What is a Crisis Communication Plan?
A Crisis Communication Plan is a structured plan describing how an organisation communicates during a crisis, with the aim of:
- Limiting reputational damage
- Informing stakeholders accurately and on time
- Coordinating internal and external communication
- Maintaining trust with citizens, customers and partners
A good crisis communication plan ensures that everyone knows what to say, when and to whom, during unforeseen and critical situations.
🧠 Why is crisis communication important?
| Reason | Explanation |
|---|---|
| Maintaining trust | Transparency prevents rumour and panic |
| Speed of information | Inaccurate or delayed communication can amplify impact |
| Legal obligations | Such as breach notification (AVG), emergencies or public safety |
| Internal coordination | Ensures spokespersons and executives communicate consistently |
📋 Contents of a crisis communication plan
| Element | Description |
|---|---|
| Goals and principles | Why the plan exists and on what principles it is based |
| Roles and responsibilities | Who does what? (spokesperson, communication manager, executive, IT, OT) |
| Escalation and notification procedures | When to start communicating, based on which type of incident |
| Key messages | Pre-prepared messages or templates for various scenarios |
| Audiences | Internal teams, employees, supply-chain partners, press, citizens, regulators |
| Communication channels | Email, intranet, telephone, press releases, social media, website |
| Coordination touchpoints | Decision-making with the crisis team, communication review meetings |
| Evaluation and adjustment | Post-crisis lessons, embedded in continuity management |
🏭 Crisis communication in an OT context
In Operational Technology (OT), crisis situations are often technical but have direct societal impact:
| Scenario | Communication considerations |
|---|---|
| Disruptions in SCADA/process automation | Internal and external explanation of cause and impact |
| Data breach via OT connection | Accountable and legal communication (e.g. to the data protection authority) |
| Cyber attack on infrastructure | Clear, coordinated response to media, citizens and regulators |
| Emergencies (environment, water, traffic) | Crisis communication in coordination with safety regions and supply-chain partners |
OT organisations must align their communication with technical incident processes (Incident Response Plan).
🔁 Relationship to other plans
| Plan | Relationship to crisis communication |
|---|---|
| Incident Response Plan | Technical response; the communication plan dovetails with it |
| Continuity management | What if primary processes fail → communication about alternatives |
| Security policy | Defines guidelines for information disclosure during security incidents |
| Governance | Determines who may communicate and how escalation flows |
✅ Best practices
- Use clear, simple language tailored to the audience
- Train spokespeople and the crisis team in advance (exercise scenarios)
- Prepare templates for internal and external communication
- Monitor responses on social media and in the press
- Coordinate with supply-chain partners, safety regions and government
📌 In summary
A crisis communication plan is indispensable for any organisation that wants to act with speed, consistency and trust. In times of crisis, technology alone is not enough — communication saves reputations.