Why you need to think about crisis communications now (and how to start)

With everything 2020 has thrown at businesses, it’s probably not too hard to imagine why your business might need a crisis communications plan.

There have been countless lessons over the past few months of businesses tackling crisis head on, and many cautionary tales of businesses falling on their faces.

Even so, it’s easy to see why it doesn’t get checked off your to-do list. In the day-to-day hubbub, while you’re just trying to stay afloat, devoting the time to developing a crisis plan might not seem like a priority. Maybe you think you can’t fully craft a plan until you know what you’re facing. Or maybe you don’t even know where to start at all.

But whatever the reason, there are so many more that you should take the time to walk through your crisis communications plan…NOW.

If you don’t have a plan, you’re just reacting. Imagine driving down a dark, curvy road at night. With your headlights on, you can only see a few feet in front of you. You don’t know what’s lurking up ahead. Now turn on the brights. Suddenly, you can see a lot more.

Crisis happens fast. Having a plan means you can see further up the road. Without one, you’re just reacting to whatever pops up.

Social media means crisis is even faster. With so many different platforms, social media can mean you feel a crisis even more. You have a more direct platform to communicate with your guests or customers, and they have a more direct platform to communicate with you. If you don’t have a plan, the chatter on social media can be deafening…and devastating.

Having a plan forces you to define your brand. As you craft a crisis communications plan, you’re going to have to further evaluate who you are as a company. What do you value? What is your brand voice, and what do you say with it? Any time you look internally—to determine your best-selling products, to identify sales opportunities, to find new verticals, to form new positions—you strengthen your company because you can more clearly articulate these things.

You show employees you care. Just like when you put new HR policies in place, having a crisis communications plan helps your employees. It shows that you take your company seriously and value what you’re building together. It shows that you care about concerns and are the kind of company that works proactively to protect staff.

You show your customers you care. No one likes to deal with a crisis, but when you do—and when you’re prepared—you show your customers how seriously you take your brand. You show you are taking action, and you show you value their trust in you.

Have we convinced you?

Getting started doesn’t have to be intimidating. First, take some time to brainstorm a variety of situations your company might face. Think about how you might handle those situations. What might you say (or not say) and what platforms might you use to spread (or monitor) that message?

Next, designate a crisis team with a point person or spokesperson. This might also be a great time to engage an agency (hi!). Together, come up with an action plan. You might even start to draft some communications that can be quickly and easily customized and deployed.

Still need a little help? Wellons Communications has helped clients weather all kinds of storms. We’ve been helping clients prepare for more than a decade, and we’d be happy to lend a third-party perspective to your business.

Give us a call at (407) 462-2718 or email will@wellonscommunications.com for a free consultation.

Top social media post ideas for businesses

If you have a business, chances are you realize the value of social media. (If not, there are so many reasons you should consider it!)

Creating content for a business page, however, is vastly different from updating and maintaining a personal page. You want to have consistent, professional content that helps to support your business’s social media strategy.

When you’re staring at a box on a screen with the words “Write a post…” however, that can feel easier said than done. What photos or art do you use? What should your posts look like? What do you even say?

Like all things in business, you need a plan. You want to craft a mix of posts that help you accomplish your goals. At a higher level, you want to craft a personality and aesthetic on your platforms that align with your brand. A lot of that comes from what you decide to post.

If you’re just getting started with your business’s social media, or if you’re just stuck for ideas, consider going back to these five basics.

  1. Your own news. When it comes to social media, authentic content is key. Your followers want to get a sense of who you are, and giving them a peak behind the curtain is a great way to do that. Have you recently had a win you can share? Posting articles, press releases or news coverage on social gives you another outlet for the good things you’re making happen. Can you share a sense of your office culture, or give a glimpse at daily life? Snap a quick photo. You might even consider a regular feature of a staff member through a spotlight. All of these types of posts give outsiders a sense of who you are beyond your homepage. They can be great tools when potential job candidates or potential new business leads check out your digital footprint.
  2. Industry news. If you don’t have any internal news to share at the moment, it doesn’t mean you have to be silent. Turn to the industry publications you read, or your local news outlets. Are there articles that catch your attention? Sharing these can show your company is on the pulse of what’s happening, and they can start a conversation. You can also use these posts aspirationally, targeting business areas you’d like to work in and showing some thought leadership.
  3. Customer reviews. They’re saying great things about you—so tell everyone else! Whether you’re a B2B or B2C business, this type of post can work for you. If you have great testimonials from customers or great reviews on sites like Facebook, Google, Yelp or TripAdvisor, reuse that content. Create a graphic with a quote from the review and share to show off your great work—in their words, not yours.
  4. Your products or services. This is probably one of the most basic subjects for a social media post, but don’t forget to tell people what you do. Spotlight both your best sellers, as well as products or services even your best customers might not know about. This is a great way to keep you top of mind and another outlet for your messaging.
  5. User generated content. If you’re in the B2C space, your customers are likely connecting with you in some way on social media. If they’re tagging you in photos, consider asking for their permission to reshare. This is a great way to add to your creative lineup, show authentic content and engage with your fans. B2B businesses don’t have to be left out, either. Retweet, repost or reshare posts your industry partners tag you in or posts they share to build those connections and show your involvement.

When it comes to social media for your business, there are endless possibilities for what you can post. Once you incorporate these basics, you can try new and creative ideas, from running contests to creating your own videos.

The key is to know what you want from your platforms and craft a plan to support that. Still need some help? Give us a call. We are pros at messaging and have plenty of creative ideas to help you meet your goals.

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