Back to All Services
Crisis Communication
Brands are regularly presented with crisis situations that come in many forms and degrees of severity. At Escalate, our crisis and issues management approach is grounded in giving our clients a formal approach and protocols for identifying, categorizing and addressing situations as they arise.
Our principles have been formulated over years counseling clients of varying sizes and industries in real-world crisis scenarios. These include data breaches, workplace accidents, boycotts, natural disasters, and management upheaval, informing our plan development and preparation approach.
Whether it be crisis plan development, crisis response, or monitoring, our methodology includes:
- Defining Crisis: Every crisis involves an issue, but every issue isn’t a crisis. We’ll walk through a process of “sensing and auditing” that proactively breaks a client down into the sum of its challenges and properly assigns categories and levels to issues as they arise
- Response Protocols & Tools: We’ll work to establish protocols for roles and responsibilities, rapid response chains, holding and official statements, approval processes, tracking/reporting and the idea of “One Voice”
- Scenario Planning: Tangible “practice” for everything from a simple product glitch to the 3 a.m. all hands wakeup call
- Extended Communications & Planning: For the more complex scenarios and those with longer tails, we’ll explore the tactics for “war rooms,” proactive community responses and long-term media and post-crisis communications
