Handbook on crisis communication for public institutions

Abstract

All crises demand communication under high levels of pressure and uncertainty. How institutions communicate in those moments can be as consequential as the decisions or actions taken. Poorly executed crisis communication can exacerbate an ongoing crisis or trigger a new one. When done correctly, it can enhance both an organisation’s reputation and the acceptance of its crisis response. This handbook on crisis communication is primarily for public institutions, such as governments or international organisations, and comes with the recognition that crisis communication is more complex for public institutions than for private companies.3 Public institutions must balance different and sometimes conflicting interests and ensure that their communication is both effective and legitimate.