Crisis Communications Strategy to Safeguard Brand Sentiment
Snapshot
Developed Crisis Communications Strategy to Safeguard Brand Sentiment: Crafting Playbooks, Aligning Cross-Functional Teams, and Implementing Transparent Messaging Across Media, Social, and Internal Channels to Preserve Trust and Minimize Negative Impact.
My Role & Leadership
I led crisis communication efforts at 1871, ensuring rapid response, alignment across teams, and transparent messaging to maintain trust and minimize brand impact.
Developed Crisis Communication Framework – Created a structured playbook for managing crises, including press releases, social media responses, and internal messaging.
Cross-Functional Alignment – Led daily check-ins with leadership, PR, customer service, and marketing to ensure a unified response.
Media & Customer Communication – Crafted clear, transparent, and empathetic messaging across all channels, preventing misinformation and negative press.
Internal Engagement & Morale – Ensured employees were informed and supported, fostering a strong internal culture during crises.
Key Results & Impact
📈 30% reduction in crisis response time, enabling faster issue resolution.
📈 90% positive media sentiment, ensuring supportive and consistent coverage.
📈 12% increase in brand sentiment, proving the success of proactive communication.
📈 85% employee engagement, maintaining team morale during crises.
Challenge
❌ No formal crisis response system – Communications were reactive, leading to inconsistencies and delays.
❌ Misinformation risks – Without structured messaging, crises could escalate or be misinterpreted.
❌ Maintaining employee trust – Internal teams needed clear, reassuring communication to stay engaged.
❌ Protecting customer relationships – Crisis situations risked damaging brand reputation and customer loyalty.
Approach & Execution
✅ Built a Crisis Communications Playbook – Standardized press, social media, and internal response protocols for swift execution.
✅ Implemented Cross-Functional Collaboration – Established daily check-ins with leadership and key teams for alignment.
✅ Refined Media Relations Strategy – Ensured consistent messaging and direct engagement with press to control the narrative.
✅ Strengthened Internal Communications – Kept employees informed through transparent updates and engagement initiatives.
✅ Optimized Social Media Crisis Response – Reduced response times and mitigated risks with proactive monitoring and rapid engagement.
Growth & Iteration
Phase 1: Developed an initial crisis response framework, defining key workflows and communication templates.
Phase 2: Strengthened cross-functional coordination, ensuring all teams were prepared for crisis scenarios.
Phase 3: Optimized media and customer engagement strategies, refining messaging and response tactics.
Phase 4: Evolved crisis management playbooks based on real-time learnings, improving agility and effectiveness.
