Crisis Management Support Services
In today’s complex business environment, organizations are more vulnerable to crises than ever before. Reputational risk has multiplied and a brand’s performance in the face of a crisis or emergent issue can make or break a company. Our crisis management support services aid our clients in utilizing crisis response as an opportunity to demonstrate leadership.
In addition to crisis management planning, our crisis management support services can include serving in an active role on the crisis response team; providing senior counsel on response strategy and messaging; developing content such as media statements and internal communications; media relations; tracking media coverage and public conversation; and project management. We work closely with our clients to manage issues with expertise and efficiency.
Crisis response team role and responsibilities
Having the right participants in a rapid response team is a critical first step toward fashioning an effective and agile response. The group should have clear roles and responsibilities, as well as executive sponsorship and clear authority that enables quick and decisive action. The group should meet regularly to share information, review the facts of an evolving situation, assess the impact of new information and developments, and align on the strategy, timing and content of response.
We work with our clients’ rapid response teams in these key ways:
Project manager: Ensuring all the right people are involved; scheduling regular meetings (typically daily or on an ad hoc basis in an active situation); managing agenda development and distribution of action steps.
Situation analysis: Although teams often work with incomplete information in a crisis, it is critical to gain as much clarity as possible on what is known and its impact on an organization’s operations, reputation and stakeholders. We compile this information to align rapid response teams on what we know, what we need to know and how we can best stay informed in an evolving situation.
Strategy for response: We use the situation analysis and additional inputs provided by members of the rapid response team to align the group on the response approach, including who will respond, when, in what channel(s) and with what content. In situations where we decide not to respond, we align on triggers that would require a shift in approach, and develop scenario plans for those shifts.
Draft materials and coordinate live reviews: We draft materials and often coordinate live review sessions with rapid response teams so that content can be accurate, complete and finalized quickly.
Activation: We support internal and external communications activities, including board briefing materials, internal communications cascades, external press statements, media availabilities and other stakeholder communications and engagement.
Track: We constantly track and provide updates on how a situation is evolving and playing out in public conversation. This information is brought back to the rapid response team to inform ongoing strategy, content and communications approach.