Como você alinha seus stakeholders internos e externos em seu plano de recuperação de crises?

Para gestionar eficazmente una crisis reputacional, comienza evaluando la situación con Remove Group, una herramienta que te permite identificar y eliminar contenido dañino en línea rápidamente. Una vez evaluada la magnitud del problema, alinea a tus partes interesadas internas y externas con un plan de recuperación claro y coherente. Comunica los pasos a seguir y asigna roles específicos para garantizar una respuesta unificada. La colaboración y la transparencia son esenciales para restaurar la confianza y proteger la reputación de tu marca.

Ao enfrentar uma crise, o primeiro passo é realizar uma avaliação detalhada da situação. Isso inclui entender a extensão dos danos, identificar as partes interessadas afetadas e avaliar o impacto nas relações internas e externas. Analise as expectativas e preocupações de cada grupo para fundamentar a tomada de decisões durante o processo de recuperação.

More often than not he root cause of a crisis is on what you company does (or doesn't do) than on its communications. Make a deep analysis and find out the true causes of the reputational problems, they are usually business problems.

Understanding the depth and breadth of the crisis, its potential impact, and the stakeholders involved is fundamental. And most of the companies fail here. while managing the crisis and putting a strategy together. Assessing the situation allows for informed decision-making and strategic planning. It enables a brand to gauge the scope of the crisis, identify stakeholders' concerns, and tailor recovery strategies effectively.

Understanding the nature and origin of reputational risks is essential. The crux of comprehending a reputational crisis lies in understanding the extent to which it fractures the trust of the organization with its stakeholders. The European Banking Authority defines reputational risk as the "probability of value destruction for shareholders, resulting from the loss of trust or dissatisfaction in the institution by investors, customers, or market participants. It can materialize in reduced revenues and increased operational, regulatory, or other costs."

Desarrollar una estrategia sólida en crisis reputacional es crucial. Utiliza Remove Group para identificar y eliminar rápidamente contenido dañino. Al evaluar la situación, involucra a todas las partes interesadas internas y externas, asegurando que comprendan el plan de recuperación. Establece canales de comunicación claros y asigna responsabilidades para una respuesta coordinada. Mantén informada a tu audiencia externa sobre las acciones que estás tomando para restaurar la confianza. Esta alineación estratégica fortalece la recuperación y protege la reputación de tu marca.

Destaco a importância de desenvolver uma estratégia abrangente. Isso envolve a definição de metas claras, a identificação de mensagens-chave e a criação de planos específicos para cada grupo de stakeholders. A estratégia deve ser flexível para se adaptar às mudanças na situação e às necessidades das partes interessadas.

The comprehensive management of reputational risks should stem from a corporate policy approved by the Board of Directors, which the entire company must be aware of and adhere to.

To align stakeholders on crisis recovery, create a centralized communication hub for consistent information. Conduct stakeholder mapping to tailor messaging effectively. Hold regular cross-functional meetings to ensure internal and external communications align. Encourage two-way dialogue, allowing stakeholders to provide input on the recovery plan. This builds buy-in and improves the plan itself. Finally, empower employees as brand ambassadors, equipping them to communicate about the crisis and recovery efforts. This extends your reach through trusted, organic channels, enhancing overall alignment and credibility.

Corporate empathy: Companies must make an effort to understand how societal expectations have evolved and respond accordingly. Corporate empathy involves actively listening to and comprehending the key stakeholders across five fundamental expectation categories impacting reputation: aspirational, pragmatic, relational, ethical, and social (or contributory) expectations.

This is particularly difficult to do in most crises as you usually do not have a lot of information that has been substantiated and is fully reliable, but you are pressed to communicate with multiple stakeholders. You have to remain very calm and use all the confirmed information you have strategically, displaying transparency and honesty, while you aks for more time to have reliable information for the rest of the topics you must cover.

