BC Chapter Update:

The BC Chapter was thrilled to host a crisis preparation and response workshop led by issues management expert Anna Lilly, Senior Vice President and Partner with FleishmanHillard. Guiding participants through a real life crisis, Lilly used interactive exercises and open discussions to demonstrate where companies misstep and how executive teams can better prepare for and manage these incidents.

The first 48 hours of an incident are critical as the market makes its decision about whether a company is a ‘winner’ or ‘loser’ during the 7-10 days after an event occurs. A company’s reputation can be protected by acting quickly and demonstrating sincerity, responsibility and transparency. Stakeholders and media should be provided with the information they need as soon as it is available; however, never speculate on what you don’t know. 

In scenarios where multiple entities are involved, create a communication strategy and ensure all parties speak with a unified voice. Public, worker and community safety is always the top priority. It is also important to be upfront with unpleasant news; cover-ups will only worsen the problem. Lilly recommended engaging with third-party experts to reinforce trust, reduce fear and mitigate losses.

The stronger a company’s reputation is today, the higher the public’s expectations for visible corporate leadership in responding to crises. Only a well-detailed and rapid response will ultimately leave stakeholders with a favourable impression and renewed confidence.