COMMUNICATING THROUGH 5 PHASES OF A CRISIS
YOUR GUIDE TO WHERE WE STAND AND WHAT COMES NEXT
What’s more difficult than communicating a crisis? Communicating a crisis that evolves every day. After making it through our initial response, I (it’s Kim, by the way) have taken a moment to reflect on our response and prepare for future steps to come. Communication is not a perfect science, but if you’re like me and you want to be proactive, not reactive, here’s my take on what’s around the bend and how electeds and City staff can respond effectively.
INTRODUCING FIVE PHASES OF A CRISIS
If we ‘plot’ how any crisis will unfold, here’s how we would identify five phases that will determine our communication response:
INITIAL CRISIS
SUSTAINED NERVOUSNESS
PEAK
SLOW ROLL OF RECOVERY
NEW NORMAL
If we’ve learned anything about crisis communication over the past years, it’s that context matters. What makes sense in the initial crisis will not translate into our new normal. Below, you’ll find our priority messages outlined for both electeds and City staff. Use this outline as a quality assurance and planning guide to use for day-to-day messaging, as well as prepare necessary materials for when conditions change.
