What belongs in a crisis communication plan?

During a disruption, teams need verified information while uncertainty is still high. A communication plan should make the first steps clear without forcing people to wait for a complete picture. Agree who coordinates communication, who verifies operational facts and who may approve or issue a message. Name alternates so absence does not stop the process.

Keep the plan easy to find and use under pressure. Each element should connect to a named responsibility and a workable fallback.

• Activation: specify the triggers, escalation route and person who starts the communication process.
• Audiences: map employees, customers, suppliers and other relevant parties. Their information needs and timing may differ.
• Roles: define the coordinator, spokesperson, approver and deputies. Connect them to the crisis team.
• Channels: identify primary and backup ways to reach each audience when normal systems are unavailable.
• Messages: distinguish confirmed facts, unknowns and the actions people should take. Set a time for the next update.
• Records: log what was communicated, when, to whom and by whom. Keep contact lists current and accessible to authorised people.

Test a scenario in which a key person or normal communication channel is unavailable. Can the team establish facts, agree a message and reach the right people? Record delays and unclear decisions, then update the plan. An approved document becomes useful through maintenance and practice.

Web adaptation based on Mastering Business Continuity in an Uncertain World, Rudy Clonen, 2025, pages 90–97. The original book is in English. This article offers a starting point for discussion; the approach should be adapted to the organisation and the assignment.