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In a crisis, it’s always wise to help your people on the front lines…
If your company is facing a crisis you’re probably attending lots of high-level strategy meetings. Perhaps your job is to produce the key messages. Or maybe you have to handle the employee communications side of the equation. Or, possibly you have to help train the CEO to deliver a public statement.
This is all interesting, high-level stuff — provided, of course, the crisis isn’t an unmitigated disaster like an airplane crash or a train derailment. But while you’re dealing with the sophisticated planning required, I have one piece of advice for you: don’t forget about the receptionist.
When a crisis arises public attention will be turned on your company. How will people reach you? Likely, by the phone. And if your receptionist hasn’t been briefed, your company is going to look inept.
Here is what the receptionist needs to know:
- A broad outline of the crisis — nothing confidential, but enough to understand the situation.
- Exactly what he or she should say to callers, whether they are media outlets, employees, shareholders or others.
- To whom the calls should be directed and roughly how long it’s likely going to take them to be returned.
I’m not suggesting that your receptionist needs to become part of the senior planning team. I’m simply pointing out that this person will be on the front lines. They deserve to be adequately briefed. Also, it will make you look better.