William Joseph Communications

Crisis Communications 101

When the wrong film was announced as the winner of Best Picture at this year’s Academy Awards, all eyes immediately fell on a befuddled Warren Beatty. Moments later, after he shared his side of the story with the millions watching at home, scrutiny fell on PwC, the accounting authority responsible for overseeing the ballots. For an organization whose reputation hinges on its commitment to due diligence, accuracy and integrity, a gaffe of this magnitude required a swift response.

Welcome to the world of crisis communications. It’s important for businesses of all sizes, and the individuals associated with them to understand the importance of concise communications in a crisis, so key players can respond proactively, not reactively. While the definition of a crisis can be broad in scope, as it relates to businesses we will focus on three main threats: public safety, financial loss and reputation loss.

Recently, the cities of Calgary and Fort McMurray experienced crises that affected public safety, namely the flood of 2013 and the fire of 2016. Whether the crisis in question is environmental, operational or personal, a strategic communications plan is imperative. Let’s explore some best practices and principles surrounding crisis communications which aim to moderate threats to reputation, finances and security.

1. Stay Ahead of the Story

Don’t wait for an issue to break and never allow the narrative surrounding your business to be dictated by external sources. It’s important to always stay one step ahead by taking initiative if there’s an inkling that unfavourable news will break.  Communicating with stakeholders quickly, directly and openly is critical in keeping control over what news is being shared and why.

2. Stay in the Know

The sooner you know about an issue that may hit the headlines, the better. Be pre-emptive and monitor a variety of news sources relevant to your business daily to stay apprised of any media mentions. Conduct frequent scans of relevant information sources like social media tools, traditional media and blogs, and connect with those responsible for reporting. If and when an issue is detected, you can act accordingly to issue an appropriate response and mitigate the impact to your organization.

3. Communicate with all Stakeholders

It’s imperative that all stakeholders are informed when a crisis breaks, including those who are directly and indirectly affected. Employees, the board of directors, the media, partners, suppliers, and government agencies are groups that likely require immediate information, and as such, messaging tailored to each group should be created. There is nothing worse than hearing about a crisis from a third-party, so be proactive with your communications and respect your stakeholders’ right to information.

4. Honesty is the Best Policy

As the old adage goes, honesty is incredibly important, especially during a crisis. Providing a truthful account of the situation is paramount to maintaining credibility and integrity, so consider all the facts when crafting your communications. A crisis is not always a threat, and while it may appear as such, it can evolve into an opportunity. The way an organization responds to a crisis can shape the public’s perception and leave a lasting impression, so respond honesty.

5. Have a Plan

It’s important that everyone is on the same page in times of crisis. While many organizations have general communications guidelines regarding disclosure and procedures, a dedicated crisis communications plan is invaluable. A strong plan should provide the following:

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Friday, February 15th, 2019 at 11:05am
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William Joseph Communications

We are the difference between momentary achievement and enduring success.Your success requires an agency that offers a fully integrated solution. One that has the vision to see beyond your current borders and the troops to guide you there. With us as your allies, be confident that you can achieve your boldest ambitions. At William Joseph we offer complete marketing solutions composed of strategies, tactics, and designs that effectively tell your story and address your unique marketing goals. Everything from advertising campaigns to experiential design, our team takes your corporate identity and translates it through a wide array of mediums to successfully champion your company.
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William Joseph CommunicationsFriday, February 15th, 2019 at 4:23pm
We love TWT Group Inc. and wanted to show them just how much on Valentine's Day yesterday! These will come in handy for the long weekend!
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William Joseph CommunicationsFriday, February 15th, 2019 at 1:46pm
The latest edition to the William Joseph art collection is a special one!

A talented showman (to say the least), Freddie Mercury had a keen sense for both theatrics and design. The Queen front man had a diploma in graphic design from Ealing College of Art and applied his visual talents to various Queen projects, including multiple album covers and the now famous Queen crest. Did you know that the creatures included in the logo (two lions, two fairies and a crab) represent the zodiac signs of each band member?

Coincidentally, many pop culture legends have or had a background in graphic design, including Pete Townshend, David Bowie and Alan Rickman.

As an agency rooted in creativity and built up of many talented artists ourselves, it's safe to say we're pretty fortunate to be in such company.
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William Joseph CommunicationsWednesday, February 13th, 2019 at 4:57pm
The website for our client Hillcrest Financial is live! We've had a blast working with their team on this project and are proud to share it with you all.

Take a look at our work and the amazing services Hillcrest offers!
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William Joseph CommunicationsMonday, February 11th, 2019 at 11:52pm
Grande Prairie - A Valentine’s Day surprise. A Ryan’s Roundup in Feb 13 at the Skylark Lounge at the Pomeroy Hotel after work. Who’s in?

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