See also
FAQ
What is a crisis communication?
A crisis communication is the process of managing and sharing information during an unexpected event that threatens an organization’s operations, reputation, or stakeholders. The goal of crisis communications is to deliver timely, accurate, and transparent updates that protect trust while guiding people through the situation. This often involves internal messaging to employees and tenants, as well as external messaging to customers, media, and the wider community. Effective crisis communication minimizes confusion, prevents misinformation, and helps organizations recover more quickly.
What are the 5 C’s of crisis communication?
The 5 C’s of crisis communication are a simple framework used by organizations to guide their response during challenging times:
- Care – Show genuine empathy and concern for those affected by the crisis.
- Commitment – Be consistent and reliable in addressing the issue until it is resolved.
- Competence – Demonstrate that the organization is capable of handling the crisis effectively.
- Clarity – Communicate in plain, direct language that avoids confusion or speculation.
- Community – Foster unity and collaboration among stakeholders, ensuring that everyone feels informed and supported.
By following the 5 C’s, organizations can build trust and credibility while managing the crisis with confidence.
What does effective crisis communications planning involve?
An effective crisis communications plan ensures that an organization is prepared to respond quickly and effectively when unexpected challenges arise. A strong plan typically includes:
- A dedicated crisis communications team with clear roles and responsibilities.
- Scenario-based message templates that can be quickly adapted to different emergencies.
- A multi-channel strategy for reaching stakeholders, including email, SMS, press releases, social media, and internal platforms.
- Up-to-date contact lists and escalation protocols to streamline decision-making and approvals.
- Regular training and simulations so teams know how to execute the plan under pressure.
- Monitoring tools to track media coverage, social conversations, and stakeholder feedback, allowing messages to be updated as the situation evolves.
Having these elements in place enables organizations to protect their reputation, maintain business continuity, and strengthen relationships with tenants, employees, and the public during a crisis.
