Crisis

The Time You Save Is Your Best Friend in a Crisis

In a crisis, you lose control of events. You are forced to respond quickly. But you can only respond quickly if you have prepared to respond well in advance of an actual crisis. Time isn’t your side, but you can make saved time your most valuable ally by preparing for when a crisis strikes.

In a crisis, you lose control of events. You are forced to respond quickly. But you can only respond quickly if you have prepared to respond well in advance of an actual crisis. Time isn’t your side, but you can make saved time your most valuable ally by preparing for when a crisis strikes.

Many crisis communications plans are larded with placeholder statements, which if used in an actual crisis would sound like platitudes or put-offs. Too few crisis plans include the elements of most value in a crisis – the elements that preserve time.

The essence of any crisis is loss of control. The fire is burning. Social media is exploding. The phone won’t stop ringing. Time is not on your side.

The best anyone can do is respond quickly. However, you can only respond quickly if you have prepared to respond quickly, if you have baked ways to preserve time into your crisis communications plan.

Here are some tips on how to preserve time for the crisis in your future:

Have a Crisis Communications Plan
You can’t bake anything into your crisis communications plan if you don’t have one. It’s surprising how many organizations lack a crisis communications plan of any kind, let alone a competent one. In some cases, the task has been sloughed off or postponed until “later when we have more time.” In reality, the time before a crisis is the most precious and plentiful asset you have to deal with an eventual and probably inevitable crisis.

Anticipate Your Crisis Scenarios
A nonprofit doesn’t have to worry about an exploding railcar and a railroad doesn’t have to worry about child neglect. That’s why crisis plans need to be anchored to crisis scenarios that an organization might realistically experience. The best way to anticipate relevant crisis scenarios is to identify them through a comprehensive, candid issues audit. Brainstorming about all the bad things that could happen may not seem like a great way to spend part of a day, but it can be a very productive use of your time. Acknowledging your vulnerabilities is the first step toward preserving your time in dealing with them.

Prioritize Your Vulnerabilities
After you identify your potential crisis scenarios, you should rank them by probability and impact. That enables you to focus on the most likely crisis scenarios with the highest impact. It avoids wasting time expending energy for unlikely and low-impact scenarios.

Mitigate Your Vulnerabilities
A byproduct of identifying crisis scenarios and sorting them by priority is flagging actions that can mitigate a potential crisis. Making a high-consequence, high-impact vulnerability less likely through proactive action is the greatest time saver of all.

Know Your Go-To Resources
When a particular crisis hits, it helps to know where to look for the answers you need. The go-to resources for a financial crisis will be vastly different than for an environmental spill. Who do you turn to internally? Are there external resources that can be tapped? Is there data that is relevant and useful? Knowing who to call and how to reach them can save valuable time and prevent crippling confusion during the first hours of a crisis.

Stock Up on Crisis Tools
Just as you prepare for a natural disaster by stowing away basic necessities, do the same for your crisis moment. Video or infographic explanations of safety and security procedures can be brand-savers if they are ready to go when a crisis occurs. They can be stored on a ghost website that can be activated in a crisis moment. A critical part of the crisis planning process is anticipating what tools you may need in a specific crisis, then developing them so they can be accessed in a flash. Something as simple a B-roll video can be invaluable by giving eager television reporters with a deadline something to use on air in place of what they can salvage off the Internet or from someone’s smartphone. 

Designate a Crisis Team Leader
Name somebody as your crisis team leader, so you don’t have to fumble around when a crisis occurs assigning someone the task. A crisis team leader can become the internal advocate for preparing and updating a crisis plan that is relevant and realistic. The crisis team leader’s job description should include learning about crisis response and applying that knowledge to the vulnerabilities and potential crisis scenarios of their organization. They should be ready to step into action when a crisis strikes, saving time through their advance preparation. 

Maintain Current Contact List

Outdated contact information is frequent time-wasting toe stub in a crisis. Phone numbers and email addresses change, so you need to update your contact list frequently. The crisis team leader should make sure the contact list is complete, including external numbers such as the local hospital emergency department, emergency response personnel and key contractors.

Conduct Crisis Response Drills
There is no better way to test your crisis plan than to conduct a drill. A dry run will reveal weaknesses and overlooked details in your plan, which can be fixed and save time in an actual crisis. Drills should include, when possible, emergency responders that would be called into an action during a real crisis. In cases involving hazardous substances, you want emergency response personnel to know what they are dealing with – and how to deal with it safely. Fresh eyes can point out problems, such as a shutoff switch located inside instead of outside of a room where hazardous materials are processed. Safety-proofing operations can save time by minimizing potentially catastrophic effects of a crisis.

