Grammar Guardians
Crisis Communication Plan for Jonesboro Weddings and Events
Jul 29, 2024
7 min read
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Introduction
This Crisis Communication Plan (CCP) is a roadmap to navigate potential crises such as power outages, unexpected guest behavior, or any other situation that may disrupt the events that have acquired services from Jonesboro Weddings and Events. The CCP guides those who own and are employed by Jonesboro Weddings and Events through difficult situations, ensuring that there is proper management and maintenance of crises in a professional manner so as not to hurt the reputation or operations of the brand. It is dire that employees follow the CCP accordingly or face consequences up to termination. The closure of a previous business that did not have a proper CCP after the media went public with only the word of disgruntled clients that provided false information caused a relocation of the company and the realization of the need for a good CCP. Local media is considered a trustworthy source of information to its audiences, so any news reports of local small businesses are held in the highest regard; it can destroy a local small business if not appropriately reported. It happens all too often with bad reviews, disgruntled employees, and clients who believe they deserve more than what they pay for. A CCP’s proven effectiveness guarantees a secure and successful event, instilling confidence and security in the team. With this plan in place, Jonesboro Weddings and Events will be well-equipped to handle any crisis that may come their way. Adhering to this plan is crucial, and the commitment to it is highly valued. There is complete confidence in the effectiveness of this plan and the trust that it will guide your brand through any crisis you may face.
Affidavit
I, ______________________________, hereby certify that I have read and understood the Crisis Communication Plan being implemented by Jonesboro Weddings and Events. I know I 4 must adhere to the new guidelines to stay in control during a crisis while maintaining a sense of professionalism. The consequences of not complying professionally with the Crisis Communication Plan can include verbal or written warnings, suspension, and potential termination. We all must understand the importance of this plan and our role in maintaining the business’s professionalism. I am aware that I am not allowed to make a statement to the media on behalf of the company. In such cases, I will redirect the press to speak with the company owner, Ron Ball, who is the designated spokesperson for the company. He will either make a statement to the media or contact his public relations specialist to comment to the press and maintain the business’s professionalism. I understand that I am responsible for reporting crises to Ron Ball immediately, following the designated reporting process, to ensure that the Crisis Communication Plan stays updated with all potential crises and their probable solutions.
Date: ________________________
Signature:________________________
Rehearsal Dates
The owner will require that employees selected at random be able to recite or role-play a crisis scenario and solution at random three or four times a year, approximately every three to four months. These rehearsals are a formality and a crucial part of the preparedness strategy. They are designed to test the team’s knowledge of the CCP, abilities to apply it in different crises, and readiness to handle crises. This regular practice will ensure that employees are always prepared and able to follow the new guidelines, contributing to the events’ overall safety and success.
Owner’s Statement to Employees
As crucial members of our wedding and event DJ team, your role in managing a variety of crises, from power outages to unexpected guest behavior, is not just important; it’s invaluable. Equipped with our comprehensive Crisis Communication Plan, you are the frontline in handling these situations in real-time. Your preparedness and control inspire confidence within the team and significantly contribute to our events’ overall success.
Understanding the potential consequences of not adhering to the CCP is paramount. Failure to follow the CCP threatens the safety of our employees and clients, disrupts smooth operations, and tarnishes the reputation of our business. It’s crucial to remember that failure to follow the CCP accordingly can lead to serious disciplinary actions, including verbal and written warnings, suspension, or even termination of an employee. This underscores the gravity of the situation and the absolute necessity for strict adherence to the plan. Your adherence to the plan is not just a requirement; it’s a responsibility that we trust you to uphold.
There have been warning signs of these potential crises within the business. For instance, some events have experienced a lack of a proper plan, leading to last-minute changes or cancellations. However, with the implementation of our Crisis Communication Plan, we can successfully manage crises. Brands have failed due to not having a proper plan. We are hopeful that with a proper CCP, our current brand will succeed. If the media tries to contact you, as an employee, about a situation, it’s important to remember that you are not authorized to speak on behalf of the company. You must state that you cannot comment and redirect the media to the owner, who will either make a statement to the press or reach out to the public relations specialist for a comment.
Key Publics
Owner
Public Relations Specialist
Employees
Stakeholders
Competitors
Legal Representative
Local and State Media
Vendors and Suppliers
Emergency Personnel
Venue Owners and Staff
Media Interview Tips
Ron Ball will be the spokesperson for the brand he created through all media channels. Ron will remain empathetic and apologetic during crises while conferring with Shawnda Peterson in the most dire situations that can negatively impact the brand’s reputation or as needed throughout lower-level crises for proper guidance and assistance.
