How to Reinvent Your Crisis Management Plan in 3 Easy Steps

If crisis management were a meme it would look a lot like this:

How to Reinvent Your Crisis Management Plan in 3 Easy Steps

Before 2020, it would appear that crisis management planning was a lot simpler – plan ahead, say “I’m sorry”, maybe give customers a discount or two, and move on. Today, crisis management planning is a lot more complicated. When executed well, your company will survive, but when done poorly it can be disastrous to the public perception and negatively impact the bottom line.

Knowing what to do, what to say, and how is only half the battle. Taking lessons from this year, here is how your brand can reinvent its crisis management plan.

Set the right tone with employees

Employees are just as critical to shaping external perceptions as much as customers, vendors, and partners are. Before communicating outside the company, set the right tone internally and arm employees with the facts. Better yet, give them clear direction on what to do, say, or not do during a crisis. You want your employees aligned with your crisis management plan and equipped to handle tricky situations such as press inquiries, social media, or questions from customers.

Make sure that every employee from the C-Suite to the janitorial staff, has a clear understanding of what to do and how to communicate internally and externally before addressing the public.

Source Social Media

Social media is one of the most powerful tools you can use to spread information and gather others around your cause. Your organization’s social media strategy should therefore be a part of a crisis management plan – one that takes into account who will take over the social channels to disseminate information to the public, provide up-to-date information, and respond to the community in a thoughtful, professional way.

Social media is a tricky channel to navigate in a crisis because of its real-time, 24/7 communication cycle. Yet, it’s one of the most important communication tools in your brand’s arsenal during a crisis.

Target’s 2013 security breach is a perfect example of what can happen when social media channels are ignored during a crisis. When its IT systems were hacked, Target issued a statement the next day before informing officials of the size and scope of the breach. The company also posted a message to its website from the CEO, which did not attract much attention because angry consumers had taken to social media instead. The retail giant missed the mark by neglecting to communicate directly with consumers on the platform(s) they engage with most. Target’s mishandling of the crisis created a lot more confusion, criticism, and distrust outside the organization.

Do not make the mistake of passing off social media posting to an inexperienced employee with no crisis management experience. Social media channels are scrutinized during a scandal and it behooves your company to appoint strategic leaders that will guide the conversations on social, post accordingly, and effectively engage with reporters, customers, and even the trolls.

Empower the right spokespeople and lead the way – quickly!

Every crisis management plan should include a small handful of seasoned spokespeople available to speak to press and the public during a crisis quickly and effectively. That list can include the CEO, an experienced media relations professional, and sometimes a subject matter expert.

As we saw with Facebook during the 2018 data scandal story, empowering leaders with accurate information is just as critical as the timing of the response. Facebook failed at both. The company responded to the allegations five days after the news broke. Meanwhile, the leadership team went radio silent while stocks nosedived and the hashtag #DeleteFacebook started trending.

One can speculate that Facebook was simply trying to do its own internal investigation before responding, but this provided more damaging to Mark Zuckerberg and the company’s reputation.

Your spokespeople are powerful leaders and people are looking to them for truth, accuracy, and leadership in a crisis. Avoid the power plays and internal politics as that can create more confusion and hurt public perception of your brand.

Your company’s ‘Survival Guide’ is everything

It’s no secret that planning ahead is the most important aspect of crisis management. This is your company’s “Survival Guide” and should be updated each year.

In today’s environment, your crisis response plan should include scenarios for every possible scenario from security breaches, to scandals, to a pandemic, even an active shooter situation. (Yes, really). Navigating a crisis is not for the faint of heart, but once you’re out of survival mode, your company and people will be that much stronger.

PR Assistant

San Diego, CA
Close

Our ideal candidate is a news and digital marketing junkie, who loves the thrill of pitching top-tier business media, writing a timely blog post and managing client PR & marketing campaigns. Pitching the Wall Street Journal or TechCrunch? No problem. Searching and networking for the next great speaking opportunity for a client? Of course! You live to see your clients featured in the spotlight. KCD PR is hiring a full-time Senior Associate based in San Diego or virtual (with some travel to San Diego!) to join our growing agency specializing in the financial, fintech and emerging technology industries. This position works directly on a small, collaborative team on public relations, digital marketing and social media campaigns for our diverse roster of clients across the nation in emerging categories like fintech, AI, SaaS, cybersecurity and blockchain. This position promises to offer an exciting, fast-paced work environment, access to clients and the opportunity to grow within the firm. If you enjoy rubbing elbows and supporting some of the brightest names in financial and technology with brand-building public relations and marketing campaigns, we want to hear from you. We have a caring and rewarding culture and a fun work environment – we work as hard as we play!  Expect a fast paced day and plenty of opportunity to shine and be rewarded for your hard work.

