Don’t keep employees out of the loop
Many businesses plan for ways to communicate with the public and media during crises, while neglecting internal communication plans. While obviously external communication is important, well-informed employees are a necessity for proper crisis management.
In this quote from a New York Examiner article, PR pro Phill Mann explains why:
Consider this: If a chemical plant in New Jersey has an explosion, are you more likely to seek out – and trust – information issued by the company, or from your neighbor who works at the plant? How will you feel if your neighbor tells you, “I have no idea what’s going on. They haven’t told me a thing?”
Who will more likely embrace the challenge of helping the company rebound after a crisis subsides: a well-informed employee or one left in the dark?
Who will more likely Tweet or post accurate, on-message information – a well-informed employee or one who was told nothing beyond, “Keep quiet”?
The basic thinking is this: some percentage of employees will break the rules, including those regarding things like confidentiality and social media. If information is going to get out from sources other than official spokespeople, it’s better that it be the right information. In addition, ensuring that employees are informed inspires much higher confidence and in turn better productivity, never a small thing in business.
The BCM Blogging Team