Sample Communication Plan Free Template

Crisis Communication Plan

The key to successful crisis management is a well-designed communication plan. When such events disrupt the lives of individuals or assets and the reputation of an organization, an actionable crisis communication plan guarantees timely and transparent dissemination of the right information to the right audiences. This guide addresses all essential topics, best practices, and stepwise design and implementation of a robust crisis event communication plan.

What Is A Crisis Communication Plan?

A crisis communication plan is a premade approach to managing all information before, during, or after a business-critical incident. It defines the processes, roles, messaging, and channels that keep trust while guarding stakeholders and directing the way back to stability. It also incorporates internal and external communication, maintaining coherence and consistency within messages along the entire life course of the crisis.

Why Is A Communication Plan Important During A Crisis?

1. Minimizes Panic and Speculation: It reduces rumors and misinformation via proactive, factual communication.

2. Reputational Safeguard: Opens up answers to protect trust among employees, customers, regulators, and the public.

3. Speeds up Recovery: Clear directives and regular updates make it possible to put activities back into place quickly.

4. Fulfill Compliance: Often, regulatory frameworks require evidence that the organization has mastered crisis communications readiness.

5. Strengthens the leader's voice: Clear assignments of authority prevent any chaos and mixed messages.

Key Elements of Crisis Communication Plan 

1. Identification and Prioritization of Stakeholders

Effective Crisis Communication must start with stakeholder mapping:

• Primary Stakeholders-Internal/External: Employees, customers, leadership, and key suppliers.
• Secondary Stakeholders: Media, regulators, local authorities, investors, and the general public.

Prioritize by impact for customized messaging.

2. Crisis Response Teams and Roles

Set up an interdisciplinary Crisis Communication Team (CCT):

• Team Leader: The one driving the communication response and decisions.
• Spokesperson: The man/woman who gives out public statements and media responses.
• Representatives of departments: All views are included with IT, HR, legal, operations, and PR.
• Backup Roles: Not necessary, but assign backups to give redundancy.

3. Communication Protocols

Establish how, when, and what information will be disseminated: 

• Escalation Triggers: The reasons for activating a communication plan.
  
• Approval Hierarchy: Who gives the go-ahead for message content, timing, and releases.
  
• Pre-approved Templates: Messages that are ready for deployment as-is (emails, press releases, social posts).
  
• Confidentiality and Privacy: The sharing of information should be done securely.

4. This Source of Information to Gather and Validate

Continually know and verify updating information relative to the situation:

• Situational Awareness: Appointing people within the team to source incidents, updates from news or social media.
• Feedback Channels: A method of soliciting input from stakeholders to refine messages further.

5. Communication Channels

Determining the appropriate delivery method for each audience:

• Internal: E-mails, intranet sites, alerts by text, virtual meetings.
• External: Press releases, site updates, social media, hotlines for dedicated calling.
• Media Relations: Prepare talking points, plan for press briefings, and monitor coverage.

6. Message Development 

Clear, empathetic, and actionable messaging of like types:

• Five C's of Communication: Clarity, control, concern, confidence, competence.
• Consistency: Messages need to be consistent across channels and spokespersons.
• Empathy: Know how the person is going to suffer and state what is being done to remedy it.

7. Timelines and Milestones

Determine expectations for how often updates come:

• First Notification: Within the first hour from confirmation. 
• Periodic Updates: As new developments arise, irrespective of progress. 
• Closure Notification: On the resolution of a crisis situation or normalization of activities.

Development And Upkeep Of The Crisis Communication Plan

1. Anticipate and Prepare: 

• Risk assessment will allow for development of an expected crisis scenario.
• Develop templates for responding to high-profile events.
• Provide advanced training at least once a year for each member of the communication team.

2. Role Assignment and Command Lines

• Define a particular chain of information sharing and decision-making.
• Ensure alternates know what are their back-up responsibilities.

3. Speed and Accuracy

• To stamp out the speculation, move fast and act soon-but never risk accuracy for speed.
• Documentation and Accessibility
• Provide for central storage and updating of contact lists, templates, and media contacts locating the plan in an area that ensures ease of access by all team members regardless of whether they are on-site or working remotely.

4. Multilingual and Accessible Communications

• Be prepared for translations as needed for a variety of stakeholders.
• For accessibility, provide formats for all employees and customers.

Best Practices For Communicating During Crisis Events

• Transparency: Disclose what you know, what you don't, and what steps you are taking.
  
  
• Empathy: Humanize your messaging to gain the trust of the stakeholders.
  
  
• Consistency: Don't allow conflicting messages to come from different representatives.
  
  
• Feedback Loops: Request and respond to any feedback from stakeholders. 
  
  
• Practice Drills: Test the plan through realistic simulations to identify and close any gaps. 
  
  
• Upkeep: Review and maintain the plan at least once a year or even more frequently following major incidents.

Aligning To Standards And Frameworks

1. ISO 22301/22317: Treat crisis communication as an integral part of business continuity.

2. COBIT, NIST: Ensure the plan covers IT and data-related crises.

3. Legal/Regulatory Considerations: Take into account GDPR, disclosure requirements per industry, and privacy legislation.

Conclusion

An effective crisis communication plan is the linchpin for timely, coordinated, and trusted responses to crisis events, whereas by aligning with stakeholders, organizations may build protocols and enhance learning to manage uncertainty and reassure communities in tough times. Regular plan review and practicing of your plan will ensure that continuity and resilience are never far off.