Remain apologetic and empathetic.
Provide factual evidence.
Be honest and calm.
Avoid jargon.
Show respect.
Be prepared for questions about who, what, when, where, why, and how.
Ask for clarification.
Rehearse ahead of time.
Create key messages and repeat them throughout the interview.
Crisis Control Supplies
Considering that there is no office space because, as DJs, we work on the road going to events, employees can contact Ron Ball for crisis supplies, which will be provided upon request. Supplies provided will consist of:
First-aid kits Canopies
Tarps
Fans
Cooling systems
Flash drives
Earplugs
Extra equipment
Back up playlists
Tools
Pre-gathered Information
URLs for State Laws
https://law.justia.com/codes/arkansas/2020/title-3/chapter-3/subchapter-2/section-3-3- 203/#:~:text=Purchase%20or%20possession%20by%20minor,- Universal%20Citation%3A%20AR&text=(1)%20It%20is%20unlawful%20for,liquor%2 C%20wine%2C%20or%20beer.
https://law.justia.com/codes/arkansas/2020/title-5/subtitle-2/chapter-12/section-5-12-102/
https://law.justia.com/codes/arkansas/2020/title-4/subtitle-7/chapter-110/section-4-110- 105/
URLs for Local Laws
https://craigheadcountyar.gov/files/documents/2023- 27%20Emergency%20Ordinance%20adopting%20rules%20- %20regulations%20on%20external%20noise%20of%20data%20centers%20- %20to%20prevent%20noise%20disturbance%20in%20CC.pdf
Key Messages
Before Jonesboro Weddings and Events came to fruition, the business operated under a different name in Houston, Texas. Following a wedding event, a couple expressed dissatisfaction with the services despite receiving what they had paid for. The couple took their complaints to a local news channel, which aired and reported as significant news. The news outlets, without seeking comments from the business owners, reported biased information. This lack of a 19 strategic response significantly damaged the company's reputation, leading to immediate event cancellations and declining bookings.
There have been experiences where services were booked for underage drinking parties or parties with illicit substances. In these cases, the police departments have gotten involved. Employees should speak openly and honestly with officers about what they know and see at the event. If employees are uncomfortable before police involvement, the owner should be contacted about the illegal activities to decide the appropriate response to get the employee out of the situation. If there is police attention on the event, that could mean that the media will be close behind to report on the event. Employees should stay vigilant and aware of their surroundings so that the media cannot report that the brand was at an event busted for illegal activities.
In the event of a bad online review, the owner will craft an empathetic response to the bad review. The best way to get the review changed or removed is to be responsive, compassionate, and apologetic so that the poster can edit their response. Reporting reviews through the website it was posted on can take much longer to remove the review due to the high volume of reported reviews. The responses to bad reviews should be like, “Hello, (name of the reviewer). We are so sorry to hear of your bad experience with our company. We have been trying to reach out to you to make this right. Please reach out to us so that we can discuss this further. (Company’s contact information).” This will show the public that even if there are bad experiences, the company is willing to try to resolve the situation, which helps the company’s reputation.
Plans for Dissemination
As the company's spokesperson, the owner, Ron Ball, should contact the local media with a well-versed, empathetic comment. This will make the media aware of their bias so that the company can provide factual evidence of the services paid for and the products they received to redact the story or edit the reports. This can compel the media to accurately report the company's side of the story. Suppose this did not compel the press to get the company’s side of the story. The company’s spokesperson could have posted the proof on all social media platforms and made it public to attract the needed attention from the media and stakeholders and salvage the company's reputation.
In instances where media reports of illegal circumstances surrounding an event while making it known that Jonesboro Weddings and Events was present at the event, the owner will release a statement stating that the company's employees do not participate in and have no affiliation with the illegal activities that go on at the time of service. If employees notice such illegal activities, they are to report to the owner for further instruction. The company's employees cooperated with the police department with the utmost respect and admiration.
Responses to bad online reviews should be posted promptly after the review was made to show that the company is quick to make things right. If there is any proof that the review is false, for instance, in the case of disgruntled employees, the proof should also be posted to discredit the former employee so others can see that it is false while the company waits on the website to remove the review completely.
