Question

how does crisis management affect the external image of the crisis situation

Answer 1

Adequate crisis management can be critical to managing the image of the crisis as follows:

• The organization can be transparent with the public and share the facts of the event publically.
• They can immediately issue a clarification and start damage control measures.
• The company can show their concern and ensure they sound empathetic to the situation.
• They can ensure the damage to the brand image and brand image is limited by quick resolution.
• The organization can ensure all communication is monitored and managed. The tone and content of communication should be the same.
• It is critical to have a crisis management policy in place to have a clear plan of who to inform as it will limit the impact of the crisis situation.
• The company should be thinking a step ahead of the media to ensure the backlash is limited.

To sum it up the PR team should be adequately prepared with an action plan to limit the impact of a crisis. They must immediately make planned public statement to limit the adverse impact. They should get into the depth of the matter later. The second or third statements should be issued after the matter has been investigated properly.