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Managing Uncertainty – Episode #34: Communicating after the Boom
Continuing our three part series on Communication – Episode #34 of the Managing Uncertainty Podcast is focused on what happens after the “BOOM!”… or in other words, we’re going to focus on crisis communications.
In this episode of the Managing Uncertainty Podcast, Bryghtpath Principal & CEO Bryan Strawser and Senior Consultant Jennifer Otremba talk candidly about crisis communications. Topics discussed include crisis communications planning, holding statements, developing key messages, managing social media, and more!
Episode Transcript
Jen Otremba:
Hi, we’re back. Managing Uncertainty podcast. Today, this is actually part two of the communication series we talked about last week. Today we are going to talk a little bit about crisis communication. What happens in a crisis, and why do you need to communicate, and for how long, and for when and to who, and all of that. Crisis communication. Let’s talk about that.
Bryan Strawser:
When we’re talking about crisis communication, we’re really talking about kind of the left and right of the boom. As we’ve said before, the boom is the bad thing. To the left boom which is before the boom, you’re thinking about how do you prepare for the boom. Then the boom happens and everything after that is right of boom. You’re reacting. You’re responding. And then you’re into short and long-term recovery. Communication differs as you kind of move throughout this.
Jen Otremba:
I think let’s start with the before the boom. The planning process.
Bryan Strawser:
Wait, you want to plan?
Jen Otremba:
Yes.
Bryan Strawser:
Oh my gosh.
Jen Otremba:
Yes. You know, I do like to plan.
Bryan Strawser:
I think there are planners here. One of the biggest challenges we see when we talk about crisis communications with clients and with others is that I can’t count high enough to count the number of times that we’ve sat down with a corporate communications team or a PR and social media team, and said, “Tell us about your crisis communications planning.” And they say, “We don’t plan for crises because every situation is different, and you can’t build messaging for that.
Jen Otremba:
While I’ll agree that every situation is different, and you should understand that going in. There’s the need to be a little bit nimble. You still need to have a plan. Some kind of templates or something created beforehand, because let me tell you when the boom happens-
Bryan Strawser:
There is no time to figure this out.
Jen Otremba:
And as you’re editing through it, it is so easy to make a mistake during the boom. Having those holding statements can definitely set you up for success when that happens.
Bryan Strawser:
What we’re talking about here is that we believe you should take the handful situations that you think you [inaudible 00:02:22] highest risk for is a place to start. Just like we encourage folks to build specific plans to deal with those situations, and what we would also encourage you to build communications plans for those particular situations. You can leave large gaping blanks in those plans in the messaging on how you’re going to fill in details as you learn them in the event because it is true the events are going to be different.
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By Bryghtpath LLC
5
99 ratings
Continuing our three part series on Communication – Episode #34 of the Managing Uncertainty Podcast is focused on what happens after the “BOOM!”… or in other words, we’re going to focus on crisis communications.
In this episode of the Managing Uncertainty Podcast, Bryghtpath Principal & CEO Bryan Strawser and Senior Consultant Jennifer Otremba talk candidly about crisis communications. Topics discussed include crisis communications planning, holding statements, developing key messages, managing social media, and more!
Episode Transcript
Jen Otremba:
Hi, we’re back. Managing Uncertainty podcast. Today, this is actually part two of the communication series we talked about last week. Today we are going to talk a little bit about crisis communication. What happens in a crisis, and why do you need to communicate, and for how long, and for when and to who, and all of that. Crisis communication. Let’s talk about that.
Bryan Strawser:
When we’re talking about crisis communication, we’re really talking about kind of the left and right of the boom. As we’ve said before, the boom is the bad thing. To the left boom which is before the boom, you’re thinking about how do you prepare for the boom. Then the boom happens and everything after that is right of boom. You’re reacting. You’re responding. And then you’re into short and long-term recovery. Communication differs as you kind of move throughout this.
Jen Otremba:
I think let’s start with the before the boom. The planning process.
Bryan Strawser:
Wait, you want to plan?
Jen Otremba:
Yes.
Bryan Strawser:
Oh my gosh.
Jen Otremba:
Yes. You know, I do like to plan.
Bryan Strawser:
I think there are planners here. One of the biggest challenges we see when we talk about crisis communications with clients and with others is that I can’t count high enough to count the number of times that we’ve sat down with a corporate communications team or a PR and social media team, and said, “Tell us about your crisis communications planning.” And they say, “We don’t plan for crises because every situation is different, and you can’t build messaging for that.
Jen Otremba:
While I’ll agree that every situation is different, and you should understand that going in. There’s the need to be a little bit nimble. You still need to have a plan. Some kind of templates or something created beforehand, because let me tell you when the boom happens-
Bryan Strawser:
There is no time to figure this out.
Jen Otremba:
And as you’re editing through it, it is so easy to make a mistake during the boom. Having those holding statements can definitely set you up for success when that happens.
Bryan Strawser:
What we’re talking about here is that we believe you should take the handful situations that you think you [inaudible 00:02:22] highest risk for is a place to start. Just like we encourage folks to build specific plans to deal with those situations, and what we would also encourage you to build communications plans for those particular situations. You can leave large gaping blanks in those plans in the messaging on how you’re going to fill in details as you learn them in the event because it is true the events are going to be different.