Now that you know the basic elements of crisis communications management, it’s time to assemble your tool kit. Although you may not yet know the type of crisis you might face, you can still begin gathering the building blocks for your response. Remember, in any scenario, you’ll need to answer these questions:
What did you know?
When did you know it?
What did you do about it?
What are you going to do to prevent it from happening again?
The Toolbox:
A list of designated members of your Crisis Communications team
A checklist for those on the team outlining actions and responsibilities
A holding statement for use while facts are coming in and you are deciding on your next steps
An initial statement detailing what you know so far and what action is being taken
A phone script to handle incoming calls and avoid delivering unauthorized messages to callers
A contact list including employees, shareholders, customers, etc., as well as others to alert in a crisis, such as reporters and local officials
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