What You Will Be Doing at KCD PR:
•  Key contact for clients, supporting daily communications for 5-7 key client accounts
•  Partnering with other KCD PR team members on content creation and support of collateral materials and client events
•  Key role on agency marketing initiatives – creating company newsletter, blog content and digital PR and marketing campaigns
•  Participates in day-to-day media monitoring of client and industry news
•  Creating press releases, fact sheets and various other press materials
•  Strategizing on public relations and marketing goals and objectives
•  Pitching/conversing with national business and technology media on behalf of KCD PR clients
•  Managing social media marketing content for new clients and knowledge to use Facebook, LinkedIn, Google+, Twitter and YouTube
•  E-Marketing management, blog posts and landing page content creation
•  Utilizing social media to promote client news/events updating/creating pages for clients, web content revisions for client web sites
•  Editing web site content, uploading videos, often first draft of client work

Does This Sound Like You?
(*Must meet all criteria*) Candidates with previous experience working in related roles in the financial services and technology industry will be given priority. No recent graduates will be considered.

At least 3+ Years previous PR or marketing agency experience (with technology and/or financial services clients)
Bachelor’s Degree in related field (Communications, Marketing, Finance, Business or related field)
You have proven skills of integrating and leveraging social media programs, print and broadcast media to heighten client exposure and visibility
You have a strong knowledge of the financial and technology markets and know the trends, opportunities and challenges that face many of the agency’s clients
You’re a communication guru and have a strong portfolio of writing (creative and strategic) and possess a healthy network of media contacts that have helped garner impressive results
Experience managing multiple client accounts and collaborating with a team of internal resources
Superior, proven written and oral communication skills and an obsession with detail-oriented results
Ability to speak with clients, participate on conference calls and maintain high level of professionalism and maintain confidentiality of client information
Knowledge of WordPress, basic website editing and Hubspot marketing software systems a plus (as is Hubspot certification)

Compensation:
Competitive salary based on commensurate experience, bonus program for smart goal performance, 401 (k) retirement plan with full company match and annual company profit sharing contributions, generous group health care plan options, PTO plus paid company holiday from Christmas Day through New Year’s Day, free beer, breakfast and all sorts of goodies at our awesome co-working space in Little Italy, direct deposit, mass-transit/biking incentives.

PR Assistant 2

San Diego, CA
Close

Our ideal candidate is a news and digital marketing junkie, who loves the thrill of pitching top-tier business media, writing a timely blog post and managing client PR & marketing campaigns. Pitching the Wall Street Journal or TechCrunch? No problem. Searching and networking for the next great speaking opportunity for a client? Of course! You live to see your clients featured in the spotlight. KCD PR is hiring a full-time Senior Associate based in San Diego or virtual (with some travel to San Diego!) to join our growing agency specializing in the financial, fintech and emerging technology industries. This position works directly on a small, collaborative team on public relations, digital marketing and social media campaigns for our diverse roster of clients across the nation in emerging categories like fintech, AI, SaaS, cybersecurity and blockchain. This position promises to offer an exciting, fast-paced work environment, access to clients and the opportunity to grow within the firm. If you enjoy rubbing elbows and supporting some of the brightest names in financial and technology with brand-building public relations and marketing campaigns, we want to hear from you. We have a caring and rewarding culture and a fun work environment – we work as hard as we play!  Expect a fast paced day and plenty of opportunity to shine and be rewarded for your hard work.

What You Will Be Doing at KCD PR:
•  Key contact for clients, supporting daily communications for 5-7 key client accounts
•  Partnering with other KCD PR team members on content creation and support of collateral materials and client events
•  Key role on agency marketing initiatives – creating company newsletter, blog content and digital PR and marketing campaigns
•  Participates in day-to-day media monitoring of client and industry news
•  Creating press releases, fact sheets and various other press materials
•  Strategizing on public relations and marketing goals and objectives
•  Pitching/conversing with national business and technology media on behalf of KCD PR clients
•  Managing social media marketing content for new clients and knowledge to use Facebook, LinkedIn, Google+, Twitter and YouTube
•  E-Marketing management, blog posts and landing page content creation
•  Utilizing social media to promote client news/events updating/creating pages for clients, web content revisions for client web sites
•  Editing web site content, uploading videos, often first draft of client work

Does This Sound Like You?
(*Must meet all criteria*) Candidates with previous experience working in related roles in the financial services and technology industry will be given priority. No recent graduates will be considered.

