Our toolkit included the following elements:
- Crisis communications strategy
We developed a tailored crisis communications strategy that outlined key principles, roles and responsibilities, escalation procedures, and messaging guidelines. This strategy served as the foundation for crisis response efforts. - Crisis response plan
In addition to the strategy, we created a detailed crisis response plan that offered step-by-step guidance on how to manage various crisis scenarios. This plan included communication protocols, contact lists, and predefined response actions. - Media relations handbook
Recognising the critical role of media in crisis situations, we prepared a media relations handbook. It provided instructions on engaging with the media, key talking points, and tips for maintaining a positive public image. - Stakeholder communications template
We designed a set of templates for communicating with ACSO’s various stakeholders, including government, clients, employees, partners, and the media. These templates ensured consistent and empathetic messaging during crises.
Greater value was achieved by:
- Rapid response
With the toolkit in place, ACSO could respond swiftly and efficiently to crises, minimising potential damage to their reputation and operations. - Consistency
The predefined messaging and communication templates ensured that ACSO conveyed a consistent message across all channels and to all stakeholders, enhancing credibility. - Stakeholder trust
By proactively addressing crises with empathy and transparency, ACSO maintained the trust and confidence of their clients, employees, and stakeholders. - Media management
The media relations handbook enabled ACSO to effectively manage media interactions, ensuring that their narrative remained aligned with their values and mission.
