Appoint a spokesperson to handle all media calls. Get the most senior representative available to appear in front of the media as much as possible. Keep the community informed of your efforts to get the situation under control. Attend community meetings. Reassure employees you are on top of the problem.
Reporters often tap the grapevine.
Develop a crisis communications plan now - before the need arises. Francie Murphy is president of Francie Murphy Associates, a communications consulting firm offering strategic solutions for your business development needs. Urban Insight provides Internet strategies and Web development services to the urban planning, real estate, and economic development industries.