Both things are fundamental when it comes to dealing with a reputational crisis, something that can happen to any company, whether or not it relies on a good communication strategy.
As experts in crisis communication, we provide the necessary strategic vision in order to anticipate risks, scenarios, the audience, media, networks and messages, and we have the tactical ability to deal with any unforeseen circumstances using our experience, our domination of the tools at our disposal, and the extraordinary abilities of an experienced, attuned and multidisciplinary team.
We create a team with the client at the most delicate moments, when it seems like no one else will.
Whether the decision is made to incorporate crisis communication into corporate communication, , or if the decision is made that a crisis is the right time to finally deal strategically with your messages, , we work together with the client on the creation of a plan to address the risks that can damage the reputation and credibility of a company and set them out in a crisis-communication manual.
For each one of them, we study and define different possible scenarios and their repercussions in terms of the media, in society and for your reputation.
And for each scenario, we lay out the appropriate strategies and the messages that are expected by different audiences: journalists, investors, workers, suppliers…
We help our clients to map out the feelings towards their companies held by all the groups that could be involved in, or influence, a crisis situation, and we work to ensure that the information gets to everyone that needs it quickly, with transparency and precision.
Crisis communication is dealt with during “peacetime”. In advance, we can create the resources, reflexes and expertise needed to tackle situations where speed, calm, empathy and credibility are needed in order to avoid irreversible damage.
Training and efficient communication with the media and other groups of interest are fundamental to ensure that channels are kept open during difficult moments.
But what’s more, we know that a good spokesperson is key at critical moments, because they are the image of the company in the midst of a crisis, and it is of fundamental importance to properly prepare in order to convey the necessary messages with precision in order to correctly assess the situation and to report on the measures that have been taken and their reach, as well as making yourself available to those who need more information, whether that is the media, an institution, the authorities, investors, employees (internal communication) or clients.
To be a good spokesperson, you need to be assertive, transparent and have empathy. These are qualities that we help to strengthen via spokesperson training, with courses led by professionals who are experts in different areas of communication, and who, among other skills, will teach you to successfully deal with an appearance in front of the media, an interview, an off-the-record conversation, or a message to the audience that your company reaches via social media.
But in these times of “liquid communication”, the whole organization communicates. That is why we suggest regular test runs in order to train the entire company in their communication skills and ability to respond to the unexpected, and to create learning outcomes.
Crises can’t be avoided, but they can be managed so that they are successfully resolved, at the same time as they create experience-based knowledge. We also help companies to listen at critical moments, and to test the conversation, particularly on social media – Twitter, LinkedIn, Facebook…-
We accompany you during the different phases of a crisis: risk audit, preparation, the acute phase, development, resolution and prevention. By doing so we aim to not only successfully overcome any crisis, but also see that each step contribute to the improvement of companies, their reputation and their relationships with different audiences. We work with crisis manuals that we design according to the different type of company and its philosophy..