Crisis communication resources to help you protect your revenue, reputation, and brand.

Effective crisis communications when “it” hits the fan.

Welcome to Our Crisis Communication Blog

Our blog is filled with deep resources to help with your crisis communication needs. Whether you are writing a crisis communication plan, seeking the best media training tips, or digging for case studies on crisis situations, you’ll find it here. Our goal is to give you all of the public relations resources you need to protect your revenue, reputation, and brand.

For those of you who love DIY and taking on a challenge, we’ve worked really hard to give you a good road map to follow. However, sometimes the fastest option is to bring in a pro. If that’s the case, we’re fully vaccinated and we’re ready to meet your needs, anywhere and anytime.

If you need help with your crisis communications plan, we’re ready to help.

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The Doctor of Crisis Communications

October 29, 2014/0 Comments/in Crisis Communications, Media Relations /by gbraud

Crisis communications doctor gerard braud If you were a smoker and your doctor told you to stop or you would die of cancer, would you stop?

If you had diabetes and your doctor told you to change your diet so you don’t die, would you change?

Amazingly, there are people every day who ignore the advice of an expert and do the wrong thing. Some are stubborn. Some are in denial. Some just magically hope the problem will go away.

I’m watching two crisis communications patients die right now. As their doctor of crisis communications I submitted to each a plan of action that they could have taken long ago, when the early warning signs of a crisis were on the horizon. Both are major smoldering crises on the brink of igniting.

Time was on the side of each patient 60 days ago when they first contacted me. Time is now their enemy because the flash point has arrived and the media are writing stories on each. No messaging has been written. No news releases created. No media training has been conducted.

A doctor can’t miraculously cure cancer in a patient that has refused to listen to expert medical advice. Likewise, we in public relations are called upon too often to make miracles happen. We can’t always do it.

I could try to save each of these patients, but I know the effect of the communications we would do so late would be about 1/6^th as effective as what was originally suggested. I know that this marginal benefit would cost them much more than the original plan, with less than satisfactory results. I don’t know that I want my name associated with a marginal response that lacks planning and execution.

Persuading audiences, engaging employees and communicating to the media takes time. Strategies are best done on a clear sunny day. Media training and writing a crisis communications plan should have been done weeks ago.

In one case, an organization will face very expensive legal bills and payouts. Their reputation will be damaged. People will likely get fired.

In another case, lawsuits will likely be filed, the institutions reputation will be damaged, I predict their revenue will fall, and there will be an employee revolt. The best employees will quit and go to work for their competition. Many angry employees will remain on the job, polluting the human resources culture for a decade or more. In the process, customer service will suffer, leading to a greater loss in revenue. This institution may also get gobbled up by a competitor as the value of the company drops.

Why do people ask for advice and ignore it? Who knows? They just do.

By Gerard Braud

How Do I Get a Seat at the Table? Times of Crisis Management and Crisis Communications Present an Opportunity

October 28, 2014/0 Comments/in Crisis Communications, Public Relations /by gbraud

Public relations people constantly ask, “How do I get a seat at the table?” The short answer for now is to take advantage of the Ebola hysteria.

The seats are not handed out at the table. The seats are taken. During a time of crisis or potential crisis, leadership can be displayed by those who speak up about how to manage a crisis, how to make a crisis go away, and how to effectively do both through effective crisis communications.

We addressed this in the October 27, 2014 IABC webinar, “Is it too soon to talk about Ebola?” My advice is that each public relations professional needs to become a crisis communications expert. The Ebola crisis is a perfect time to gather executives and leaders together to discuss the many ways real or rumored Ebola contact could damage the reputation and revenue of the business that employees you.

Speaking to the IABC group, my advice was to focus on the negative ROI. In other words, focus on how much money could be lost, even if the public thinks Ebola has tainted your company. Often in crisis communications and crisis management, rumors and hysteria can do more damage than a real infection.

