Multilingual Business Communication

April 10, 2009

Blogging in crisis communication

Filed under: crisis communication, Ruth Broekaert — meertaligebedrijfscommunicatie @ 6:26 pm

http://rodjohns.typepad.com/.a/6a00e54edf3719883401156e4fb4b9970c-800wi

With the introduction of blogs and other social media companies have to face new challenges if they are to deal with a crisis situation effectively and efficiently.In crisis communication the goals are to maintain a positive image of the company, to present timely information, and to remain accessible. Blogs give the ability to offer updates instantly and to remain accessible. Moreover, you can use a human tone of voice to accommodate the public’s emotional response.

But how do you deal with a blogging community of millions during a crisis? Rumours can spread like wildfire from blogger to blogger, country to country. There are some things you can take into account, because after all, you do want to survive the crisis.

First of all, you should have a crisis communication plan in place. It’s very important for companies to have blogging policies, and certainly, don’t replace your crisis communications plan with blogs. It’s got to be part of the mix.

Secondly, publish facts and only facts. The more information you give, the more you can contain the issue. Don’t let speculation and assumption run wild. Bloggers appreciate openness and giving them all the information is the key.

Thridly, bloggers look for the truth. Answer any questions they might have, post comments on blogs addressing the issue, ask for their opinions and get their insight. Work with them, not against them.

And last but not least, take nothing for granted. Continuously monitor your blog, not only prominent bloggers. When rumours or allegations are completely false this doesn’t mean you can ignore it.

Ruth Broekaert


http://www.prblogger.com/2006/02/blog-crisis-communications/

http://www.fastcompany.com/blog/heath-row/blogs-new-role-crisis-communications

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1 Comment »

  1. I would like to add, that it is important to know where your bloggers are, as it is obvious that they will not only be blogging on your website, but mainly on sites you cannot control directly. Of course this depends on the field in which your company is active. Anticipating on relevant blogspots and monitoring them are crucial in case of an emerging issue.

    Comment by Ankie Dees — April 19, 2009 @ 11:49 am


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