08/19/2026
A Crisis Is the Wrong Time to Create Your Crisis Communications Plan
A crisis can happen quickly. A customer complaint goes viral, an employee issue becomes public, an accident occurs, or a reporter calls unexpectedly. What happens next can have a lasting impact on your reputation.
A few rules matter:
Respond quickly but don't speculate. Get the facts before filling an information vacuum with something you'll have to correct later. Choose one spokesperson. Conflicting messages create confusion and undermine credibility. Lead with empathy. Before explaining what happened, acknowledge the people affected.
Communicate internally, too. Employees shouldn't learn what's happening from social media or the evening news.
Keep communicating. If you don't have all the answers, say what you know, what you're doing, and when people can expect an update. Most importantly, prepare before you have a problem.
The best crisis communications plan isn't the one written during a crisis. It's the one that's ready when the phone rings.
At Zeek Media, we believe reputations are built over years but how an organization communicates during its most difficult moments can define how people remember it.