With the rapid development of the Internet, companies will inevitably encounter some obvious or hidden public opinion information that is not conducive to the company. Enterprises should always be prepared to face the risk of crisis public relations and have a strong sense of crisis, so as to achieve public opinion crisis public relations everywhere.
Xuntuike Media summarized ten strategies to deal with crisis public relations:
1. Internal communication and direct supervision
Enterprise management should communicate with grass-roots personnel in time, get the first information, judge whether there are problems in some directions and whether they will have an impact according to management experience, find out the root causes of differences before the crisis, and deal with them in time.
2. Early warning and full preparation for potential crisis.
No matter what enterprise, it may encounter crisis public relations. Before encountering difficulties, make early warning and relevant preparations, and formulate the basic framework for coping. When they really encounter a crisis, they have a plan to follow so that they won't be at a loss.
Verify the situation
When you are in trouble, you should know all the questions at the first time and answer them in time. Once the answer is "unclear" and "unclear", it will leave the company with negative impressions such as irresponsibility in the public mind.
4. Get suggestions and opinions from the public relations team
When the brand and image of an enterprise are threatened by negative news, the company is often passive. If the enterprise has an excellent public relations team, they can discuss what to do next or adopt their solutions.
5. appease the public and don't add fuel to the fire
Negative news can easily cause public dissatisfaction, doubt and condemnation. After the difficulties occur, enterprises can put themselves in the position of the public and consumers, and find the most appropriate way to comfort the public to calm down and avoid more serious difficulties.
6. Actively take responsibility and actively respond.
Problems have emerged and the adverse effects cannot be completely eliminated. The public relations team had better apologize at the first time, reflect on their mistakes from their own perspective, and establish a good and responsible corporate image.
7. You can't ignore the company's social media.
Many companies may not use social media mainly for public relations, but at least keep active social platforms and appropriate fans. Once a crisis occurs, social media can be used to solve the problem in time to prevent the problem from becoming extremely rigid. Companies must make full use of their social platforms.
8. Pay attention to the tone and content of the apology
The attitude of the public relations draft must be sincere and serious. The specific content is shown in three aspects: ① I am very sorry about what happened, ② I am trying to make things better, and ③ What can I do to prevent the same problem from happening again. Only in this way can the public feel the sincerity of the company.
9. Take timely action
Only the public relations apology draft is issued, and there is no actual action, and the effect may be more extreme. After solving the targeted problems, the company can follow up and publish relevant information on social platforms, so that the public can see that the company is trying to take action and take responsibility for its mistakes.
10. Let others speak for themselves.
If you are not wrong in the crisis, don't jump into the public eye to refute yourself. Too hasty treatment will aggravate the loss of public goodwill. You can pretend to be deaf and dumb, and ask a third-party authority to speak for yourself. After there is evidence to prove the facts and events, find the relevant media to expose the real situation and clear your name.
No matter which brand or type of enterprise, we must attach importance to the public relations handling of crisis events, which is the key to the long-term development of enterprises and the basis for enterprises to establish a good image and reputation.
In the case of crisis public relations, if we can't take effective and reasonable solutions, it is likely to turn crisis public relations into a public relations crisis, causing greater adverse effects. If the crisis is inevitable, how to solve it skillfully is particularly important.