Page 53 - Crisis Communication Practical PR Strategies

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3 34 Crisis Communication

More communication notes – call centres

Because we run a number of crisis communication programmes
from an agency point of view, we have made it even easier to
communicate. One 24-hour call centre number will reach each
and every member of our team. A real person answers the
phone (voice mail is not your friend in a crisis) in our call centre
and then patches the call to the team member, who can be at his
desk, in another NettResults office, on his mobile or wherever he
may be. Our call centre is trained to understand how important
reaching the right person is during a crisis. It is our personal
responsibility to make it happen quickly and efficiently whatever
time of day or night. (Nick Leighton)
Also, take a look at 24-hour call centres your client may
already be using for another purpose. One of Shelton &
Caudle’s industrial clients had an existing call centre for pipeline
incidents. We trained its operators in what information to collect
when someone called in about a crisis and whom to call in
company headquarters with that information. Then each
employee was given a wallet card with the instructions and
number on it. (Tony Shelton)

1. Crisis directory
Quite simple; list the contact points:

First Name:
Last Name:
Position in Organization:
Position in Crisis Team:
Spokesperson:
Office/Direct Phone Number (and extension):
Mobile Number:
Home Number:
E-mail Address:
Contact Notes:
Casting Vote:
Does this person need to approve official communications?