Te enfrentas a una crisis con las partes interesadas. ¿Cómo se puede disipar la información errónea de manera efectiva?
Ante una crisis con las partes interesadas, es crucial disipar la información errónea. A continuación, le indicamos cómo abordar el desafío de manera efectiva:
- Interactúe con las partes interesadas a través de múltiples canales para garantizar que se reciba su mensaje.
- Proporcione aclaraciones basadas en evidencia y esté preparado para las preguntas de seguimiento.
¿Cómo se aborda la desinformación durante una crisis? Comparte tus estrategias.
Te enfrentas a una crisis con las partes interesadas. ¿Cómo se puede disipar la información errónea de manera efectiva?
Ante una crisis con las partes interesadas, es crucial disipar la información errónea. A continuación, le indicamos cómo abordar el desafío de manera efectiva:
- Interactúe con las partes interesadas a través de múltiples canales para garantizar que se reciba su mensaje.
- Proporcione aclaraciones basadas en evidencia y esté preparado para las preguntas de seguimiento.
¿Cómo se aborda la desinformación durante una crisis? Comparte tus estrategias.
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Stay calm and collected. When people are panicking, a steady hand can guide them. Be honest and transparent. Tell the truth, even if it's tough. People appreciate honesty. Use simple language. Avoid jargon and technical terms. Keep your message clear and concise. Repeat key messages. Repetition helps. Keep emphasizing the facts. Listen actively. Let your stakeholders express their concerns. Show empathy and understanding. Take action. Show that you're working to address the issue. Use humor (carefully). A little humor can lighten the mood and help people relax. Remember, the goal is to restore trust and confidence.
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As the saying goes, "a lie can get half way around the world before truth has the time to put its pants on." You have to treat misinformation or disinformation very thoughtfully because many in your audience will assume it is the truth unless you can provide a credible reason why it is not. Furthermore, misinformation once planted in the mind tends to linger as a point of reference for some time--no matter how discredited it may be. There are three key steps to follow: First, establish what the truth is and why it is important; second, establish if you can how this misinformation might have happened; and third, outline the corrective steps that are being taken and how the audience can obtain further information if they need to.
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The rule i learned is that if you don't mange the crisis it will manage you, so the trick is to be ahead of it and control the main source of information and never be on reactive mode. establish a direct connection with stakeholder based on an issues communication matrix where the organisation can have the right answer/ your narrative for issues you might face including probability of having this issue.
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To effectively dispel misinformation during a crisis, the first step is to act quickly and establish your organization as the primary source of credible information. And go for the engagement with Key Stakeholders and Partners: Communicate directly with key stakeholders, such as regulatory bodies, media, and influencers, so they have accurate information to share in their networks. This can also include direct emails or briefings for partners, clients, and employees.
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To combat misinformation and ensure your message is accurately received, use clear and concise messaging to prevent misinterpretation among stakeholders. Be proactive by addressing concerns early and responding transparently with facts. It is important to ensure your key message cuts through the noise and resonates effectively.
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Information must be centralized in only one communication channel to be used by all crisis committee representatives. When information on a crisis situation is not centralized, we build small crises inside the major crisis, which steals precious time and energy.
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1. Establish the source of misinformation and why it resonated. 2. Think about who is most affected by the misinformation and how it affects the brand. 3. Use the misinformation as an opportunity to not only dispel the lie but to educate. 4. Be bold, humble and truthful. If there is a need to apologise to affected parties, ensure this forms part of the communication.
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Keeping trust is critical, and for that, stakeholders must be well-informed on time in order to manage the crisis effectively. I recommend having a crisis communication plan with solutions to all possible scenarios, but when lacking this, you may follow this strategy: 1. Stay transparent: keep them updated despite of not having all the answers this reinforces the credibility 2. Tailor the message: you may have generic templates but be sure to make it personable considering your stakeholders interests and priorities 3. Timing and consistency is critical: update and provide status as soon as they arise. 4. Empathy: the what and the how you communicate the message matters. Quick, transparent and caring communication is the key.
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1. State that there is misinformation in circulation 2. Create a clear channel(s) to provide regular updates and direct stakeholder to this channel(s) 3. Provide regular updates with latest credible information 4. Repeat above
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A crisis can be a difficult time for all stakeholders as extreme positions can easily gain credibility and more moderate voices tend to be drowned out. Therefore it is important to establish a channel of information that is authoritative and easily understood and accessible by all parties. Updates should be made regularly even when there are no new developments to reassure stakeholders that the official channel is maintaining regular and real time communications.
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