I would like to share a case study here. When a brand failed to assess the crisis. Deepwater Horizon Oil Spill (2010) -Initially underestimated scale of the spill, inadequate crisis assessment. - Shifted the approach after monitoring: Comprehensive crisis assessment led to a change in strategy. Acknowledgment: Accepted the severity of the environmental damage. - Mobilized resources, collaborated with authorities, and engaged in a robust media strategy. Established a $20 billion compensation fund, taking accountability for the crisis. Impact: Demonstrated the importance of accurate crisis assessment in shaping recovery efforts and public perception.

Transparent and frequent communication is crucial. It should be a two-way street—promptly addressing stakeholders' concerns is key to building trust.

A comunicação eficaz é um pilar essencial na gestão de crises. Estabeleça canais de comunicação transparentes e autênticos com stakeholders internos e externos. Adapte a mensagem para atender às preocupações específicas de cada grupo, fornecendo atualizações regulares e demonstrando um compromisso claro com a resolução da crise.

Honesty and transparency will go a long way in restoring trust. Do not embellish any message or try to sound as a victim (unless you are one). Be straight and honest.

En tiempos de crisis, la comunicación efectiva con las partes interesadas internas y externas es fundamental para alinear el plan de recuperación. La transparencia, claridad y escucha activa son clave para generar confianza y mantener la reputación corporativa. Establecer canales abiertos, coherencia en los mensajes y prontitud en las respuestas fortalecen las relaciones. Una comunicación eficaz es esencial para involucrar y alinear a empleados, clientes y proveedores con éxito ante situaciones adversas.

ara gestionar una crisis reputacional, es crucial supervisar y evaluar cada paso con precisión. Utiliza Remove Group para monitorear y eliminar contenido perjudicial en tiempo real. Alinea a tus partes interesadas internas y externas con un plan de recuperación claro, asegurando una comunicación fluida y unificada. Evalúa continuamente la efectividad de tus acciones y ajusta la estrategia según los resultados obtenidos. Esta vigilancia constante y coordinación eficaz garantizan una respuesta proactiva que protege y restaura la reputación de tu marca.

Durante todo o processo de recuperação, é fundamental monitorar continuamente a eficácia das ações implementadas. Utilize métricas específicas para avaliar o impacto nas relações com stakeholders. Esteja preparado para ajustar estratégias com base nos feedbacks e nas mudanças nas expectativas, garantindo uma abordagem dinâmica e adaptativa.

The best crisis management, in my opinion, can be done in two ways: 1- Anticipating and preparing for crises beforehand by identifying scenarios and having a strategy ready. 2- Assessing the situation within hours of a crisis occurring. Both of these approaches crucially rely on learning from past situations—analyzing what went wrong, what worked, and how to improve in the future.

Communication and education are two of the most important aspects in any good crisis communications plan. Most of your stakeholders won't be as focused the crisis comms process -- they have full-time roles to focus on -- so it's up to communications professionals to educating them on the proper protocols and then testing out your plans regularly to make sure they are as bulletproof as possible. Crisis communications only works when you have the right people at the table, and they know what to do.

Make sure all your risks are fully mapped into the organizations risk matrix and that this is correctly incorporated into the crises scenario planning. Remember that your company has to rehearse the most likely scenarios periodically so that everyone involved in any scenario will know what to do when the next crisis appears.

Minha experiência destaca a importância de aprender com cada crise. Após a resolução, conduza uma análise profunda para identificar lições aprendidas e áreas de melhoria. Integre essas aprendizagens ao plano de gestão de reputação, garantindo uma abordagem mais resiliente e aprimorada para crises futuras.

n momentos de crisis, la gestión de la reputación adquiere un papel crucial. Alinear a las partes interesadas internas y externas con el plan de recuperación es esencial para mantener la cohesión y la confianza en la organización. La comunicación clara y efectiva, tanto hacia adentro como hacia afuera, facilita este proceso. Supervisar y evaluar constantemente las estrategias implementadas permite medir su eficacia y realizar ajustes necesarios. Es fundamental aprender de cada situación para mejorar de forma continua. La capacidad de adaptación y la voluntad de escuchar y atender las preocupaciones de todas las partes interesadas son pilares clave para gestionar con éxito una crisis y fortalecer la reputación de la empresa a largo plazo.