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Training & Placements - Faculty Publications

Name of the Staff: NITHA UNNIKRISHNAN C

National seminar: Crisis management and business continuity planning

Tittle of the Paper:  crisis communication using social media

Year of Publication: 2015

Abstract:

Crisis Communication is the sub-specialty of the public relations Profession that is designed to protect and defend an individual, company and organization facing a public challenge to its reputation. Crisis communication aims at alleviating the reputational damage by providing credible, accurate information regarding the crisis situation as fast as possible and to respond in a professional, planned and appropriate manner. The Management should give a careful attention to the Crisis Situation. There are three important phases of Crisis Management, 1.Pre-crisis 2.Crisis 3.Post-crisis.Some commonly used Crisis Communication channels include company websites, Twitter, Facebook, YouTube, Google, photo-sharing sites, Third party websites, online forums, etc. The main objective behind this is to maintain public confidence in the company. Main attributes of effective crisis communication leadership include communication in an open and transparent way admitting mistakes, desire to find solutions to the problems, a caring relationship with employees and the other stakeholders, most important of all aligning words with actions. It is vital for each and every organization to develop crisis communication strategy. For this there are various steps involved in the three phases of Strategy Communication like, anticipating crisis, selecting crisis communication team, training spokespersons, establishing and monitoring systems, identifying and knowing stakeholders, developing holding statements, assessing the crisis situation ,finalizing and adapting key massages, and analyzing the situation. Through all this measures it is very vital during a crisis situation to reach each stakeholder group through adequate internal and external communication to manage it.

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