Three Easy Ways to Create an Incredible Issues Management Plan
Recent data suggests nearly 70% of business leaders have experienced a corporate crisis in the past five years. Successfully navigating an issue, no matter how small, is now critical to an organization’s survival.
As crisis communications and issues management specialists, we expect the best and always prepare for the worst. The best method of crisis management? Prevention. The second best? Preparation. Developing an issues plan ensures everyone is aware of the appropriate steps before an issue arises.
In our experience, if your plan develops as your crisis unfolds, you’re already behind.
WHAT DOES “BEING PREPARED” LOOK LIKE?
Some crises can’t be predicted, but many can. Begin by doing a “vulnerability audit” on your company and brand. Talk with people at every level of the organization – from your entry-level team members to the C-suite – and ask them what could possibly go wrong. Once you have a list of seven to 10 of the most likely potential events, think through how these scenarios could play out. Prepare general talking points around each topic that can be used regardless of the situational details.
COMMUNICATIONS CHECKLIST
Scrambling to track down your holding statement, attaching your logo and seeking approvals will wreak havoc on your crisis response time.
Develop a “Communications Checklist” hosted in a common space. List your key communication tools with a link to access them. Adding the date each document was last reviewed or updated could also be helpful. Some platforms available to host your checklist include Google Drive, Smartsheet, Asana or Sharepoint. Determine the tool you’ll use, and ensure it’s easily accessible.
YOUR COMMUNICATIONS CHECKLIST SHOULD INCLUDE YOUR:
Logo
Holding Statement Template
FAQ Template
Contact Sheet
Spokesperson
Escalation Protocol
Organizations can lessen the risk by creating a crisis-aware culture— encouraging team members of all levels to be their eyes and ears, encouraging regular meetings to discuss and escalate potential problems and issues, and taking steps to resolve or mitigate them before they become a full-blown crisis.
ASK YOURSELF…ARE WE IN CRISIS MODE?
If you answer “yes” to the following three questions, do not pass go, do not collect $200 – you are in crisis mode:
Has the event or set of circumstances already harmed people, the environment, company/brand reputation or business continuity/performance?
Is it already in the public domain?
Does it require immediate management attention?
Will this issue critically affect my team’s workflow or send the team into a frenzy?
Could our bottom line be disrupted?
Stay tuned for our series on crisis communications with posts on “How to Build the Ultimate Response Bank” and “How to Not Be an A%$ When Responding to Negative Reviews.”