Developing Organizational Resilience Through Emergency Management – Part 5


What is a Crisis Communication Plan?

During an emergency event clear communication strategies and protocols are essential for an effective response. A Crisis Communication Plan (CCP) is a document that identifies how an organization will communicate to internal occupants and stakeholders during an emergency event. The framework developed within the plan will facilitate the communication strategies to minimize the negative impacts on the organization’s reputation, operations, and relationships.

The Goals of the Crisis Communication Plan

The specific goals of the CCP for an organization will depend on the organization’s operational needs. A CCP improves the following functions of an organization’s operations:

  1. Internal Communications

Formalizing the internal flow of communications and information to ensure that all employees and staff are aware of the event and steps being taken in response. It is important that protocols are determined to provide regular updates to staff to preserve moral and provide clarity.

  1. Efficient Communications

There can be a lot of information being spread during an emergency event. Ensure that your plan identifies how to manage critical information to ensure it is accurately composed and dispersed to all relevant parties. This can include internal staff messaging, customer support, and external parties, early transparent information can help to mitigate speculation on the business and provide reassurance.

  1. Consistent Messaging

The plan should identify when messaging is required and exactly who they are sent to. Regular messaging is essential for an organization to manage the response and control the flow of information during the response.

  1. Engaging with Stakeholders

It is important to clearly identify organization stakeholders and determine the most effective way in notifying them of an emergency. It may be necessary to prioritize stakeholders in the event of a large-scale event to support the continuity of operations.

  1. Spokesperson and Engaging with Media

Engaging with media can be a complicated aspect of the CCP, ensure that a spokesperson with alternatives is determined. This individual should have seniority within the organization, possess great character attributes and have a thorough understanding of the emergency event. When developing strategies in speaking to media outlets consider speaking on only what is known, avoid speculation, and do your best to answer all questions to the best of your ability. Develop a key message the organization needs to inform the public of and speak to it.

  1. Media Monitoring

Crisis events are ever changing, ensure that your CCP identifies exactly how media outlets and social media will be monitored for updates. This information is valuable when communicating to stakeholders, staff, and the media. Any updates to the event should be rapidly responded to and provided throughout the organization.

  1. On-going Improvements

Just as an Emergency Response Plan and a Business Continuity Plan, a CCP needs to be included in emergency exercises to validate it and make any improvements. Regular testing and annual reviews will improve the adoption of the plan in the organization.

What are the benefits of a Crisis Communication Plan?

CCP are an important to an organization as they formalize communication pathways and improve the delivery of key messaging. CCP can be used in all emergency events and assist an organization in the response.


If you have any questions or require assistance in initiating your CCP, contact LRI Technical Consultants for support at  or visit our website at

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