Before
- Create a crisis communication plan that addresses the most likely crises your organization will face. Incorporate both internal and external communication plans.
- Include plans for contingent workers in your company's crisis management plans. Provide detailed safety information to each contingent worker as they come on board.
- Gather accurate, up-to-date contact information for each employee and contingent worker. Include an up-to-date emergency contact for each employee and contingent worker.
- Create a commenting policy for the organization's blog and social media channels.
- Choose a "crisis communicator" to communicate with employees during a crisis and a "crisis spokesperson" to handle media and public communications during a crisis.
During
- Communicate with employees first. Update employees on the situation, gather necessary information, and let them know what to expect next.
- Communicate with contingent workers either directly and/or through the organization's staffing partner.
- Contact your staffing partner to "touch base" and discuss any needed changes in personnel due to the crisis.
- Ensure both employees and contingent workers know where to bring their questions, and that any questions asked by either group are answered promptly.
- Maintain communication with employees, contingent staff, and the staffing firm throughout the crisis.
- Release an initial public message within 24 hours of the crisis. Be proactive: discuss potential bad situations publicly before other outlets begin to talk about them.
- Consider using your company's blog, social media sites, or other online tools to gather information, share updates, and address concerns.
- Assign someone to address comments and criticism on company blogs and other sites. Maintain regular updates and communication, coordinated with the crisis communicator and crisis spokesperson.
After
- Meet to discuss how the crisis communication plan worked and to implement any necessary changes.
- Continue to follow up on social media sites to answer questions and provide information. If a long-term follow-up is needed, plan accordingly.
- Work with your employees to train, practice, and recall crisis communication plans.
- Touch base with your staffing partner to secure additional help or to update safety plans.
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