Crisis communications & reputation management

Clear words.
Steady decisions.

When the questions get difficult, your response needs to be thoughtful, accurate and human.

Communications planning, message development and spokesperson preparation for moments when your organization’s reputation is at stake.

Discuss your situation

The working brief

Get clear
before you
go public.

Start with a shared understanding of the facts, the people affected and the next responsible step.

Before the statement

01 What is known?: Facts your team can confirm and the context people need.
02 What is still being checked?: Questions that need answers, with clear owners for verifying them.
03 What is being done?: The actions you can explain and the people responsible.
04 What happens next?: The next update, who will share it and where people can find it.

Support around the situation

Before. During.
And after.

A sensitive announcement and an unfolding issue need different plans. We start with where you are, what is confirmed and who needs to hear from you.

Prepare

Think through the questions.

Identify audiences, clarify key messages and prepare your spokesperson for a sensitive announcement or an issue you can see coming.

Focus
Messages & preparation

Respond

Give your team a clear way forward.

Develop language around confirmed information, anticipate follow-up questions and coordinate the message across your planned communications.

Focus
Clarity & consistency

Follow through

Keep the conversation connected to action.

Plan subsequent updates as facts develop. Revisit what people need to know and prepare your team to explain the next steps.

Focus
Updates & continuity

One set of facts. Different needs.

Who needs
to hear from you?

Consistency matters. So does recognizing that your employees, customers and a reporter may be asking very different questions.

Your people: What does this mean for us, and what can we share?
Customers & community: How are we affected, and what do we need to do?
The media: What can you confirm, and who can speak about it?

The first conversation

Start with
the situation.

What happened? Who is affected? What is the deadline?

We’ll discuss what is public, what your team has confirmed and who needs to review a response. Scope, availability, review responsibilities and timing are agreed around your situation.

Your designated decision-makers approve communications before release. We work from confirmed information and the guidance of your team.

Explore spokesperson preparation

Start a conversation

A difficult moment.
A considered response.

Tell Jamie what your organization is facing and when you need to communicate.

Talk with Jamie

jamie@topstorystudios.com 407-792-9298

Clear words. Steady decisions.

Get clear before you go public.

Before. During. And after.