Tag Archives: Accessibility

Communication Hurdles To Overcome After A Corporate Disaster


Imagine your company has experienced its biggest corporate crisis in years. An immediate blow to reputation, professionalism and financing, the long-term effects of disaster can be devastating, and may even spell the end for business.

In crisis situations, communications that recognise and address problems can minimise damage and resolve corporate nightmares, so should be a recovery priority. But remaining calm and communicative is easier said than done: there are many hurdles and actions which businesses must clear to redress the slip of disaster, rather than falling flat on their faces.

Hurdle 1: Remaining accessible and transparentClear communication should be an immediate damage limitations and recuperations response. So stating precisely what went wrong, accepting blame if relevant, heeding comments, and stating remedial procedures (enquiring, hiring and firing) is necessary for companies to remain accessible and approachable. It’s this honesty that reassures consumers, partners and staff, reaffirming their trust and loyalty, and re-establishing reputations. No matter the cause of the problem, or who/what’s to blame, communications must be transparent and above all clear. You don’t want to make matters worse by being misunderstood and causing further offence.

Hurdle 2: Acknowledging the problem and stating the remedy. Investigating exactly what went wrong/completing enquiries takes time, but communicative accessibility (as above) eases backlash. Clearly acknowledging the problem, admitting mistakes, accepting blame and apologising if necessary, in addition to stating reparations actions, proves professionalism. It is especially crucial in the case of legal or criminal crises. Treat all parties involved with respect and empathy, and when relevant, offer compensation to those eligible.

Hurdle 3: Knowing when to communicate, and what to say. The way a disaster’s handled depends on the nature of the problem. In most cases it’s wise to release a corporate statement/response addressing issues so the company account is on record. But knowing when not to communicate, containing information and judging when to respond to errors is just as important as honesty and accessibility. Before communicating at all, find out how much is known and what information should actually be broadcast. If nothing other than the basics are needed to quash rumour, simply repeat your statement of apology, explanation and resolve across multiple channels – it’s crucial it reaches your various audiences, and reaches them consistently.

Hurdle 4: Keeping PR (the media and the news) on-side. Especially linked to accessibility and transparency, media relations have the power to improve or worsen high profile corporate disasters. If well handled, positive media cooperation can help communicate official statements, circumvent hostility, and depending on the nature of the crisis may reaffirm reputations and professionalism in the public eye. To proactively communicate with the media, respond quickly, always give a  statement to prevent speculation (refusal to speak can be additionally damaging), don’t release more information than you need, and don’t be afraid to give simple ‘yes/no’ answers. If possible, find third party allies to support your statements and your media messages.

Lastly, dealing with the communications breakdown of a corporate crisis – from handling publicity to responding to multi-channel backlash (social media may be your biggest hurdle yet) – will not be an easy task. But through maintaining honest connectivity from start to end (and notifying closure and thanks to all involved after resolution), recovery and prevention of future error can be achieved and communicated with minimal damage.

Alastair is a writer and business blogger. He wrote this article for Communicaid a culture and business communication skills consultancy, which offers business english courses as part of its services.



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A Good Filing System Is Imperative In Every Business

When running your own business, no matter the size or how many clients you have, it is essential to have a good filing system on hand. This makes your entire business life easier, and allows you to be more productive throughout the day.

There are many advantages of using a solid filing system, and you are bound to see the advantage of the equipment as soon as you implement the system. Once you have the new filing system in place and functioning, you are going to wonder why it took you so long in the first place to initiate the filing system, and what you ever did before, without it!

A good filing system is going to allow you to bring up previous customers and orders in the blink of an eye. The faster you are able to bring this information up, the less time you spend digging through a drawer or file on your computer. This is especially important if the individual is on the phone. Neither one of you most likely wants to be on hold for this long, so the faster you are able to bring up this information the better.

Easy Access
If you have a large listing of clients, it is often difficult to locate one individual in particular. Even if you have the names alphabetised, it is going to take you some time to flip through all the files you have, just to find the information you desire. And this only brings out their folder. You still have to look through the folder in order to find the correct order number, or date, or any other bit of information. With a good filing system, such as one that is installed on your computer, you are able to simply type in the individuals name, and all their information appears on the screen. From here, you just need to type in the desired information and this is shown on the clients account. The entire process goes from several minutes (if not longer), to just a few seconds. If you have someone performing this task all day, they are going to significantly improve on the amount of work they can produce,

Having a good filing system is important in every business, as it is going to make every task you perform faster, so you no longer need to thumb through drawer after drawer of folders, just to find one individual. Once you implement the new filing system, you are going to be extremely happy you do, especially when you see the amount of time you are saving.

Find out how basic organisation and admin jobs can benefit your business at Adecco


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