{"id":190,"date":"2013-03-04T10:43:18","date_gmt":"2013-03-04T09:43:18","guid":{"rendered":"http:\/\/proacomunicacion.es\/?p=190"},"modified":"2013-03-04T10:43:18","modified_gmt":"2013-03-04T09:43:18","slug":"crisis-communication-2","status":"publish","type":"post","link":"https:\/\/proacomunicacion.es\/en\/comunicacion-crisis-2\/","title":{"rendered":"The 10 magic questions in crisis communication"},"content":{"rendered":"<p>I commented in my previous post that dealing with <a href=\"https:\/\/proacomunicacion.es\/en\/consultoria-comunicacion-corporativa\/crisis-communication-6\/\">a communication crisis<\/a> is like riding a roller coaster or a runaway tiger: the emotions are strong and particularly intense. As most crises occur without warning, the initial tendency is to get swept up in the whirlwind of the moment without stopping to reflect before acting.<\/p>\n<p>In this regard, it is crucial to spend a minimum amount of time reflecting on the <strong>nature of what we face<\/strong>its <strong>scope and implications<\/strong>our <strong>capacities and resources <\/strong>and, most importantly, <strong>corporate philosophy and mentality <\/strong>This is where the first dilemma arises. This is where the first dilemma arises: what is a crisis, and can what is happening to my company\/organisation be classified as a crisis?<\/p>\n<p>Here is one of the definitions of crisis that I find most precise and convincing: \"Any situation that can <strong>attracting media attention<\/strong>authorities or the public in general, and which <strong>involves a potential reputational risk to the company's reputation<\/strong>\".<\/p>\n<p>Specialists speak of <strong>more than 200 types of crises<\/strong>: <a href=\"https:\/\/proacomunicacion.es\/en\/consultoria-comunicacion-corporativa\/salud-farma-y-tecnologia-sanitaria\/\">health and sanitation<\/a>caused by political events and social conflicts, natural phenomena, accidents, events of criminal origin, legal issues, economic issues, product recalls, cyber attacks, etc.<\/p>\n<p>For me, and I speak personally, there are two main categories: no fatalities (fortunately the vast majority) and fatalities (fingers crossed that you don't get one).<\/p>\n<p>And now, here are the ten questions that we should ask ourselves before facing a crisis, and which I call magical because they are the best allies of our health:<\/p>\n<p>1. \u00bf<strong>What it represents <\/strong>a crisis for our company? We must differentiate between <strong>crisis<\/strong>, <strong>emergency<\/strong> e <strong>incident<\/strong>.<br \/>\n2. Do we know the <strong>vulnerabilities<\/strong> of our company?<br \/>\n3. Are we <strong>able to react <\/strong>immediately?<br \/>\n4. Do we have <strong><a href=\"https:\/\/proacomunicacion.es\/en\/blog\/crisis-communication-6\/crisis-manual\/\">an updated crisis manual<\/a><\/strong> where the <strong>scenarios<\/strong>, <strong>messages<\/strong> y <strong>actions<\/strong> What are the measures to be taken to adapt them to the specific situations of a crisis?<br \/>\n5. Does the company approach the crisis in line with the <strong>principle of liability or fault<\/strong>?<br \/>\n6. Does the company have the capacity to efficiently define who are the <strong>main victims <\/strong>in a crisis?<br \/>\n7. Has a designated <strong>spokesperson<\/strong>Has he\/she been properly trained, is he\/she the right person to lead\/manage the crisis proactively, does he\/she protect the company or himself\/herself?<br \/>\n8. Do we have the <strong>resources <\/strong>(<strong>humans<\/strong>, <strong>technicians <\/strong>y <strong>economic<\/strong>) necessary to face it with minimum guarantees?<br \/>\n9. Is the company's management aware of the need to assume and accept the<strong> criticism inherent in management <\/strong>of any crisis (no matter how well it is done)?<br \/>\n10. Is our company prepared to <strong>learning from past crises<\/strong>Has an institutionalised <strong>learning process<\/strong>?<\/p>\n<p>If you have a definite answer to each of them when a crisis hits you, your blood pressure will thank you for it. On the other hand, the more you leave blank or answer with a resounding \"No\", the more you run the risk of suffering more than just a dizzy spell.<\/p>\n<p><strong>Joaqu\u00edn Rodr\u00edguez Villar<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Comentaba en mi anterior post que enfrentarse a una crisis de\u00a0comunicaci\u00f3n es como subirse a una monta\u00f1a rusa o cabalgar sobre un tigre desbocado: las emociones son fuertes y especialmente intensas. Como la mayor\u00eda de crisis se presentan sin previo aviso, la tendencia inicial es dejarse arrastrar por la vor\u00e1gine del momento sin pararse a [&hellip;]<\/p>\n","protected":false},"author":28,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[42,43,44,38,7],"class_list":["post-190","post","type-post","status-publish","format-standard","hentry","category-actualidad-proa","tag-comunicacion-de-crisis","tag-crisis-reputacional","tag-gestion-comunicacion-de-crisis","tag-gestionar-comunicacion-de-crisis","tag-proa-comunicacion"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Las 10 preguntas m\u00e1gicas en comunicaci\u00f3n de crisis - Blog Comunicaci\u00f3n y Reputaci\u00f3n<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/proacomunicacion.es\/en\/crisis-communication-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Las 10 preguntas m\u00e1gicas en comunicaci\u00f3n de crisis - Blog Comunicaci\u00f3n y Reputaci\u00f3n\" \/>\n<meta property=\"og:description\" content=\"Comentaba en mi anterior post que enfrentarse a una crisis de\u00a0comunicaci\u00f3n es como subirse a una monta\u00f1a rusa o cabalgar sobre un tigre desbocado: las emociones son fuertes y especialmente intensas. 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