each of these audience groups. This includes determining who will be the spokesperson. We often act as spokesperson — whether simply interfacing with the media–providing written statements and appearing on-camera.

When situations require/necessitate that a leader of your organization take on that role, we provide coaching.

Comprehensive Risk Management

To fully protect your organization in these fast changing times you must take a comprehensive approach to both risk management and crisis preparedness.

How can you be prepared for different types of crises? By ensuring that you have examined not only possible threats that you may be aware of, but also by having a solid and well-prepared team who know what to do when a threat or crisis occurs.

We audit your risk management plans and your crisis plan(s) to identify holes, weaknesses, and lack of planning and procedures for various threats and scenarios.

We help your organization develop crisis readiness plans or enhance an existing plan(s) to ensure preparedness when a crisis occurs.

Services include:

  • reviewing and developing specific crisis procedures, coordination, and response mechanisms for your organization;
  • developing Crisis Plan documents including checklists for quick use in crisis situations;
  • advising on organizational planning for Plan activation including creating, training and deploying Crisis Teams;
  • developing, facilitating and leading crisis simulations so that the Team learns how to face real world scenarios;
  • ensuring that your Plan addresses social media, online crises and response;
  • auditing existing Plans and working collaboratively with leadership and management to ensure that a comprehensive approach to risk management, crisis prevention and crisis management preparation is in place.

Reputation Management

After a crisis or threat to reputation, it is critical to develop both a short-term and long-term strategy to repair reputation, as necessary and to protect, build and enhance reputation.  The strategy must address all relevant audiences and include pro-active tactics to ensure that reputational harm is minimized to the extent possible and superseded by positive reputational enhancements.