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Mapping Of Crisis Communication

Perencanaan dalam menghadapi sebuah crisis dapat dilihat pada bagan di bawah:

Dos and Don’ts



  • Do have a crisis plan that includes natural disasters, security breaches, safety issues, and strikes.
  • Do update your plan often.
  • Do train employees regularly and document training for legal purpose.
  • Do attend the injured immediately and call 108, 118, 113, 566000, etc — keyperson
  • Do fully cooperative with all government entity.
  • Do have one spokesperson available at all times to discuss the crisis, usually the general manager.
  • Do speak truthfully and authoritatively.
  • Do provide factual information to the media and be sensitive to their deadlines and job functions.
  • Do keep guests informed.
  • Do advise employees of their roles.
  • Do show concern for employees affected by the crisis
  • Do verify the identity of callers asking questions.
  • Do increase security if necessary; make security highly visible to reassure guest.
  • Do keep detailed notes of disclosed information.
  • Do say the when you are unable to answer a question and give a reason, such as, “I don’t have that information yet.”
  • Do initiate information update or hold a press conference.
  • Do advise a reporter if information has been reported inaccurately.
  • Do show concern for guest safety; stress your past safety record.
  • Do make forgiving and forgetting mandatory behavior after a labor strike.
  • Do create a positive follow-up campaign.
  • Do review your insurance policy, including business-interruption insurance.
  • Do accept incoming calls from the desk, switchboard, and reservation center concerning the crisis.
  • Don’t wait for a crisis to design a plan.
  • Don’t wait a crisis to train employees.
  • Don’t admit fault until an investigation occurs.
  • Don’t offer to pay injured parties’ medical bills.
  • Don’t speak off the record to anyone.
  • Don’t speak in institution jargon.
  • Don’t provide lurid description.
  • Don’t answer reporters by saying, “No comment.”
  • Don’t favor some reporters to others.
  • Don’t fail to respond to any questions or negative impressions.
  • Don’t allow switchboard, front desk, or any other employees to answer questions.
  • Don’t freeze up when being recorded for television.
  • Don’t allow anyone to speak to media except the designated spokesperson.
  • Don’t become defensive when asked questions.
  • Don’t release name of victims.

Source: Julie Miller, “Crisis to Calm, It’s the Crisis Communication Dos and Don’ts (1997) in Phillip Kotler et al (1999)

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