Crisis management in business : 6 rules d’or to protect your reputation

In east Africa’West, a crisis of reputation can destroy in a few hours that’a company that has built in years. The speed of movement of the’information in social networks and instant messengers (WhatsApp head) makes the management of the crisis to be both more urgent and more complex that’it’never has been.

Rule 1 : Anticipate, not just react

The best crisis management is the one that starts before the crisis. The audit of a reputation as a regular, a crisis communication plan documented and tested, and a constant monitoring of social networks and local media can detect weak signals before that’they don’amplify.

Rule 2 : The 24 hour rule

In any crisis communications, the first 24 hours are critical. A late response is perceived as an admission of guilt or frustration. It s’is not necessarily d’to have all the answers — it s’is to show that you are present, aware, and that you take the situation seriously.

Rule 3 : A spokesman unique and is prepared

The multiplication of the statements of various officials generates conflicting messages that amplify the crisis. Designate a spokesperson single, trained in crisis communication, which epitomizes the official position of l’organization.

Rule 4 : The transparency calculated

Transparency does not mean to say anything. It s’matter of communicating what can be communicated, d’explain why some of the information may not yet be disclosed, and especially never lie, because the lie discovered is always more damaging than the truth difficult.

Rule 5 : Managing l’internal front l’external

Your employees are your first ambassadors — and potentially your first critics. Inform your teams before you disclose publicly. An employee who learns from the social networks a crisis affecting the company is an employee that you have lost confidence.

Rule 6 : The rebound post-crisis

Every crisis is well managed can become an opportunity for building trust. The way in which an organization passes through the hard times reveals his character, and consolidated his reputation in the long term.

The pole 360° Communication of Global Corporate E2A offers training and of the council crisis management, adapted to the african context. Expect a whole.