Additionally, my suggestion was that each organization should use this as a perfect time to update or write a crisis communications plan that can be used in the Ebola crisis, as well as any other crisis that might strike in the future. (contact me via my website to learn more)

If you are waiting for your invitation to take a seat at the table, it won’t come from your boss. However, there is a chance Gerard Braud (Jared Bro) just sent one to you via the web.

Ebola Crisis Communications, Finding God, and Your Leadership Team

October 24, 2014/0 Comments/in Crisis Communications, Public Relations /by gbraud

Executives and crisis communications enthusiasts remind me of criminals who find God 15 minutes after then enter prison, then forget God 15 minutes after they are back on the street. Here’s why…

True story from this week: The president of an institution wants crisis communications help now! Why? Because a crisis is at their door, related to an Ebola rumor. At this point, it doesn’t matter what it costs, because their reputation and revenue are on the line. Their dark day has arrived.

A public relations person invited her leadership and executive team to join her for one of my recent Ebola crisis communications webinars. She sent an e-mail to me after the webinar to say her management team is on board and ready to implement all of the crisis communication strategies I suggested. They have seen the light. Amen.

Then 24 hours past and their budding crisis disappeared. All bets are off. The leaders are not ready to spend a dime. They are not ready to do any preparation to ward off the next crisis.

This disturbs me less than it used to because I see it every day in my line of work. But it still disturbs me. I always try to have a Plan A, Plan B, and Plan C. Most people have no plan and pray for miracles when the crisis hits. Most executives expect their PR team to rise to the occasion on a moments notice. Most executives are in denial about the need to have a plan and practice that plan on a clear sunny day, so they are prepared on their darkest day.

Like a criminal who finds God in their crisis, then forgets God when the crisis is over, many executives are ready to do what it takes when the crisis is at their door. However, they have short memories about the reputation and revenue damage that awaits them any minute when the next crisis arises and they are unprepared.

Have you seen this where you work?

I’d love to hear how you deal with it.

By Gerard Braud

Ebola Crisis Communications Plan Question: Would an Expert Approve My Plan?

October 22, 2014/0 Comments/in Crisis Communications /by gbraud

An expert would ask you these questions:

1. Count the pages of your crisis communications plan. If it is 6-10 pages long, it is likely only a list of standard operating procedures and not a true plan. Most organizations have been lead to believe this is a plan. My description is that this is little more than an outline for writing a plan. If your document outlines what should be done, but really assigns those tasks to no one, you have a problem.

2. Could your plan be executed by anyone in your organization who can read and follow directions? This sounds like a strange question, but it is a good test. My mantra when I write crisis communications plans is that is should be so thorough that nothing is forgotten and nothing will fall through the cracks, yet simple enough that it could be read by anyone who can read, and executed by them without mistakes. If your plan reads like a technical manual that is as frustrating as assembling your child’s bicycle on Christmas Eve, you have a problem.

3) What time limits have you placed in your crisis communication plan? At a minimum, the first communication document from your plan should reach the public within one hour of the onset of any crisis. The vast number of plans I’ve reviewed over the years have no mandate for speedy communications. This causes the communicator and the executive team to spend too much time analyzing and second-guessing every decision. Speed is important. If your plan doesn’t set time limits for speed you have a problem.

4) Does your crisis communications plan contain the names and phone numbers of everyone you need to reach during your crisis or does it require you to research and find that information as you execute the plan? Valuable time is lost when you have to stop on the day of your crisis to look up information that you could have looked up and collected on a clear sunny day. If your plan says you should contact a list of people and that list contains only job titles and no names or phone numbers, you have a problem.

5) The magic of a plan is when the plan tells you precisely what information to gather, who to call to assemble a crisis management team, and directs you to a library of pre-written news releases. If you are missing these elements, you have a problem.

Think of Goldie Locks – Your plan shouldn’t be too simple and your plan shouldn’t be too hard. Your plan shouldn’t be too long and your plan shouldn’t be too short.

