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¶ … crisis communication policy and strategy for GCCPL
In personal and in professional life, often times it's not the contents of the crisis which matter so much, but they way in which the professionals who are in charge of it handle the particular crisis. Thus, it's not the scandal or the catastrophe which matters so much, but the method in which the scandal or catastrophe is responded to. The response is what showcases the level of integrity and professionalism inherent (or lacking) within a particular organization.
Respond Immediately
An immediate response is what is expected of everyone. Given the speed at which information is conveyed and disseminated this day and age that is the minimum expectation for all parties involved. However, not responding quickly enough also presents a formidable danger as well. "If a company does not respond rapidly, that weakness will also be spread rapidly and will be dissected again and again" (Pomerenke, 1998).
Take Responsibility When Appropriate
The public can see right through a corporation which simply points fingers and attacks others. The public can see right through a company which gets overly defensive and hostile, trying to shift blame. View every...
Use the crisis as a means for showing the fact that your corporate entity of GCCPL can in fact be held accountable for their actions in a lasting and meaningful manner.
Respond with Honesty
The general public can see right through a company which tries to cover up a crisis with more lies. A period of crisis is without a doubt a time when the company will be scrutinized even more. Any deceptions or half-truths will be pounced upon and will be used to discredit the company's reputation even more. Thus, sticking to the facts and presenting them to the public in the gentlest and most responsive manner is the best protocol.
Select a Crisis Spokesperson
It is important to engage in this step before the actual crisis has occurred. "Have one person who embodies the trust of the public and the employees. That spokesperson should be trained to deal with the media -- to be honest, not combative" (Pomerenke, 1998). At the same time, this spokesperson should be a legitimate reflection of the company and the company values. If the general public gets the impression that this person is just a hired man to take the fall, the company's integrity will falter. It will make…
References
Pomerenke, P. (1998). Class action sexual harassment lawsuit: A study in crisis communication. Human Resource Management, 207 -- 219.
Vielhaber, M., & Waltman, J. (2008). Changing Uses of Technology. International Journal of Business Communication, 308-330.
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