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Advanced · Self-paced learning

Crisis Management for Communications Agencies

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When a client faces a crisis, a communications agency needs to know what it will do and who makes decisions. Develop a mandate template covering approvals and handovers, then test the arrangements in a time-sensitive case. Use it to prepare a discussion with client management and specialists.

Define what your agency will do under a crisis mandate, what information it needs and who on the client side makes decisions and approves statements. Prepare handover, deputy and escalation arrangements for use in the engagement discussion.

In the course case, journalists ask about a product risk while client management has not yet decided whether to stop deliveries. Draft a statement using confirmed facts and pass the pending decision, with its deadline, to the authorised person on the client side. The operational decision remains with the client; contractual questions require separate legal review.

What you will work on

  • Define the advisory assignment and decision boundaries of a crisis mandate
  • Assign approvals and information handovers between agency and client
  • You handle a media enquiry before the client has made an operational decision.

Who it is for

  • Agency leaders
  • PR advisers handling crisis assignments
  • Client service and project leads

Topics

  • Agency assignment and client accountability
  • Information access and confidentiality
  • Operational decisions and communication approval
  • Availability, deputies and escalation
  • Handover and closure of crisis assignments

Your result

Your engagement materials define the agency’s remit, contacts, deputies and approval route for discussion before a client engagement.

Prerequisites

Experience in client advice or agency project management and authorised or anonymised information about an assignment. A course case can be used.

Format and approach

Planned as four to six hours of self-paced study with individual mandate drafting and self-checks with explanations.

Planned learning time: 4–6 hours

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Advanced · Self-paced learning

Strategic Crisis Communications

When an incident becomes public, communication and leadership need coordinated statements. Decide whom to inform and who approves the message, then draft an initial statement with confirmed information, open questions and a time for the next update.

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Advanced · Self-paced learning

Crisis Leadership and Decision-Making

Crisis leaders must make and explain decisions with incomplete information. Work through a leadership decision from your organisation or a course case, compare options and write instructions. Your guide records who decides, which counterarguments matter and when to review the decision.

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