Crisis Communication & Stakeholder Mapping
In a crisis, confirm facts, prioritize affected customers and assign update owners.
Cheat sheet
In a crisis, confirm facts, prioritize affected customers and assign update owners.
What to check first
Identify affected customers, suppliers, store staff and regulators with operational and compliance teams.
How to make the call
Track customer resolution and correct inaccurate earlier statements promptly.
OpenStax · Integrated marketing communications · further reading for brand & communications
Indian practice case
Fictional scenario
A Pune grocery retailer gets credible reports of a contaminated batch.
Reveal the step-by-step solution
- Diagnose the problem.
Identify affected customers, suppliers, store staff and regulators with operational and compliance teams.
- Work through the evidence.
Pause promotion, communicate verified batch information and actions, and set a time for the next update.
- Recommend and validate.
Track customer resolution and correct inaccurate earlier statements promptly.
More Indian cases
Interview question
How would you use crisis communication & stakeholder mapping to make the decision in this case? Explain which data you need first and what would change your recommendation.
See what a strong answer includes
Pause promotion, communicate verified batch information and actions, and set a time for the next update. Track customer resolution and correct inaccurate earlier statements promptly.