Created on September 27, 2012
Communications before, during and following an emergency is bi-directional. Stakeholders or audiences will ask questions and request information. The business will answer questions and provide information. This flow of information should be managed through a communications hub.
Contact and Information Centers form the “hub” of the crisis communications plan. The centers receive requests for information from each audience and disseminate information to each audience. Employees from multiple departments may be assigned to communicate with a specific audience.
The “contact center” fields inquiries from customers, suppliers, the news media and others. The contact center should be properly equipped and staffed by personnel to answer requests for information. The staff working within the contact center should be provided with scripts and a “frequently asked questions” (FAQ) document to answer questions consistently and accurately.
The “information center” consists of existing staff and technologies (e.g., website, call center, bulletin boards, etc.) that field requests for information from customers, employees and others during normal business hours. The information center and its technologies can be used to push information out to audiences and post information for online reading.