Crisis Communications (CCT)
Crisis Communications Manual provides planning, response, and post-incident procedures for organizations to communicate with their stakeholders and the media to inform, calm, and direct the public during crises.
Ch 1: Overview
The chaos of a crisis can affect any private or public organization, impacting an array of stakeholders, those the crisis affects, and from whom the organization requires support. In broad terms, a crisis is any unexpected incident potentially upsetting an organization’s employees, customers, operations, reputation, finances, or the local, national,...
April 30, 2024
Ch 2: Pre-Incident Relations
The news media serves as a critical infrastructure to report the facts of a crisis and communicate vital information to responders, stakeholders, and the public. An organization’s Crisis Communications Team (CCT) must prepare to engage with the media and understand how it operates in order to convey its message as...
April 30, 2024
Ch 3: Planning Procedures
While no one can predict a crisis, every organization can and should identify its vulnerabilities. Preparations for a possible crisis should include forming a Crisis Communications Team (CCT) to implement the communications part of the response plan. These measures give an organization the best possible chance of engaging fellow responders,...
May 2, 2024
Ch 4: Response Procedures & Checklists
Through the initial, continuing, diminishing and resolution phases of the crisis, many procedures need to be implemented simultaneously to maximize efficiency and respond to multiple demands. This chapter provides a checklist that details all of the steps a Crisis Communications Team (CCT) will need to consider when developing an effective...
May 6, 2024
Ch 5: Information
When an incident occurs, an organization must immediately play the internal role of a ‘reporter’ in compiling, confirming and assessing information as it becomes available. Effective communications during the first 24 hours of a crisis will establish the organization’s credibility to manage the entire response and recovery operation. This chapter...
May 7, 2024
Ch 6: Messaging Strategy
Once the Crisis Communications Team (CCT) has gathered and verified the incident information and has prioritized stakeholders, the team must decide on a level of response and on means of communication While careful consideration of the strategy and messages is important, time is also of the essence. How an organization...
May 7, 2024
Ch 7: Stakeholders Engagement
The Crisis Communications Team (CCT) must engage the organization’s supporters and other groups the emergency affects in order to resolve crises quickly and maintain its credibility. This chapter will discuss how to create specific key messages and to understand the psychological impact on stakeholders potentially involved: Victims and families Employees...
May 8, 2024
Ch 8: Media Operations
From the onset of an emergency, it is critical to articulate and repeat key messages and respond to media inquiries. While the organization cannot control what the press reports, the Crisis Communications Team’s (CCT) efforts to keep the media informed will encourage the press to regard the organization as the...
May 10, 2024