Not long after the bell is struck to alert us of the latest organisational crisis, your knowing crisis expert from a City PR agency will invariably pop onto the airwaves and explain how avoidable the situation was and the mortal financial impact it will have. Blah, blah.
The nuanced world in which we live means the answer is rarely as straightforward. Nobody has x-ray vision or can see what’s been going on behind the scenes, or even who the real villain of the peace might be. Focussing on the drop in share price misses another key point – the sometimes irreversible harmed caused to people.
Chasing ambulances is unedifying, so we instead work with clients over the long-term to support their journey of preparedness. Without exception, this involves putting the public, clients’ own people and key stakeholders front of mind.
Careful analysis of the critical issues that teams face leads us to devise strategies to eliminate harm and mitigate reputational risk. Plans are precisely tailored to individual organisations, based upon their unique circumstances and structure and considering cultural and other sensitivities, often across different regions of the world.
One truth about the most notable crises is that they have a strong human-interest story at their heart. We musn’t underestimate the shock and emotional toll, and the need to find coping mechanisms or re-establish identity and purpose. Handled well, we know that individuals and their organisations can overcome adversity and grow stronger emerging from an incident.
Our approach is called Crisis Navigator. Underpinned by cloud software which alerts the Crisis Management Team and becomes a central place to manage incidents, it’s a methodology comprising four alliterative stages, namely Predict, Prepare, Perform, and Perfect.
It creates a structured, proactive, and continuous improvement cycle that enhances an organisation’s ability to handle crises effectively. Here’s why each stage is critical:
Predict (Anticipate Potential Crises)
Why it’s important: Identifying potential risks before they materialise allows for proactive planning.
Key actions: Risk assessments, scenario planning, trend analysis, and monitoring early warning signs.
Outcome: Organisations can anticipate threats and reduce their impact by being aware of potential crises.
Prepare (Develop Plans and Resources)
Why it’s important: A well-prepared organisation has the tools, protocols, and trained people ready to respond.
Key actions: Crisis communication plans, response protocols, stakeholder mapping, training exercises, and resource allocation.
Outcome: Readiness to act swiftly and effectively when a crisis occurs, minimising damage.
Perform (Execute Crisis Response)
Why it’s important: Effective execution during a crisis determines the outcome.
Key actions: Activating response teams, implementing crisis plans, protecting the public and your people, communicating with stakeholders, and adapting to evolving situations.
Outcome: A swift, coordinated response that reduces harm to people, mitigates damage and maintains operational continuity.
Perfect (Review, Learn, and Improve)
Why it’s important: Learning from each crisis ensures better preparedness for future incidents.
Key actions: Conducting post-crisis evaluations, gathering feedback, identifying gaps, and updating crisis plans.
Outcome: Continuous improvement in crisis management, reducing vulnerabilities over time.
This methodology is proactive rather than reactive, emphasising foresight and preparation to mitigate risks before they escalate. It provides a comprehensive and structured approach to communications, covering the entire crisis lifecycle from prediction to refinement.
By incorporating continuous improvement, organisations learn from each crisis, enhance future responses and maintain their reputation. Ultimately, it strengthens resilience, enabling organisations to withstand and recover from disruptions more effectively. This fosters a culture of agility, ensuring they not only survive crises but emerge stronger.
To find out more about Crisis Navigator and our people-first approach, please contact info@teamtala.com.
Crisis Navigator
Crisis Navigator
Whether it’s a reputation threat, operational disruption, or media crisis, Crisis Navigator ensures you’re always prepared.