My colleague Klas Landelius at JKL Stockholm recently published an interesting post on crisis communication and preparation at Critical Conversations.
I strongly support his perspective. A point I especially liked is this:
An organisation’s crisis management capabilities often rely on frequently updated crisis manuals, checklists, policies and escalation routines. These are all of crucial importance in ensuring business continuity and mitigating potential reputational consequences when facing a corporate crisis. And most companies do a fairly good job of producing these and keeping them up to date.
However, and as many of our clients have experienced, none of these measures are sufficient to prepare an organisation for a real crisis. Crisis management should be approached as more of an art than it is usually perceived to be – less instruction and more practice.