Lee also explained that responding to a crisis is really about preparing ahead of time, and making sure you have a robust plan in place so that you can handle anything that comes your way.
Here are the seven features of a foolproof crisis plan:
Lee said it is best to remember that every issue will be a major crisis, and sometimes activating a full-scale crisis response can create an issue out of a situation that could have been handled discreetly.
Mitroff and Alpaslan (2014) observed that uncontrollable reactions can also occur simultaneously with the crisis thus compelling organizations to maximize preparation.
Most previous studies undertaken in this area have concentrated on the factors influencing customer responses to a product-harm crisis (Vassilikopoulou et al., 2009; Magno, 2012).
An organizational crisis is "a fluid, unstable, dynamic situation" (Fink, 2002: 20).
Key elements of the above definition are that a crisis is both unlikely and potentially devastating, and has no clear origin, path, or resolution.
Crisis communicative strategies lie on a continuum from defensive to accommodative.
From our review of the literature, we established that the conclusion reached in many studies is that a more accommodative crisis communication strategy will be more effective.
You need to have their full support as well as the cooperation of your management and employees to work as one if challenged by a crisis. Also note that the media can be your ally.
Managing a crisis does not always mean you have to spend, and it shouldn't be costly, as long as you have prepared yourselves for the eventuality of a crisis.
Key Words: User-Generated, Organization, Information, Sympathy, Organizational Reputation, Secondary Crisis Communication, Crisis Communication, Public Relations
Any organization can undergo through unforeseen circumstances that may lead to the negative reputation of an organization and can emerge out as a severe crisis. A crisis affects stakeholders and also shapes the perception of organizations in crisis and ultimately also affects potential interactions with these organizations.
Today we talk more and more the theme of crisis (economic, social, political, health, environmental ...) succeeding in the world and have substantial impacts mainly on tourism, which remains sensitive and very reactive to any disturbance.
The crisis puts the company in a very important tense situation.