#announcements
Important info for Customer Marketers & Community members
Thread
<@U04D94D5WHJ> asked this in CMAlliance but hasnt gotten a great answer, can anyone share? “Hiya! Does anyone have a sample crisis communications plan they would be willing to share?”
@Irwin Hipsman might have one
I was thinking that, @Kevin Lau, @Katlin Hess @Alexie Glover or @Ciana Abdollahian
Probably depends on the crisis but without content my opinion this shouldn't be handled by customer advocacy (maybe customer marketing in sending the comms).
In the past, I've been asked to review or help identify what may have been missed but needs to come top down and involve multiple functions (depending on the type of crisis)
- Identifying who needs to notified & who will be most negatively affected by the impact (e.g. is this crisis putting a huge renewal/expansion at risk)
- What do the affected parties need to know?
- Does the comm require legal review?
- FAQ to internal team on how to handle inquiries about the crisis?
Imo it should be led by your corp comms/PR team and work hand in hand to develop the plan together
One of the most embarrassing experiences at at a past company that became a crisis - someone forgot to renew the domain name. We had to set up a war room to tackle the conversations on community and social as our customers ripped us a new one -that was fun 🫠
Thanks for the tag! I'd 100% advise the same as above. Crisis communications should be spearheaded by PR/Corporate Communications with input from Customer Advocacy. If it is 1:1 (Customer Advocacy to Customer), I'd recommend ensuring that all of your communications are vetted by PR/Corporate Communications to avoid any misinformation coming from/tied to the Customer Advocacy team.