And a new book to help you prepare for that change…
by Amanda Coleman
In just three years the world has changed quite dramatically. The pandemic continues to impact not just on how we work but on how we think and feel about things. The legacy is seen every day in the news headlines from the financial crisis to a mental health crisis. When I first wrote the book Crisis Communication Strategies the pandemic had not happened and the most significant crises had been terror attacks and fires.
The principles of crisis communication remain but the way it operates and the considerations that need to be in place is becoming increasingly complex. Artificial intelligence, behavioural science and globalisation have all challenged the way communication happens in a crisis. It is why I jumped at the opportunity of revising the book and creating a second edition. As well as having the chance to bring the case studies up to date using more recent events, it has allowed me to explore the changing world of crisis communication.
If you have a crisis comms plan and you feel ready to go has it considered how you will manage fake news, how you will take people with you as the situation develops, how you may have to deal with ‘Tik Tok experts’ and dealing with international commentary? All of these are now essential parts to a comprehensive crisis communication approach.
There has been a lot of research in the years after the Covid-19 pandemic that highlights how crises disproportionately affect certain communities and individuals. Those who are the most disadvantaged will find their situation deteriorates in the face of a crisis. This is why the work that is done to address equality, diversity and inclusion becomes even more critical when a crisis happens. Understanding who is affected and how it affects them is one thing, but communicators have to really understand who they are trying to connect to and talk with.
An interesting development in crisis planning and in the development of communication plans is to involve those groups and individuals in the preparations. Listen to what they have to say, what they need and how they want information rather than assuming you already know. This is particularly important when considering diverse groups and those who have specific requirements. What Covid-19 showed us was that effective communication needs to be heard and understood by those who are marginalised in society.
In this uncertain world the approach to crisis communication needs to, and is, continually developing. I have attempted to capture those new elements within the new edition so that people can review and improve their existing plans.
The updated edition of Crisis Communication Strategies is released today – it covers all the basics and brings them up-to-date for the post-pandemic world.
It’s definitely one to add to your collection – you can get your copy HERE. Darren
Amanda Coleman is a crisis comms consultant. You can say hello on Twitter at @AmandaComms
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