1. Be proactive. Anticipate and plan for crises that your organization could encounter before they happen.
2. Get a team together. During the planning phase, identify employees who will make up the crisis management team—the people who will know what to do when disaster strikes.
3. Don’t expect employees to come to you. Implement a notification system that quickly reaches out to employees with accurate information and guidance.
4. Don’t put up roadblocks. Trying to keep employees from communicating about crises via social media is futile. Instead, help them shape their messages by giving them correct information in a timely manner.
5. Act fast—but only say what you know to be true. Speed is of the essence when it comes to crisis communications, but it shouldn’t come at the price of accuracy.
6. Don’t go silent. If your organization is not yet ready to respond to an emergency, HR should at least let staffers know that the organization is gathering information and will follow up as soon as it can.
7. Test—then test again. The most well-crafted communication plan won’t be very helpful if employees have no idea what it is or how to use it. At least once a year, test the process to find out from workers what it does and doesn’t do well, and then adjust accordingly.
8. Evaluate. Post-crisis assessments are as important as pre-crisis plans. After the fact, review how the internal communication plan was executed. Determine what succeeded and what can be improved.
Illustration by Richard Mia for HR Magazine