View source for Blog:Docmoates/crisis-communication-for-nonprofits-protecting-mission-in-difficult-moments

Crises are not if but when for organizations of any size or type. A data breach, a leadership scandal, a program failure, an accusation of misconduct, a disruptive funder decision, or a national event that suddenly makes an organization's work controversial: any of these can produce a communication challenge that tests organizational values, leadership judgment, and stakeholder trust simultaneously. Nonprofit organizations face these challenges in a context of high public accountability: as entities that operate in the public interest with tax-exempt status, they are held to standards of transparency and ethical conduct that for-profit organizations are not. Crisis communication begins before a crisis occurs, with preparation that allows organizations to respond thoughtfully rather than reactively when something goes wrong. Crisis communication plans, which identify likely crisis scenarios, designate spokespersons and decision-makers, establish communication protocols, and outline processes for gathering and verifying information before responding, reduce the chaos of crisis response. Organizations that have never thought through their crisis scenarios before one occurs will have to do that thinking in real time, under pressure, with less good information than they will eventually have. The first principle of effective crisis communication is to respond quickly, accurately, and honestly, even when the accurate and honest response is incomplete. In the information environment of social media and instantaneous communication, silence creates a vacuum that others will fill with speculation, rumor, or misinformation. Early communication that acknowledges the situation, expresses appropriate concern, and commits to providing more information as it becomes available buys time for more thorough investigation without ceding the narrative. Transparency is both an ethical obligation and a strategic asset in crisis communication. Organizations that communicate honestly, including about what they do not yet know, what went wrong, and what they are doing to address it, build and maintain trust more effectively than those that manage information strategically to minimize reputational damage. Cover-ups that later become public almost always produce worse reputational consequences than honest acknowledgment of the original problem. The instinct to minimize, qualify, and protect institutional reputation, which is understandable, often leads organizations to make communication choices that worsen their situations. Accountability and empathy should be present in crisis communication. Accountability means accepting responsibility where responsibility is due, committing to addressing root causes, and describing concrete steps being taken. Empathy means acknowledging the impact of the crisis on affected individuals, whether they are clients, staff, community members, or donors, with genuine concern rather than formulaic language. Communications that read as primarily organizational self-protection, rather than genuine concern for those affected, often generate the opposite of the intended effect. Internal communication is as important as external communication during a crisis. Staff, board members, and key volunteers need to hear from organizational leadership directly and honestly, before they hear about developments from external sources. Internal stakeholders who learn about organizational problems from news coverage or social media rather than from leadership are likely to feel disrespected and uncertain about their own roles. Regular, honest internal updates, even when those updates acknowledge uncertainty, build organizational cohesion during difficult periods. Board communication requires particular care. The board has legal and governance responsibilities that are activated in a crisis, and board members need accurate information to fulfill those responsibilities. At the same time, board members vary in their communication sophistication and their relationships with media, donors, and other external stakeholders. Clarifying expectations about who speaks for the organization during a crisis, and ensuring that board members are aligned on key messages, prevents the damaging mixed messages that emerge when multiple board voices offer different narratives. Social media has transformed crisis communication in ways that increase both risks and opportunities. Crises can spread far more rapidly than in the pre-social media era, and organizations can lose control of narratives quickly. At the same time, social media also provides channels for rapid, direct communication with stakeholders that did not exist previously. Organizations that maintain active, authentic social media presences before crises have more credibility when they communicate through those channels during one. Post-crisis reflection and learning are as important as the crisis response itself. Organizations that review what happened, why, and how their response could have been better are better positioned to handle future challenges. Identifying systemic issues that contributed to the crisis and making genuine organizational changes, rather than simply communicating that changes have been made, is what converts a crisis into an organizational learning experience rather than a repeated vulnerability.

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''Originally published November 5, 2020 on [https://docmoates.com/blog/crisis-communication-for-nonprofits-protecting-mission-in-difficult-moments/ docmoates.com].''