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Facing the Unexpected: Mastering Crisis Communications

By Kathleen Meyer for Business Wire

Crises happen when they are least expected, which is why every organization should have a crisis communication plan in place. Crises communications refers to information that is shared when an event occurs that impacts customers or a company’s reputation. The intent is to mitigate negativity, ensure all employees and stakeholders are in the know, and maintain control over public brand perception.

Many people base their loyalty to a company based on its products or services. How an organization reacts in a time of crisis also plays a role in maintaining a customer base.

What are Examples of Business Crises?

A crisis for an organization could be anything that stalls or even stops business operations. HubSpot identified these as the most common types of crises:

  • Financial: Financial loss such as a bankruptcy or site closures.
  • Personnel: Changes to staff like furloughs, layoffs, or controversial behavior.
  • Organizational: Misconduct or wrongdoing because of organizational practices.
  • Technological: Technological failure that results in outages causing reduced functionality or functionality loss.
  • Natural: Natural crisis that necessitates an announcement or change of procedure. For example, defining safety precautions amid a health crisis.
  • Confrontation: Discontent individuals confront an organization as a result of unmet needs or demands.
  • Workplace Violence: Violence is committed by a current or former employee.
  • Crisis of Malevolence: A business uses criminal or illegal means to destabilize, harm, extort, or destroy a competitor.

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Photo by Polina Zimmerman:

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