Post Crisis Evaluation
EBS Consultancy Group conducts comprehensive post-crisis evaluations to assess the effectiveness of a business’s crisis communication efforts. This process involves a thorough analysis of the events, how communication was managed, and actionable insights for enhancing future responses.
Step-by-Step Approach
Assemble the Evaluation Team
Bring together key personnel who were involved in the crisis response. This typically includes representatives from communications, management, legal, and other relevant departments.
Define the Scope and Objectives
Clearly establish what aspects of the crisis communication will be evaluated. Define the primary goals of the communication efforts—whether to inform stakeholders, preserve trust, or minimize reputational damage.
Gather Data
Collect comprehensive data from multiple sources to build a clear picture of the communication response.
- Review Communication Materials: Assess press releases, internal memos, website updates, and social media posts shared during the crisis.
- Media Coverage Analysis: Evaluate media reports for tone, accuracy, and reach.
- Stakeholder Feedback: Gather insights from customers, employees, investors, and community members through surveys, interviews, or social media analysis.
- Internal Debriefs: Hold discussions with the crisis communication team and other involved staff to capture firsthand perspectives.
- Timeline Documentation: Map out the sequence of events and corresponding communication actions.
- Website & Social Media Metrics: Analyze web traffic, engagement rates, and sentiment across digital channels.
Analyze the Data
Evaluate the collected information to identify strengths, weaknesses, and opportunities for improvement.
- What worked effectively?
- What areas underperformed?
- Were messages consistent across channels?
- Was information timely and accurate?
- Was the tone empathetic and appropriate?
- Did communications reach and resonate with the intended audience?
Identify Key Learnings and Recommendations
Summarize the major takeaways from the evaluation. Develop clear, actionable recommendations for refining communication strategies and processes.
Update the Crisis Communication Plan
Integrate the lessons learned into the existing crisis communication plan. This may include:
- Revising protocols and workflows
- Updating key contacts and stakeholder lists
- Enhancing message templates
- Identifying training needs
Share Findings and Provide Training
Disseminate the evaluation results and updated plan to relevant staff. Offer training on new procedures, tools, or guidelines to ensure readiness for future crises.
