Crisis & Issues Management

It is impossible to see into the future or predict all up-coming or unforeseen events. The best practice is to plan ahead and be proactive with a focus on prevention. If unforeseen circumstances do arise, effective professional issues management is required.

Managing events and situations involves planning ahead and being proactive by having a detailed up-to-date plan of action in place at all times. A plan that’s current, researched, clear, concise and that addresses the worst case scenario in advance of any event.

With a concrete plan in place to address unforeseen events, manage bad news and/or address unexpected situations or circumstances, a business or organization can be ready for, and better equip to, manage and properly address an issue or crisis that may occur. Planning ahead avoids panic and minimizes the impact of unforeseen circumstance or bad news.

An effective crisis and issues management plan should consists of, but is not limited to:

• a document that outlines the key people to contact and get involved should an unforeseen circumstance arise
• a document that outlines and identifies a designated media spokesperson who is credible, helpful, well versed in the company, available and up to speed on all issues at all times
• a media directory and contact log that is easily accessible and up-to-date
• a prepared crisis communications action plan ready to go that outlines key people, roles, action sequences and all possible scenarios

The most important factor in the development of crisis and issues management plan is to ensure the plan has professional developed messages and communications materials that clearly explain the situation, minimize the impact on the business or organization and its customers or the general public-at-large, and then positions the business or organization in a favourable way during the time of crisis and for the future with a focus on maintaining and improving their image, reputation and/or the quality of their product.

Having a clear step by step Issues Management Plan to deal with “bad news” is paramount. If an organization finds themselves in a situation that couldn’t be anticipated or prepared for in advance, it is crucial to remember that it is not the event that occurred that is necessarily that major factor but rather, how and in what manner, the organization addresses or handles the problem or issue from start to finish.

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