How to Create a Digital Crisis Communication Checklist

Crisis Communication Team

Your crisis communication plan should include who is going to handle the response effort, who is in charge of which tasks, and who will be the face of your business to external and internal audiences.

We recommend a team that includes the CEO, along with department heads. There should be a representative from each department, such as HR, PR, IT, etc. Each member should be assigned specific responsibility.

Communication Tree

Clearly define a communication tree with specific roles, channels, and how information should flow during crisis.

Pre-Written Templates

A fast and effective response is essential, reducing miscommunication and speculation, while maintaining trust. We recommend pre-writing and creating a template for routine messages, which can be used quickly during crisis. This should include:

• Key messages – who will send each message and the channels used
• Provide directions for those seeking information, such as a helpline number of channel that is updated regularly

Run Simulations, Test, and Update

With your crisis communication checklist in place, you need to ensure it works when crisis hits, this ensures all team members know and understand their roles and what they need to do. We recommend regularly conducting simulations and tests, assessing the effectiveness of your response, identifying gaps and updating your checklist accordingly.

Common Mistakes and How to Avoid Them

• Inadequate planning and testing – response frameworks need to be clear and every team member needs to know their responsibilities
• Inappropriate channels – use fully encrypted channels for communications
• Difficult channels – hard to use channels will slow your team town. Your emergency team needs to respond quickly with seamless communication
• Insufficient analysis – store detailed logs and records for auditing

Quick Crisis Communication Checklist

• Have you created a crisis response team with defined roles?
• Does everyone on the team know and understand their responsibilities?
• Have you provided training on crisis management?
• Have you put secure messaging tools in place?
• Is the messaging tool fully encrypted?
• Do all team members understand how to use the messaging tool and platform?
• Have you prepared pre-written and customisable templates for different crisis scenarios?
• Do you have a schedule for regular testing and updates?
• Does your approach comply with relevant regulations?

Conclusion

Having a digital crisis communication checklist in place is essential for every business, no matter your size or industry. You want to protect your online reputation at all costs, ensuring that you are seen as trustworthy and reliable. With a crisis communication checklist in place, you can ensure that all emergencies are dealt with seamlessly, maintaining your reputation online. Contact Genie Crawl now if you need help with your online reputation or your crisis management.