If you’re in the middle of handling a crisis, it’s all too easy to focus outwards and overlook the need to communicate internally.
Crisis communications is as much about dealing with your employees, investors, customers and other stakeholders as it is dealing with the media.
Sometimes it is impossible to prevent negative publicity from appearing, and it can be damaging if your colleagues see it without forewarning.
Preparing them and managing their expectations is important. When handled well and appropriately to the audience, such communications can actually have a positive impact on trust and morale.
One of my co-directors was found guilty of drink driving. I was concerned that if it got out, we’d suffer from negative press and loss of business. As it happened, there was no backlash but being able to contact you and have some pre-prepared statements and letters ready was reassuring.
Your calm and steady approach was everything I needed when my business was being unfairly criticised in the national press. You stopped me from responding in haste, which I realise now, was the worst thing I could have done! Thank you, thank you, thank you.
My business was facing a torrent of unfair criticism on Facebook. It stemmed from one negative post by an ex-employee and escalated like wild fire. Your level-headed, practical advice helped get the negative comments removed. Thank you from the bottom of my heart.
I thought the problem would go away if I ignored it. It didn’t. I was reluctant to use you but can honestly say, your support and advice helped pull me back from the brink. Your patience, clarity of thought and advice were just what I needed to get me through the emotional roller coaster.