Crisis Planning Success Story

Crisis Planning Success Story

Here’s an example of how we responded to a request to produce a Crisis Communications Plan for a global aviation client. They have 1,200 employees and work with over 2,500 airports in more than 175 countries, from the busiest and largest including Atlanta, Beijing, Dubai, Heathrow, Charles De Gaulle, Frankfurt, Istanbul, New Delhi and Changi to the fast-growing airports across Asia and Africa.

The Client Aim

  • Their aim was to develop a robust Crisis Plan for their business, which would provide them with a global strategy and approach, which would still be relevant to the local or regional situation.
  • This Plan also needed to reassure their own clients that this business could professionally deal with a crisis or potential crisis situation, and thereby protect the reputation of not only their own business, but their clients as well.

Our Response

  • Our response came in two parts. The first element was to produce a comprehensive Handbook, explaining exactly how the business will respond to a crisis.
    • Through our existing relationship and understanding of this client’s business, we surveyed and spoke directly with all the key people in the business, as well as hosting a facilitated workshop bringing together representatives from all elements of the business to make sure every angle was covered.  This process allowed us to fully recognise the current situation at the time, the potential for a crisis to occur both internally and externally, and what a future Crisis Plan needed to do.
    • Putting together newly developed bespoke scenarios, we created practical real-life approaches and procedures to manage the flow of information across the business, to the media, and to stakeholders.
  • The second element was the design and coaching of a Crisis Media Skills programme.
    • Incorporating the scenarios from the Handbook, we trained up several of the senior leadership team, to deal with the media demand and interviews across platforms, whilst following the procedures laid down in the Crisis Plan Handbook.

The Outcome

  • The outcome is a Crisis Planning Handbook, produced by us and now managed by the Marketing Team within the business.
  • A valuable and unforeseen benefit to undertaking the development and creation of a handbook, has been the realisation of other potential risks in their business processes and procedures which they might have otherwise not considered.
  • The crisis plan is regularly updated as personnel and circumstances change. The business, with our guidance, has recently sourced new spokespeople, to boost the established team. They are all confident and skilled to represent their business in a crisis…but the overall outcome has been peace of mind.