Make Your War Room War-Ready
Not all crises require a war room, but a large crisis does. This is the place where actions are coordinated – from addressing the cause of the crisis to fielding calls from affected parties and the news media. The war room should be big enough for the designated crisis team to function there, have Internet access and one or more landlines to handle calls that come through the organization’s phone system. The rise of smartphones and laptops make war room preparation a lot easier, but not entirely foolproof. Think about what you would need and ensure it is available in the war room. Update your planning frequently. For example, Facetime and Skype offer opportunities to give live interviews or feeds without leaving your own desk.

Create Your Own Alert System
Speedy response demands real-time channels of communications. Twitter remains the most reliable way to keep eager and attentive audiences informed. However, you can’t just turn on Twitter. You have to cultivate a following, especially among news reporters and editors so they receive your tweet updates. It is easier to direct new listeners to your Twitter feed if it is established. If you have built a Twitter following, you will understand how the platform works.

Utilizing a channel such as Twitter can save time by avoiding having to make one-on-one follow-up contacts or organizing press briefings. The direct message feature of Twitter also allows personalized contact.

Train You Designated Spokespersons
Whether it’s the crisis team leader or someone else in an organization, including the CEO, make sure they have undergone media training. Effective media training includes learning how to craft and deliver a key message and performing in a simulated interview with reporters. The best media training is customized to an organization’s circumstances and crisis scenarios. Even staff members – and especially the CEO – who may have experience dealing with the media should undergo media training to hone their skills and recognize the tension that can exist in interviews involving a crisis. Conducting media training before a crisis hits is time well preserved.

There is a lot of work to do to make sure you are ready for a crisis. None of the work involves dreaming up vanilla-flavored placeholder statements. Use your time wisely to prepare wisely. The time it takes will be the invaluable time you save when a crisis occurs.

[CFM Strategic Communications is one of the leading crisis counselors in the Pacific Northwest with experience in assisting clients prepare crisis plans, test their effectiveness, make spokespersons media-ready and counsel on internal and external responses during a crisis. Contact us to see how we can help you.]

Gary Conkling Image.jpg

Gary Conkling is principal and co-founder of CFM Strategic Communications, and he leads the firm's PR practice, specializing in crisis communications. He is a former journalist, who later worked on Capitol Hill and represented a major Oregon company. But most importantly, he’s a die-hard Ducks fan. You can reach Gary at garyc@cfmpdx.com and you can follow him on Twitter at @GaryConkling.

Build Trust, Don't Dig a Deeper Hole

Brian Williams and John Kitzhaber followed a crisis response path that dug their holes deeper instead of rebuilding trust through a full admission.

Brian Williams and John Kitzhaber followed a crisis response path that dug their holes deeper instead of rebuilding trust through a full admission.

As recent crises of integrity have revealed, an explanation or apology that falls short of a full admission usually is a spark rather than a fire extinguisher.

NBC News anchor Brian Williams' incomplete apology and Governor John Kitzhaber's incoherent explanation fueled a controversy, not quelled it. The apology and the explanation became part of the controversy, not part of the solution.

It is always easy to second-guess decisions or lack of decisions. But here are some tried-and-true crisis counsel maxims that would have been useful for Williams and Kitzhaber to consider:

1. Believe a crisis can happen to you.

No one is invincible. No one is immune from crisis. The loftier your position, the more likely you are to face a crisis.

2. Recognize when a crisis starts.

A crisis doesn't begin when the first reporter calls with a question. It starts when you realize something has gone wrong, or that you have done something wrong. The crisis Williams faces started in 2003 when he misreported the incident in Iraq. The crisis that felled Kitzhaber began when he failed to separate his work sufficiently from the work of his fiancé.

3. Own your misstep.

Blaming a faulty memory or shifting responsibility inevitably come across to the public as evasive or even big fat fibs. They don't demonstrate the person at the center of a crisis is owning the situation, taking steps to find out what went wrong and making it sure it doesn't happen again. Owning a situation isn't the equivalent of a Get Out Jail Free card, but it is the first step to maintaining or regaining shaken confidence. It signals you are taking the matter seriously and doing something about it.

4. Provide a clear resolution.

Trust comes from actions, not words. What you say can and will be analyzed. What you do can be seen and assessed. That's a huge difference. It undoubtedly would have been painful for Williams to admit he embellished his reporting and for Kitzhaber to admit he turned a blind eye to potential or actual conflicts of interest. But that pain of the moment would have been far less painful that the longer term damage each is facing because they didn't deal with the fundamental problem at the heart of their respective crises.

