Crisis Management - How bad is it?

The essential meaning of the word “Crisis” is a difficult or dangerous situation that needs serious attention.

This post explores using the word “Crisis” in a business environment.

Professionally, I have always managed to jump on calls to coach boards, colleagues, and executives when an event begins smelling like a crisis. No prep - just a nice phone call that typically always starts with me asking “How bad is it?” as shown in this video.

💥Then it happens – social media explodes with negative commentary, your employees are unsure if they will have a job tomorrow, media arrives at your place of business, or your company is now liable for the damages it caused to the community.

After picking up the pieces, dust settles, another day has passed that your company gets to survive.

⏭ What is next? You begin introducing concepts and tools such as monitoring real-time social media feeds that mention your company, build relationships with key media persons and emergency services, start training executives on how to speak to media, and develop information funnels with public datasets such in smartsheets to support in key decision making.

🤔But what about the companies that didn’t do such a good job in managing a crisis? The following 3 videos exemplify bad crisis management. Hopefully, it helps you identify what you would do differently if you were responsible for managing similar events.

1️⃣ Lac Megantic Disaster 2013 – Ed Burkhardt addressing the media for the first time.

2️⃣ Facebook Databreach - Zuckerberg addressing the media only after 5 days when the breach became public.

3️⃣ BP Oil Spill 2010 – Tony Hayward addressing the media, I want my life back.

👌Then you have an example of good crisis management from Patrick Doyle after 2 Domino’s employees posted a viral video on how they handle food inside the store.

See employee video & Patrick’s response.

👉Key takeaways: Take a step back, breath, coordinate, obtain information, address both internal and external audiences quickly, and create opportunities from the crisis that are in the best interest of all of those affected with resolutions to begin community healing and recovery.

Additional resources:

Author: Martin Gierczak, Founder, Genesis Resiliency.