TOP TIPS: 10 tips for communicating during the Swine Flu crisis
Over the last few days Manchester Airport Group, along with other airports in the UK and worldwide, has been at the center of heightened media attention as a result of the swine flu outbreak. The role of internal and external communicators has been to ensure that all stakeholders are kept informed without causing widespread panic. This has been achieved, to date, by following some simple but effective steps.
- Remain calm. Put the well-being of your colleagues and your customers first in all communications and plans.
- Stay focused. Be aware of the big picture and all the information that's coming out of official agencies such as the Health Protection Agency, NHS, World Health Organisation (WHO), airlines etc.
- Honesty is the best policy. Be open and honest with all stakeholders (internal colleagues, customers, business partners and the media) on the current position and actions being taken – ensuring messages are succinct and aligned.
- Use your existing resources. Use the channels you already have in place and that are trusted by your differing audiences.
- Put yourself at the heart of the matter. Ensure you're engaged with and part of the decision-making process. For example, have in place risk assessment and emergency planning teams. This is critical so that consideration is given to the impact that any action may have on your stakeholders and how you're going to manage this.
- Always update. Provide regular updates when the situation changes or develops but don't say something for the sake of it as this can cause more concern than there needs to be.
- Create resilience. Respond to the current situation but keep a focus on the potential long-term impacts to create resilience for your business.
- Be aware of social media. Be aware of comments being made on social media sites such as Twitter through feeds from them and respond, if necessary, with accurate and timely information.
- Provide a spokesperson. Protect your colleagues and customers from media intrusion by providing a media spokesperson and support.
- Be alert. Follow your crisis communication plan that is in place for your organization and up date with lessons learnt, as appropriate.
Have your say
What crisis communication strategies are you using? Are you increasingly using social media to get your message across to key stakeholders? Is this crisis tougher than others, and if so how?
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