PowerPoint Presentation

Crisis Communication & Public ApologiesThe Maslows

If not dealt with, the damage done by crises will not go away; they will become long-term reputation issues.

What Is a Crisis?A situation that has reached a critical phase

3Why is PR Important During a Crisis?

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Types of Crisis

Favoring short term economic gainConcealed or misrepresented informationDeliberate amorality and illegalityOrganizational MisdeedsTerrorist AttacksNow a foreseeable riskFalse information about organizationRumors

PRE-CRISIS STAGECRISIS STAGEPOST-CRISIS STAGEResearch (Organization specific)Crisis Management PlanPress Release TemplatesChain of Command to employeesTraining to appropriate personnelIdentification of CrisisCollection and processing of pertinent informationDecision MakingDissemination of crisis messages (Internal and External communication)

Reviewing and Dissecting the performance of the crisis management teamNecessary changes needed internally and externallyFollow up crisis messagesCrisis Communication Tactics

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Some Recent Cases

Malaysian Airlines

ConclusionNever ruin an apology with an excuse!THANK YOU