Crisis communication refers to all communication actions implemented by an organization to manage a situation that threatens its reputation, its business, or the trust of its stakeholders. It encompasses defining a response strategy, producing appropriate content, and deploying it across relevant channels, both online and offline.
Take a breath, relax, let’s take action.
ALL IT TAKES IS A TWEET, A LINE IN A DECREE. AN ACCUSATION, AN UNEXPECTED STRIKE, AN INCIDENT ON AN ASSEMBLY LINE. AN OFTEN TRIVIAL ACTION THAT TRIGGERS A BRUTAL CASCADE OF CONSEQUENCES, AMPLIFIED AT THE SPEED OF LIGHT BY SOCIAL MEDIA AND THE WEB.
Unless you’re in a sensitive sector, a crisis can’t be predicted.
But it can be anticipated, and, above all, managed.
Our approach remains consistent: transparency, humility, and action.
Firstcom has supported executives through the crises their companies have faced.
A proactive strategy, with online and offline implementation, to provide clear solutions and restore the company’s image.
A proactive strategy, with online and offline implementation, to provide clear solutions and restore the company’s image.
Two types of engagements
Defining the crisis strategy
In an emergency, the key is to take your time. And a broad perspective.
Once your crisis team is in place, including at least all your C-level executives, Firstcom takes an independent, objective look at your situation.
We sift through the available options, weigh the pros and cons, and build a plan.
No magic formula. Common sense, rigor, expertise, and deep business knowledge to help us all stay afloat.
Once your crisis team is in place, including at least all your C-level executives, Firstcom takes an independent, objective look at your situation.
We sift through the available options, weigh the pros and cons, and build a plan.
What we do at this stage:
- Situation analysis and risk mapping
- Identification of stakeholders and affected audiences
- Defining the stance and core message
- Developing the response strategy: content, tone, timing, and potential countermeasures
- Facilitating workshops with your leadership team
No magic formula. Common sense, rigor, expertise, and deep business knowledge to help us all stay afloat.
Formulation and operational deployment
Once the strategy is approved, it’s time to execute it. Quickly, cleanly, on all fronts.
What we implement:
- Audit and update of all your digital tools: website, social media, Google listings
- Drafting of communications: press releases, executive messages, public FAQs
- Production of tailored formats: video, motion graphics, visuals tailored to the context
- Activation of online and offline channels to maximize the visibility of the response
- Management of comments,updates, and real-time monitoring of the impact
Our approach: transparency, humility, action
A poorly managed crisis can last for years. A well-managed crisis can (sometimes) strengthen trust.
The difference rarely lies in the severity of the initial situation.
It lies in the quality of the response: its speed, sincerity, and consistency.
It is on these three fronts that Firstcom supports you, without ever promising what we cannot guarantee.
The difference rarely lies in the severity of the initial situation.
It lies in the quality of the response: its speed, sincerity, and consistency.
It is on these three fronts that Firstcom supports you, without ever promising what we cannot guarantee.
We wouldn’t dare wish a crisis upon you. But just in case, let’s talk about it?
FAQ
When should you call on a crisis communications agency?
As soon as possible. Ideally, at the first signs, before the situation spirals out of control. In practice, we are often called upon when the crisis is already visible. In both cases, our intervention begins with a rapid assessment phase to evaluate the situation and define priorities for action.
Can Firstcom also help anticipate a crisis?
Yes. For companies operating in sensitive sectors or those with high reputational risk, Firstcom offers preventive support: mapping risk, developing a crisis management plan, preparing public statements, and training executive teams.
How does Firstcom manage crisis communication on social media?
Social media is often the first front line of a crisis, and the hardest to control. Firstcom handles moderation, drafts responses, monitors mentions, and activates visibility strategies to ensure the company’s response is heard just as loudly as the criticism.