5. Balance your liability against the value of your reputation.

Many full admissions are thwarted out of fear of increasing liability in a courtroom. Too often these fears overwhelm the price paid in the court of public opinion when public figures fail to come clean. Their careers are at stake, which may exact a greater price than a fine or even a jail sentence. Legal maneuvering has its place, but sometimes it has the aura of guilt looking for a way out. If you know you have stepped over the line, you are going to be admitting it someday, somewhere — why not make it here and now? If you know the truth, tell it.

6. Anticipate what could go awry.

We chastise children for failing to consider the consequences of their actions. We shouldn't expect less of adults. Williams surely knew, especially since there were witnesses, that his puffed up account of the Iraq helicopter downing would eventually come to light. Kitzhaber is an astute political animal who certainly could foretell the results of a murky personal and professional relationship with the love of his life. In the end, both surrendered their trust because they looked away instead of into the mirror of their own actions.

Sermonizing about Williams and Kitzhaber is less useful than a Sunday School lesson about where crisis starts, how it ignites and how it can be halted. The stories of Williams and Kitzhaber are cautionary tales, much like biblical parables. They point out the way to oblivion, as well as the road to redemption. 

A Simple Reputation Management Plan

Tillamook Creamery audited its risk, identified rBST as a concern of its customers and eliminated it from its dairy products, earning it a major marketing advantage.

Tillamook Creamery audited its risk, identified rBST as a concern of its customers and eliminated it from its dairy products, earning it a major marketing advantage.

Managing your reputation can be as simple as identifying the greatest vulnerability within your control to fix – and fixing it.

Reputation management schemes vary in their complexity and cost. But an effective reputation management review boils down to pinpointing the worst problem you could face that you could make go away if you tried. After that, all it takes is the fortitude to make it go away.

Tillamook County Creamery Association undertook a reputation management exercise and fingered rBST, a bovine growth hormone, as the greatest threat to its dairy brands. The Monsanto-manufactured supplement added to Tillamook's productivity, but increasingly the parents who bought its dairy products grew wary of the long-term health effects of rBST.

Tillamook dairy farmers had the choice whether to scrap rBST, which they did. Despite the economic impact, Tillamook earned loyalty as a company that looked out for the well-being of its customers over profit. A step to protect a reputation became a powerful marketing tool. 

For many businesses, the threat that could undo it isn't down the road, but right at hand – a restaurant with lax food security, a medical clinic with loose controls on who can access opioids, a movie production company with a gaping hole in its IT network.

Waiting for a crisis is a dangerous reputation management policy. Enduring a crisis is a painful one.

Exerting a relatively small amount of energy at minimal expense to take stock of your risks – financial, environmental, safety, operational and competitive – can save money and your enterprise. 

Admittedly, some problems are hard to eliminate. But a surprising number can be mitigated, if not erased. However, they won't disappear by wishing them away.

A good New Year's resolution for your business, nonprofit or public agency is to audit your risks. Don't hold back on risks you could realistically face.

With a list of vulnerabilities in hand, assess them based on their relative consequences and their cost to remediate. Most of all, evaluate them based on whether you have the ability to eliminate or shrink the risk. That's where to focus first. 

Taking a load off your shoulders may slow you down in the short term, but you will be able to race faster down the road. And your reputation will be more secure for the effort.

Twitter Now a Crisis Tool of Choice

Twitter has become the tool of choice in a crisis. Reporters and law enforcement use it to broadcast updates. Organizations use it to show how they are dealing with a crisis. Sources use it show bad behavior.

Hashtags, which make tweets easier to find, are a major reason for Twitter's emergence as a critical crisis communications channel. Now Twitter's ability to convey images and video adds to its utility and power.

A less obvious advantage is that Twitter is a perfect companion for people with a smartphone that can capture and publish information in real-time. That advantage becomes a necessity in environments, such as the riots in Ferguson, Missouri following the police shooting of an unarmed black youth, when cameras are banned.

Training for a Marathon Issue

Most issues management advice centers on dealing with crisis, but most issues drag on for years, requiring strategies for a marathon, not a sprint.

Training for a marathon involves training for different slices of the race. How you run the first five miles is a lot different than how you run the last five. There is a reason elite marathon runners include sprinting in their training regimen.

Translating that thought into the context of managing an issue means having a long-term objective, as well as shorter-term objectives. You also may need one or more crisis plans for that mid-race leg cramp.

Marathon issues management plans apply to long-term projects that take years to complete and to complex, contentious issues that take time to resolve, such as the struggle to legalize same-sex marriage. 

Protracted issues and long lead-time projects face many ups and downs, which can occur because of economic cycles or catalytic events. There also is give-and-take as each side unleashes its strategy, which calls for a response. Managing an issue in this environment demands more than an A to B plan.