Crisis Management Plan Outline

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Please see the attached file.

Background information

Handling Crisis - Product recalls

"CPSC announces recalls of products that present a significant risk to consumers either because the product may be defective or violates a mandatory standard issued by CPSC.
There is usually no end date to a product recall. Each recall CPSC announces applies only to the specific brand and model identified in the recall announcement. In many cases, the recall applies only to products manufactured and date coded for specific time periods (e.g. brand "X", model "Y" manufactured between September 1 and October 17, 2000). "
http://www.cpsc.gov/about/faq.html as retrieved on 31 May 2007 17:50:16 GMT.

Thus our toy company NPC has to deal with the product recall. Here public include all the stakeholders; within their "family" of employees and with communities, governments, consumers, investors, and the media. They are the stakeholders, which make up the environment of an organization. These publics can support or oppose the goals of an organization. They also want organizations to pursue goals that are important to them but not necessarily to the organization--such as jobs for workers, safe products, less pollution, and a safe community. Publics have a stake in organizations, and they attempt to influence the missions and goals of these organizations. The crisis has to be communicated in an open and honest manner to the public which helped in :
a. Adding to the organization's credibility
b. Reducing disruption to business operations
c. Sustaining profitability in long term

One has to use different kind of communication tools and techniques for handling the crisis such as Product recalls. The CEO has to set the example and has to show leadership and authority. The corporate public relations function has to be taken into confidence, and they participated in the decision process and in the implementation. News media was well informed to avoid the spread of bad rumors. Customers, consumers, media and employees were informed very fast through the videos, press releases. Feedback mechanisms that were in place emphasized high value were placed on public input. Besides it also used news conference, as well as ads to communicate with the public. The response has to be based on four principals:
? Put public safety first.
? Find the problem and fix it.
? Communicate swiftly and frequently
? Take full responsibility for resolving the crisis.

Although an organization with good relationships with its strategic publics may have to incorporate the goals of those publics into its mission, in ...