He Who Fails to Plan, Plans to Fail

It’s a well-known proverb for a reason. It’s critical that you have at least a draft plan of what to do in any given situation. And, I mean ANY. As a consultant to many different kinds of companies with many different disciplines and operational plans, obviously each crisis strategy I write is different and is to be deployed on different scales with different intents. Some of my clients are small enough that we don’t have to write out an entire binder-length response plan, but we do go through “the basics” to be sure there is no misunderstanding. I recommend every company with employees go through emergency planning.  

Below I’ve included “the basics”. When expectations are set for each of these discussion points, be sure they are written down — if even in email format — and distributed to every member of the team at least twice a year and updated if contact information changes. The idea is to make it simple for employees to know what they are expected to do in any given situation, especially those that involve an emergency.

1. Who do first responders go to? No matter who they are or what the situation is, do the people in your organization know who to contact in the event of an emergency? Identify this person or department and how to reach them at any time. This is #1 for a reason — it’s where most people get tripped up and lose response time because they aren’t sure who to notify. Even on the smallest of scales having a clearly defined first step will aid in keeping any situation collected. 

2. Who is the company spokesperson? Make sure everyone understands that no one is to speak on behalf of the company except this person/people. If there is a common understanding it will be easier to keep communication streamlined because by default everyone will know not to react until hearing from the spokesperson.

3. Do you have a policy for public and/or media relations? It doesn’t have to complicated or clever, but everyone in your organization should have a clear understanding of what’s expected of them should they be approached by the media or any other organization seeking information about the company. This now includes anyone with a tape recorder or video camera since it has become so easy for the average person to take photos and video on the fly. Even if they are illegally obtained, removing damaging photos or video from the internet is like trying to un-ring a bell. Protect yourself in advance with ground rules. Here’s a good start: no one but the spokesperson talks on-record unless given permission to do so. If someone captures a private conversation or public mental breakdown activate your response plan and then see 3b.

                  3 b. Is everyone aware of the consequences? Ensuring the answer to this question is “yes” is a critical part of developing a response plan as most of it should center around protecting employees from having to participate in inappropriate situations.  You can also rely on your HR staff to be prepared to assist in the event unauthorized company information makes it into the wrong hands. 

4. Are there any special circumstances? Your company undoubtedly has its own product and service information to consider when deciding how employees should react to any situation. Consider these carefully and leave no stone unturned. What is the worst that has ever happened to a company in your industry? Start the discussion with the answer to this question.

Most of the planning focuses on containing the public messages about any given event to a small group of people, usually management. Keeping the group small leaves less room for mixed messages, and letting everyone know in advance who is responsible for what guarantees transparency. Less confusion throughout the process will result in fewer missteps along the way.

If your organization is larger or has special safety, legal or public hazard issues, then a short discussion might not be enough. Here are a few books that can help:

Managing Crises Before They Happen: What Every Executive and Manager Needs to Know about Crisis Management

A Risk Management Approach to Business Continuity: Aligning Business Continuity with Corporate Governance (this also has a work book to assist with internal discussions)

Harvard Business Review On Crisis Management

Last word: Do not put off planning. Do not assume that your office is immune to emergencies. Put your expectations together — a few minutes now will prevent a lot of clean-up time later.

 

Must Have Resources for Communicators

The AP Stylebook  is now available via iPhone app. Making this cornerstone of journalistic writing accessible in this way is outstanding (although the cost might deter some at $28.99). Now, as I’m in a meeting defending a hyphen I can just whip out my trusty iPhone. Incidentally, I also use iPhone apps for dictionary, thesaurus and MLA style guidance on demand. The revelation made me wonder what else is out there for quick reference both online and available via a mobile device. Here’s what I know, feel free to add to this list.

If you don’t have an iPhone, you can use the subscription-based AP Stylebook online which is just as handy for the cost of buying a new manual annually.

Subscription services to media databases can be expensive for a small business or freelancer. In those cases, Cision’s database is available as-needed at MediaListsOnline.

I’ve also used Leadership Directories to find specific targets and current contact information.

As far the iPhone goes, with the exception of the AP Style and dictionary apps, I mostly use it in a ‘communications’ capacity to access news sites. It is far more convient for me when I have my business owner and project manager cap on — I use it to access my 37 Signals solutions and log into my desktop in an emergency.

Punctuation = Personal PR

Slips in correspondence reflect intellegence, says study

Recently, I came across a study done by GMX, a free email service, that states more than half of adults in the U.S. judge other people’s intelligence based on email content and format. Of the 1002 people surveyed, more than 50 percent said they base their opinion of someone’s intelligence on their writing style, tone and the language used in the email. The results of the survey also suggest age and authority were two other characteristics most often judged via a person’s email.

Interesting, no? Think about it for minute – can’t we almost say this about any written communication?

As we engage in online chats, social media ‘status posts’ and blog entries aren’t these same characteristics of intelligence, authority, age, etc. also apparent in what we choose to post for public consumption, how often, and in what format? I believe so.

As a public relations consultant, I dread the occasional spelling or grammar mistake in a blog or status post. It’s not that I have to be perfect all of the time, but how can I expect someone to trust my writing abilities if I can’t express a consistently high level of knowledge and mastery in an online post?

It’s also important to me that this same kind of integrity trickle down into all areas of online activity. Both companies and individuals would both benefit by thinking twice and, at a minimum, using spell check before posting or emailing anything written.

Fortunately, there are some quick ways to police your online posts and emails:

• Two words: spell check. I often cut and paste my blog posts in Word or a blank email just before posting to double-check for errors. Also, Google Chrome has an instant spell check feature for when you’re posting comments online. It’s so, so simple and yet you all know someone who refuses to use it regularly.
• For bigger items, like memos to the boss, important emails, white papers, etc. Check out Gramlee, an online editing service. I like this one because its fees are based on word count and they don’t  charge any long term usage fees.
• Last but not least are two hold-over suggestions from my J-school days: #1 read it out loud. This works, try it. And #2: read it backwards. This is especially helpful if you are without spell check software.