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Reputation Management: Crisis Communication Planning, Response and Recovery

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National Restaurant Association
National Restaurant Association

The document summarizes crisis communication planning, response, and recovery. It discusses identifying vulnerabilities and developing response plans. It emphasizes acting quickly and truthfully in the first 24 hours of a crisis to control the narrative. The goals are to minimize damage, rebuild trust, and learn from mistakes. Proactive reputation management requires open communication, accepting responsibility, and addressing systemic issues to restore confidence over time.

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November 7, 2007 Reputation Management Crisis Communication Planning, Response and Recovery Ellen Hartman President, Fitzgerald + C0 Public Relations [email_address] 404 266 7561
Today’s Discussion ,[object Object],[object Object],[object Object]
Attributes of a Crisis ,[object Object],[object Object],[object Object],[object Object],[object Object]
Goals of Crisis Communications Be equipped to quickly and accurately address any existing issue that has the potential to threaten reputation Build a network of advocates on your behalf, both internal and external Prevent an issue from escalating to a crisis Minimize the long-term impact of a crisis
Crisis: The First 24 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Crisis Communications Cycle Pre-crisis Predict, Prepare, Prevent Response Act and Communicate Recovery Rebuild relationships Learn React Act
Pre-Crisis: Issues Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Crisis: Response Principles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Crisis Communication Is An Art, Not A Science ,[object Object],[object Object],[object Object],[object Object]
Reputation Recovery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reputation Recovery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reputation, A Key Corporate Asset ,[object Object],[object Object],[object Object]
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November 7, 2007 Reputation Management Crisis Communication Planning, Response and Recovery Ellen Hartman President Fitzgerald + CO Public Relations [email_address] 404 266 7561

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Reputation Management: Crisis Communication Planning, Response and Recovery

  • 1. November 7, 2007 Reputation Management Crisis Communication Planning, Response and Recovery Ellen Hartman President, Fitzgerald + C0 Public Relations [email_address] 404 266 7561
  • 2.
  • 3.
  • 4. Goals of Crisis Communications Be equipped to quickly and accurately address any existing issue that has the potential to threaten reputation Build a network of advocates on your behalf, both internal and external Prevent an issue from escalating to a crisis Minimize the long-term impact of a crisis
  • 5.
  • 6. Crisis Communications Cycle Pre-crisis Predict, Prepare, Prevent Response Act and Communicate Recovery Rebuild relationships Learn React Act
  • 7.
  • 8.
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  • 14. November 7, 2007 Reputation Management Crisis Communication Planning, Response and Recovery Ellen Hartman President Fitzgerald + CO Public Relations [email_address] 404 266 7561