your crisis communication plan
START
cover
Page 1 : The Policy Statement
Page 2 : The crisis comms team
your page-by-page structure
Page 3: crisis Management team
Page 4: crisis comms control centre
Page 5 : stakeholders
Page 6 : Communication channels
Page 7 : spokespeople
Page 8: approach, tone, scenario planning & messaging
Apprendices - Your crisis directory
cover
Your cover should include:
the title
the date
the owner
page 1:
The Policy Statement
Your Policy Statement should include:
Commitments
Communication values
page 2:
Crisis Communication Team
This page should highlight:
Who takes on what role and responsibilities in a crisis and who provides back up?
Who has final sign-off on communication?
Names and contact details
page 3:
Crisis Management Team
This page should include:
who are key points for liaison and sign-off?
Where does the communication manager sit on the CMT
Names and contact details
page 4:
Crisis Communication Control Centre
What resources you will need in both a virtual and physical environment?
This page should include:
Where you will meet (virtually or in person) should a crisis occur?
How will you access the meeting space (with a link or passcode in the virtual world or a physical key or identity pass in person?)
page 5:
Stakeholders
Click on the notepad hot spot to see what this page should include
page 6:
Communications Channels
Page 6 should include:
approach to listening/gathering insight
Key channels for statement distribution
page 7:
Spokespeople
Page 7 should include your:
Official media and internal spokespeople
dedicated points of contact for other stakeholders
page 8:
Aproach, tone, planning & messaging
Click on the notepad hot spot to see what this page should include
Appendices
Aproach, tone, planning & messaging
Click on the hot spot below to see what your appendices should include
Who is most affected by what has happened, and who else do you need to consider in your communication activities? Your list may include:
- Employees
- Shareholders/Investors/Supporters/Members
- Customers/Clients/end-users
- Business partners
- Regulators/Legislators
- Local and national government
- Key media contacts
Guidance on overall crisis communication approach; Guidance on approach to be taken in different scenarios related to crisis type, cause of harm; Key messages for different scenarios; Lines to take on known issues; Templates for media statements, templates for media comments, templates for social media statements, templates for website statements, and templates for messaging to different internal and external stakeholders.
- Roles and contact details for all members of your Crisis Communication team
- Roles and contact details for all members of your Crisis Management team
- Other key managers you may need to refer to (to give or receive information)
- Media list (a suggestion is to use news distribution services for general updates and key media contacts for more personalised or nuanced content)
- Direct contacts for partners, regulators, and other key influencers
- Checklists (e.g., personnel at scene/media log)
- Lists of communication tools, collateral, and their whereabouts
your crisis communication plan
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Transcript
your crisis communication plan
START
cover
Page 1 : The Policy Statement
Page 2 : The crisis comms team
your page-by-page structure
Page 3: crisis Management team
Page 4: crisis comms control centre
Page 5 : stakeholders
Page 6 : Communication channels
Page 7 : spokespeople
Page 8: approach, tone, scenario planning & messaging
Apprendices - Your crisis directory
cover
Your cover should include:
the title
the date
the owner
page 1:
The Policy Statement
Your Policy Statement should include:
Commitments
Communication values
page 2:
Crisis Communication Team
This page should highlight:
Who takes on what role and responsibilities in a crisis and who provides back up?
Who has final sign-off on communication?
Names and contact details
page 3:
Crisis Management Team
This page should include:
who are key points for liaison and sign-off?
Where does the communication manager sit on the CMT
Names and contact details
page 4:
Crisis Communication Control Centre
What resources you will need in both a virtual and physical environment?
This page should include:
Where you will meet (virtually or in person) should a crisis occur?
How will you access the meeting space (with a link or passcode in the virtual world or a physical key or identity pass in person?)
page 5:
Stakeholders
Click on the notepad hot spot to see what this page should include
page 6:
Communications Channels
Page 6 should include:
approach to listening/gathering insight
Key channels for statement distribution
page 7:
Spokespeople
Page 7 should include your:
Official media and internal spokespeople
dedicated points of contact for other stakeholders
page 8:
Aproach, tone, planning & messaging
Click on the notepad hot spot to see what this page should include
Appendices
Aproach, tone, planning & messaging
Click on the hot spot below to see what your appendices should include
Who is most affected by what has happened, and who else do you need to consider in your communication activities? Your list may include:
Guidance on overall crisis communication approach; Guidance on approach to be taken in different scenarios related to crisis type, cause of harm; Key messages for different scenarios; Lines to take on known issues; Templates for media statements, templates for media comments, templates for social media statements, templates for website statements, and templates for messaging to different internal and external stakeholders.