Business Crisis FAQs
Frequently Asked Questions about Business Crisis
A crisis just occured, how quickly can you help us?
Because fast, effective response is one of the key issues involved with crisis communications, Carter & Co. works alongside you virtually from the moment you contact us. Define or be defined.
What is a crisis communications plan?
An ideal crisis communications plan involves both analyzing the circumstances that could lead to a crisis, and forming a tactical plan to deal with those eventualities. Your plan outlines responses, responsibilities and resolution processes.
If a reporter asks me about a PR crisis, is “no comment” ever a good response?
No! Many people take “no comment” as a confirmation of the story or think you’re trying to hide something. If you cannot respond to a phone query right away, have a colleague take the call and ask for the details of the caller’s questions. Then, when you have a suitable answer,call back with your statement. Never feel “rushed” into giving an answer that may not be appropriate for the moment.
What if a reporter contacts other employees about the crisis? What should they do?
Unless the employee is specifically assigned to PR, crisis or press duties, he or she is not responsible for giving out information. Have employees explain that they are not authorized to respond, and instruct them to take a message to pass to your PR team. Any legitimate journalist will respect that response. Employees should learn this upon hire.
I’ve never faced a TV camera or a microphone … can you help me?
There’s a reason some company representatives look composed and controlled in an interview – and that reason is training. Carter & Co. offers you media training conducted by former journalists who knowthe pitfalls of a bad interview, and help you avoid them.
How fast will this PR crisis clear up?
Every incident is unique, andevery resolution depends on the way the crisis is handled from the very beginning. Having a crisis communication plan is vital to your strategy – and training all your employees on your PR policy helps ensure that the right people are delivering the right information. Inmost cases, a timely response is expected; when companies put off giving a response, it only adds to the time that other commenter’s will voice their opinion. Follow-up with reporters, social media and other sources is also an important part of the PR plan.
It takes a lifetime to build a brand and only a minute to destroy it.
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Do you offer crisis management for social media?
Yes – today’s consumers expect a business to have at least a Facebook and Twitter presence; these and other social media platforms can go a long way in helping companies handle a crisis. Carter & Co. offers a comprehensive program of monitoring and response that resonates with social media users.
What is the difference between crisis communications andreputation management?
This is a common question. Crisiscommunications helps protect you in the immediate aftermath of a crisis. Reputation management is a well-known process that focuses on refining the public perception of an individual or organization onan ongoing basis.
How much experience do you have in Crisis Communications and reputation management?
Carter & Co. has a sterling reputation in Crisis and Reputation Management from years of national printjournalism and, more recently, in online communications. We maintain contacts throughout all media platforms, including national, regional and local sources. Our clients have ranged from large corporations to small businesses and even municipalities, as well as individuals, public figures, and professional sports teams. It all starts with a crisis communications plan that is tailored to your business needs. In the Central Valley and beyond, Carter & Co. is a leader in business communications. We’re committed to building and protecting your brand.
Is it possible to remove offending blog posts online?
Though it’s possible to remove blog posts yourself, the best strategy is to consult the experts at Carter & Co. first to ensure that the move is a rational response, as well as confirming that rules and laws are being respected.
Can and/or should I take legal action against those responsible?
Legal proceedings can be part of crisis resolution, but just as important is creating a strategic communications plan to help protect your reputation. In some cases, communications and legal matters can be handled simultaneously.