How to deal with public relations crises

How to deal with crisis PR?

1. Standardized operation, customer first: In the current market environment, if enterprises want to avoid public relations crises as much as possible and achieve better survival and development, they must strictly regulate their operations in accordance with market rules and market economic systems, and do not make illegal and undisciplined behaviors due to excessive greed. At the same time, it is necessary to respect the legitimate rights and interests of customers, strengthen the service concept and awareness of "volt or scatter customer first", and highlight the main position of customers in the market environment.

Only in this situation can we effectively prevent public relations crises from the source of the crisis.

2. Establish an early warning system for crisis prevention: In the process of responding to public relations crises, crisis prevention requires maintaining a high degree of sensitivity to online public opinion. For the collection of online public opinion information, it is necessary to focus on four points:

First, it is necessary to keep abreast of the development of the industry, adjust and study the business policy and development strategy of the enterprise. The second is to collect customer feedback on product information. The third is to understand the current situation of competitors and compare their strengths.

The fourth is to analyze and identify the information that has been obtained, and make timely progress, and issue a crisis warning when necessary.

3. It is suggested that some professional public opinion monitoring systems can be used to improve the efficiency of crisis early warning.

4. Correctly handle the relationship with the company: Maintain a good relationship with the company, first of all, you can ensure that the enterprise and the company can play a role in mutual supervision, and at the same time, the enterprise can better carry out crisis prevention work. Secondly, once the enterprise crisis breaks out, then there is a good relationship with the enterprise as a guarantee, which can ensure that the enterprise crisis information can be correctly released and disseminated, and reduce the negative information that is harmful to the corporate image, so as to strive for the right to speak for the public relations crisis response.

Public relations crisis refers to the events and factors that cause the reputation of the organization and its related products and services to be adversely affected, or even bring disasters due to the sudden occurrence of certain things in the external social environment of the organization itself or the organization's cavity core. Public relations crisis management refers to the management of public crisis events by government and enterprises, and solves the problems in dangerous and difficult situations in foreign affairs and internal management. The general processes and steps of public relations crisis management include:

Prevention period - emergency period - recovery period. Prevention period: Establish a crisis early warning system, analyze potential risks, formulate response strategies, and train crisis management teams.

Summarize lessons and lessons, improve institutional norms, repair damaged relationships, and rebuild trust.

The public relations crisis is the public relations crisis, and the public brings the relationship of the banquet to the academic term. It refers to certain emergencies that affect the normal operation of the organization's production and business activities, pose a threat to the survival and development of the organization, and thus cause the organization's image to suffer losses.

From the perspective of the state of existence, public relations crises can be divided into general crises and major crises.

1. General crisis. General crises mainly refer to common public relations disputes. In a sense, a public relations dispute is not a real crisis, it is just a signal, hint and symptom of a public relations crisis.

As long as it is dealt with in a timely manner and done a good job, public relations disputes will not turn into a public relations crisis to the point of creating a crisis situation.

2. Major crises are over. The so-called major crisis mainly refers to major industrial accidents, major production errors, serious losses caused by fires, sudden business crises, and major labor disputes. It is a real crisis facing public relations practitioners that must be dealt with in a timely manner.

For example, the credibility crisis of a product or enterprise, a sudden large-scale acquisition in a transaction, etc., the public relations personnel must deal with it immediately, and it is best to be prepared in normal times.

The information should be timely

It is easy for people to have fear in a corporate crisis, so it is necessary to ensure that the information is timely so that the masses can understand the specific situation of the crisis in a timely manner, so as to alleviate the fear of the masses, which is very important for the public relations of the enterprise crisis.

Valuing the public's ideas

When a crisis occurs, the masses are not only concerned about how much compensation they can get, but also about whether the enterprise cares about their ideas and whether they attach importance to their ideas.

The first spike is always honest

When encountering a corporate crisis, it is easier to gain forgiveness and understanding from the public by having the courage to admit one's mistakes, taking corresponding responsibilities, responding to the corporate crisis with a positive image, and maintaining an honest attitude. Therefore, always being honest is the principle of getting through a crisis.

Actively communicate with the best in the world

** Plays an important role in crisis public relations, he is not only the person who publishes the information, but also the person who supervises the crisis public, and plays a very important role in the crisis public relations. Whether it can communicate effectively with the best directly determines the effect of crisis public relations and plays a pivotal role in the handling of crisis public relations.

Enterprises should make overall planning

Crisis public relations is usually caused by one thing and has uncertainty, but enterprises should make overall planning in advance, and when formulating plans, they should stand in the perspective of the whole group and comprehensively and systematically formulate a plan to solve the crisis, so as to ensure the effectiveness of crisis public relations, and actively adopt coping strategies in the event of a crisis, so as to effectively minimize the negative impact of the crisis. This is the principle of dealing with public relations crises, and understanding these people will have a positive effect on dealing with crises.