Saturday, January 8, 2011

Framework for Crisis Management (Part 1)

Building upon my earlier post on what I concluded was the Essence of Crisis Communications, I will now offer (over a series of blog postings) a possible framework upon which crisis communicators can develop their crisis response strategies.

However, before we go into the framework, I must emphasize that all crisis communications must be based on 100% truth. This is because we now operate in a perfect information environment where lies and partial truth will be found out. And once this occurs, the impact to the organisation's reputation is likely to be worse than any initial admission of responsibility. Hence, the first step in a crisis is to determine the truth behind the crisis to determine who is responsible for the crisis.

Thereafter, once the cause of the crisis has been determined, the crisis communicator will then develop a crisis response strategy to guide stakeholders' perceptions of responsibility to the “correct” cause. This is done via specific efforts to influence stakeholders' perception of the dimensions related to locus of control, stability and controllability of the crisis. The theory is that changes in one, or all three, of these dimensions will result in a different attribution of perceived responsibility.

2 comments:

  1. Thanks for the post and I can certainly appreciate the nuances of this. Having cut my teeth as it were on usenet back in the late 1980s, I can appreciate how crucial it is for taking responsibility and keeping authenticity for all things done online.

    Harish

    ReplyDelete
  2. Thanks for the feedback.

    I sincerely believe that we can learn from each other. Would appreciate your sharing of any additional insights that you might have on this subject.

    Cheers!

    ReplyDelete

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