Matters Needing Attention In Crisis Communication

The role of crisis communication is to help the public understand the facts that affect their lives, feelings, and values, so that they can better understand the crisis and make rational decisions.

Crisis communication is not just telling people what you want them to do, but more importantly, telling them that you understand their feelings.

Trust comes from many aspects. The most important thing is honesty.

After the 911 incident, Giuliani, mayor of New York, admitted to the public that he was also afraid. He did not know what would happen next. His pain was honest and true.

He did not try to control the public mood, nor did he try to remain completely calm.

In this way, the public will be more trusting of him, so that he can more effectively help the public to eliminate excessive worries.

Honesty and openness help build trust and make crisis communication more effective.

The soldiers risked their lives at a temperature of 40 degrees, so as to guard against death.

In August 21st, the Hunan Provincial Water Resources Department purchased 130 thousand bottles of "Changsha water" and sent them to the flood fighting line.

But less than half a day, in the soldiers who drank "Changsha water", there were severe abdominal bleeding, stomach ache, fever and vomiting.

After opening the remaining "Changsha water", the army company found small fragments, moss and suspended substances in nearly five hundred bottles.

The army immediately complained to the Hunan Provincial Water Resources Department.

However, at the consultation meeting, the chairman of the company did not respond satisfactorily to the quality issue. Instead, he was very aggressive. He opened a bottle of Changsha water with suspended solids in public, and claimed that he had drunk a bottle of such Changsha water without any incident at all.

A lot of news media have done this.

Changsha water company is in a desperate situation.

This is the truth.

We should never describe the public as too irrational and never ignore and ignore the true feelings of the public.

Otherwise, they will not only calm them down, but also lose their trust in you.

Usually, several reasons for the failure of crisis communication are: criticizing people's instinctive reaction to crisis; not accepting the emotional foundation of fear; paying attention only to facts and ignoring people's feelings.

This matter has aroused great concern in the media. Many newspapers and TV stations in Hainan have made detailed reports, which became the ten major social news of Hainan in 2002.

However, consumers are being kicked as a rubber ball and can not be satisfactorily resolved.

This cheating and teasing attitude finally aroused the anger of consumers, not only burning the laptop with quality problems, but also vowing that they and their relatives and friends would never buy the brand's computer.

After the media coverage, the incident aroused strong reactions in the public, and the accusation against the brand one after another, causing serious damage to the image of the brand.

After crisis, tell yourself: calm, calm and calm.

Let yourself know the facts and make appropriate responses.

In the process of communicating with the public or the media, it is necessary to determine the degree of response rather than overreact.

Otherwise, people may make things big.

In the afternoon, the sales manager, who was responsible for the promotion of Beijing's marketing, raised a telephone call to ask a director of the China Computer Education newspaper. After that, he impulsively wrote a clarification on the problem of raising 4500T's graphics card and sent it to PCPOP.com.

As a result, "no silver three hundred and twenty here" has become an event everyone knows in circles.

At this point, the "fake" news of the rising graphics card has been thoroughly expanded, resulting in the rise of the video card.

When the product came out, it was immediately highly concerned by the media. It turned out that the data parameters did not correspond to the actual meaning of the product function, so it completely lost the trust of consumers.

A star fell.

But the sales manager was too excited. When he got wind up, he was like a big enemy. He had to fight all the way to fight in the subconscious. Before he could make a correct assessment of the situation, he rushed out.

It can be said that the overreaction of the regional managers in the field of farming has caused damage to farming.

But often, a lot of information is limited and inaccurate, so as a decision maker, you have to face the consequences.

You must tell the public in time and tell the staff that things are not as smooth as expected.

If you do not speak frankly, you will threaten the safety of those who think things are going well.

Be careful what you say.

Otherwise, it will make you less professional and make your promises lose credibility.

This is not only a question of over commitment, but also a respect for the intelligence and judgement of the public.

In order to appease the public, the head of the Hongkong Health Department said, "I ate chicken last night, and I eat chicken every day."

It is absurd of her to say so.

Because no one can eat chicken every day.

In fact, she should say, "even if you can get the disease from a chicken.

But eating boiled chicken is safe. "

And this is clearly an impossible task.

Rational communication should be like this: "we will try our best to kill all Hongkong chickens as quickly as possible."

But we expect this to be a difficult task.

It may be messy and unexpected.

But we will do our best. "