Crisis and issues management

Abstract

Managing a crisis is one of the most challenging and rewarding aspects of public relations. It takes a great deal of skill, leadership and common sense to save an organisation from destruction. Social media has significantly changed the tactics, strategies and objectives of crisis communication. The ultimate goal of crisis management is to rebuild the organisation to a stronger position than it was in before the event. Social media and mobile technology have re-invented crisis management, empowering stakeholders with more information, some of which may be inaccurate, and the ability to communicate with organisations anywhere at any time. Corporate crises are big-ticket items, placing enormous stress on both the financial bottom line and the operational capacity of a company. Crisis management, therefore, has a significant focus on maintaining relationships with stakeholders. It is logical for the crisis communication practitioner to engage firstly with the organisation’s board and key executives, followed by other enabling stakeholders.