At least 3+ Years previous PR or marketing agency experience (with technology and/or financial services clients)
Bachelor’s Degree in related field (Communications, Marketing, Finance, Business or related field)
You have proven skills of integrating and leveraging social media programs, print and broadcast media to heighten client exposure and visibility
You have a strong knowledge of the financial and technology markets and know the trends, opportunities and challenges that face many of the agency’s clients
You’re a communication guru and have a strong portfolio of writing (creative and strategic) and possess a healthy network of media contacts that have helped garner impressive results
Experience managing multiple client accounts and collaborating with a team of internal resources
Superior, proven written and oral communication skills and an obsession with detail-oriented results
Ability to speak with clients, participate on conference calls and maintain high level of professionalism and maintain confidentiality of client information
Knowledge of WordPress, basic website editing and Hubspot marketing software systems a plus (as is Hubspot certification)

Compensation:
Competitive salary based on commensurate experience, bonus program for smart goal performance, 401 (k) retirement plan with full company match and annual company profit sharing contributions, generous group health care plan options, PTO plus paid company holiday from Christmas Day through New Year’s Day, free beer, breakfast and all sorts of goodies at our awesome co-working space in Little Italy, direct deposit, mass-transit/biking incentives.

PR Assistant 3

San Diego, CA
Close

Our ideal candidate is a news and digital marketing junkie, who loves the thrill of pitching top-tier business media, writing a timely blog post and managing client PR & marketing campaigns. Pitching the Wall Street Journal or TechCrunch? No problem. Searching and networking for the next great speaking opportunity for a client? Of course! You live to see your clients featured in the spotlight. KCD PR is hiring a full-time Senior Associate based in San Diego or virtual (with some travel to San Diego!) to join our growing agency specializing in the financial, fintech and emerging technology industries. This position works directly on a small, collaborative team on public relations, digital marketing and social media campaigns for our diverse roster of clients across the nation in emerging categories like fintech, AI, SaaS, cybersecurity and blockchain. This position promises to offer an exciting, fast-paced work environment, access to clients and the opportunity to grow within the firm. If you enjoy rubbing elbows and supporting some of the brightest names in financial and technology with brand-building public relations and marketing campaigns, we want to hear from you. We have a caring and rewarding culture and a fun work environment – we work as hard as we play!  Expect a fast paced day and plenty of opportunity to shine and be rewarded for your hard work.

What You Will Be Doing at KCD PR:
•  Key contact for clients, supporting daily communications for 5-7 key client accounts
•  Partnering with other KCD PR team members on content creation and support of collateral materials and client events
•  Key role on agency marketing initiatives – creating company newsletter, blog content and digital PR and marketing campaigns
•  Participates in day-to-day media monitoring of client and industry news
•  Creating press releases, fact sheets and various other press materials
•  Strategizing on public relations and marketing goals and objectives
•  Pitching/conversing with national business and technology media on behalf of KCD PR clients
•  Managing social media marketing content for new clients and knowledge to use Facebook, LinkedIn, Google+, Twitter and YouTube
•  E-Marketing management, blog posts and landing page content creation
•  Utilizing social media to promote client news/events updating/creating pages for clients, web content revisions for client web sites
•  Editing web site content, uploading videos, often first draft of client work

Does This Sound Like You?
(*Must meet all criteria*) Candidates with previous experience working in related roles in the financial services and technology industry will be given priority. No recent graduates will be considered.

At least 3+ Years previous PR or marketing agency experience (with technology and/or financial services clients)
Bachelor’s Degree in related field (Communications, Marketing, Finance, Business or related field)
You have proven skills of integrating and leveraging social media programs, print and broadcast media to heighten client exposure and visibility
You have a strong knowledge of the financial and technology markets and know the trends, opportunities and challenges that face many of the agency’s clients
You’re a communication guru and have a strong portfolio of writing (creative and strategic) and possess a healthy network of media contacts that have helped garner impressive results
Experience managing multiple client accounts and collaborating with a team of internal resources
Superior, proven written and oral communication skills and an obsession with detail-oriented results
Ability to speak with clients, participate on conference calls and maintain high level of professionalism and maintain confidentiality of client information
Knowledge of WordPress, basic website editing and Hubspot marketing software systems a plus (as is Hubspot certification)

Compensation:
Competitive salary based on commensurate experience, bonus program for smart goal performance, 401 (k) retirement plan with full company match and annual company profit sharing contributions, generous group health care plan options, PTO plus paid company holiday from Christmas Day through New Year’s Day, free beer, breakfast and all sorts of goodies at our awesome co-working space in Little Italy, direct deposit, mass-transit/biking incentives.