If you need help determining if your plan is just right, phone me at 985-624-9976.

Ebola Crisis Communication Plan Update: Ebola Hysteria Requires Communications

October 21, 2014/0 Comments/in Crisis Communications /by gbraud

Business leaders and public relations professionals should continue to monitor signs of Ebola hysteria. The damage to the reputation and revenue of your organization is real. It can come from a direct Ebola contamination to one of your employees or customers. In the case of public institutions like schools, the institution could face a costly shut down or closure.

Since outlining how real or imagined Ebola threats could trigger your crisis communications and crisis management plans, in last Friday’s Ebola webinar, the weekend revealed more examples. (Click here to listen to the webinar) A customer/passenger aboard a Carnival cruise ship out of Galveston was identified as having been in contact with lab samples from the deceased Dallas Ebola patient.

Listen to the re-broadcast

The crisis cascade of events included the ship being turned away from Belize and Mexico, plus the closure of a school in Moore, Oklahoma, because a student was on the same cruise ship as the hospital worker from Dallas. Not only did each of those institutions or governments need to communicate, but so did various ports of entry and various emergency response or decontamination companies. And while this ship sailed from Galveston, every port city in America could have just as easily found themselves in the same position as the Port of Galveston. Likewise, any school in America could be forced to make the same decisions as Moore, Oklahoma.

Are we seeing too much hysteria? Is the threat real or imagined? In my expert opinion, it doesn’t matter because either a real threat or an imagined threat can trigger both your crisis management plan and your crisis communications plan. Either a real threat or an imagined threat can damage the reputation and revenue of your organization.

Should you take steps today to prepare or should you wait and see? My mantra is be prepared. Use this potential crisis as an opportunity to set aside time on a clear sunny day to prepare your plan and your crisis communications should you need it on your darkest day.

Should you prepare only for Ebola or should you prepare for everything? My mantra is to do it all at once. You can have a comprehensive crisis management and crisis communications plan that is completed today and ready to be used for years to come.

Doing it right is always the path of least resistance.

By Gerard Braud

Ebola Crisis Communication: Webinar Follow-up Resources

October 20, 2014/0 Comments/in Crisis Communications, Media Relations, Public Relations /by gbraud

Here are the crisis communications, crisis management, and public relations resources promised in the Friday, October 17, 2014 CommPro.biz webinar and on the October 27, 2014 IABC webinar:

First Critical Statement:

In crisis communications, you should have two types of pre-written communication
documents. The first is for fast release, called a “First Critical Statement.” Some companies call these holding statements. To get a free download use the coupon code CRISISCOMPLAN when you select the item from my website store. It will deliver a PDF to you through a secured server system.

Write Your Crisis Communications Plan:

In the CommPro webinar I mentioned my 2-day program to write and complete a crisis communications plan. It will be in New Orleans November 5-6, 2014. I did not mention this in the IABC webinar, but details are here if you wish to know more.

Call me at 985-624-9976 to discuss pricing and details. The deliverable is a completed 50-page crisis communications plan and a minimum of 65 pre-written news releases. You’ll walk out with 500-700 pages of completed work.

If you cannot make these dates I can hold a program on another date just for you. Call me to discuss the options.

If you missed the CommPro webinar or would like to share the content, follow this link. IABC members should visit the IABC registration link provided exclusively to members.

Listen to the re-broadcast

Crisis communication resources to help you protect your revenue, reputation, and brand.

Welcome to Our Crisis Communication Blog

The Doctor of Crisis Communications

How Do I Get a Seat at the Table? Times of Crisis Management and Crisis Communications Present an Opportunity

Ebola Crisis Communications, Finding God, and Your Leadership Team

Ebola Crisis Communications Plan Question: Would an Expert Approve My Plan?

Ebola Crisis Communication Plan Update: Ebola Hysteria Requires Communications

Ebola Crisis Communication: Webinar Follow-up Resources

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