Our over 30 years of experience and expertise mean that we tackle the toughest issues daily to help our clients effectively manage and resolve crisis issues. We work collaboratively with legal, regulatory, and internal advisors for a consistent, thorough approach. The first minutes of any crisis is critical. In our digital world, this is where crisis preparation and planning truly pay off.
PANTCHEK is a handy acronym to keep in mind when managing communications in a crisis – and not get caught with your pants down.
Public welfare is the first priority
Assemble the facts. Once they are verified, Announce All bad news at once
No blame, No speculation, No repetition of negative charges or questions
Tell your side of the story or Take responsibility
Care and Concern for those affected – express it sincerely and right at the outset
High-level organization spokesperson – let the public see the crisis has top-level attention
Ensure that it will not happen again with a solid plan that will generate confidence
Keep a separate plan for moving daily business ahead
REPUTATION RECOVERY
Getting through a crisis does not qualify as success. An organization must rebuild and reinforce its reputation and relationships to fully recover from a major crisis.
Diligent reputation-building is essential. Depending on the nature and duration of the crisis, success may require a long-term effort.
• Maintain open communications with media, community members, customers, consumers, investors, employees, governing bodies and affiliates via all communications channels, including social media
• Employ awareness-raising tactics
• Differentiate your organization from the pack – did the crisis make you better and/or stronger?
• Become a category expert among your peers
• Conduct “post mortem” analysis and incorporate learnings into future scenario planning