The Oft-Overlooked Crisis Management Services: What Organizations Miss During Their Critical Agency Search 

Organizations are more vulnerable than ever to crises that begin and spread online.  Whether through misinformation, disinformation, or social media frenzy, these types of crises can do even more to damage reputation, erode customer trust, and disrupt business operations than the simple communications crises of the past. A well-executed, digitally driven, crisis management plan is crucial for mitigating the impact of these events and protecting an organization's stakeholders.

One of the most critical decisions a company can make in a crisis is choosing the right integrated marketing agency to provide both communications and digital/social media crisis management services. A full-service firm – with expertise in both crisis preparedness and crisis response – can help organizations navigate the complexities of an omni-channel crisis and emerge stronger.

What to Look for in an Agency

When selecting an agency for crisis management services, it's essential to consider several key factors to ensure you're partnering with the right team. 

First, prioritize well-rounded experience. 

Look for an agency that has a proven track record of successfully managing crises across both traditional and social media, as well as an organization’s entire digital footprint. This experience should encompass a deep understanding of the appropriate actions and communications needed, including the timing, platforms, and contexts.

Additionally, integrated expertise in crisis management is crucial. 

The agency should be well-versed in best practices across all digital channels, including digital search, social media, owned content, and earned media. They should be adept in crisis preparedness, response, and post-crisis recovery. It's also important that the agency is a full-service provider, with both PR/communications and digital media resources at their disposal. This includes experienced professionals, robust crisis management plans, and a range of communication tools necessary to handle any situation.

Round-the-clock responsiveness is another vital factor. 

Crisis situations can emerge at any time, requiring the agency to be available 24/7, ready to mobilize a team of experts instantly. Equally important is the agency’s flexibility. They must adapt their crisis management plans to fit the unique needs of your organization and work seamlessly with your internal team and any other external partners. This ensures that efforts are coordinated effectively across all channels, enhancing the chances of successfully managing and overcoming the crisis.

Choosing the right agency to provide crisis management services is a critical decision that can have a significant impact on an organization's ability to weather a crisis. By considering the oft-overlooked factors outlined above, organizations can select an agency that will help them develop and implement a comprehensive, 360° crisis management plan, respond effectively to crises as they occur, and recover quickly from crises.

Find out more about how Clarity can provide crisis management services here.

*Featured image credit to Andreas Gücklhorn on Unsplash