Know Who To Call AFTER You Dial 911 – Credit Union Crisis Communications

Credit Union crisis communications

Credit Union Crisis Communications

Communication is the key in any relationship or situation. Being open and honest and upfront speaks volumes.The more time you spend preparing, the less time it takes to provide a quick response. Roles and responsibilities should be setup ahead of time though you won’t have all of the particulars defined. Templates can be written to provide format and the only time required is to “fill in the blanks” when needed. This involves developing a solid Credit Union crisis communications plan. We have identified three of the top parties you’ll want to contact immediately after you dial 911.

Employee Notification – determine who is responsible for this communication. Is it one person or each team leader in the form of a call tree? Will you be using a Crisis Management Notification system? Is there a “hotline” established to provide up to date information? Every effort should be made to keep the employee informed. He/she should learn details from the news, radio, etc. The message should include:

  1. The nature of the disaster/situation.
  2. Where/when employees should report to work. If the employee is not to report, the caller should reassure the employee of job security and provide updates on a daily basis.
  3. How to respond to inquiries from media representatives and members.

Member Notification – members need to be made aware of the safety of their money and methods of access. Member communication should be simple and include

  1. Apology for recent event and inconvenience.
  2. Safety of money and what is being done for members.
  3. Thank for patience.

Media Notification – determine proactive/reactive approach and communicate the following:

  1. Appreciation for concern.
  2. Primary focus is human safety and security.
  3. Note the activation of the Business Continuity Plan.
  4. Member funds and privacy are not at risk.
  5. Continued service for members during the situation is being provided.
  6. Any extras that are being provided to the members or community.
  7. Timeframe and methods for updates.

Quick responses are generally preplanned and rehearsed. Think about last time you had a critical conversation with an employee. You went over what you were going to say ahead of time, wrote yourself an outline, and practiced in your head and maybe with someone else. You were getting yourself prepared for multiple outcomes as well. The key word here is prepared.

For more information and help on building a solid Credit Union Crisis Communications Plan contact Ongoing Operations.

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