Yap Boh Tiong (Managing Director of Mileage Communications Pte.Ltd.) shares the standard guidelines to observe in the first 48 hours of a disaster.
- Assess the situation - quickly gather the facts about the incident.
- Activate the crisis management team (the key personnel required to be a crisis response room).
- Mobilise your communication team to handle the deluge of media to handle the deluge of media enquiries and stakeholders responses, including online and traditional media platforms.
- Take charge of the incident. Draft a media response statement and after the necessary verification and confirmation of fact, issue it.
- Inform employees and stakeholders. Identify spokesperson for engagement with media. Put a statement on the corporate website and activate helplines.
- Monitor media coverage, the public response and the evolving crisis. Crisis response team holds regular updates to decide on appropriate responses to all stakeholders, especially the media.
- Demonstrate sympathy, care and concern for all involved, especially the affected parties.
- Do not speculate on the cause of the incident or attribute blame . Rely only on facts.
- Keep monitoring outcome and responses from stakeholders. Give regular updates and respond appropriately by taking responsible measures and actions.