Proactive Crisis Management
An effective crisis management process will have a clear plan for dealing with the media and for ensuring that company spokespersons have appropriate training. Here in Canada we have had two recent serious events that demonstrate the value of having a clear proactive communications process
. The first is a case study of how NOT to deal with a crisis- an explosion in Toronto at a propane storage facility. One employee was killed, thousands evacuated from their homes with serious damage to houses in the area. The second situation is a case study on how BEST to handle a very bad crisis. This event was in food safety, where a bacteria outbreak of listeria was found to be the cause of 20 deaths, mostly in seniors, from contaminated meat that was used in long term care facilities.
Both events were tragic, caused much personal grief and will have a lot of lawyers busy on lawsuits. How the two companies handled the crisis is a case study in the value of having a proactive crisis management plan.