So much of an organization’s success is reliant on its good reputation and the hard-won trust of its customers and constituents. It could be argued that reputation is the single most-valuable asset in an organization’s brand arsenal, and one that must be protected at all costs. As a leading crisis communications firm, Infinite has helped many organizations select, assemble, and prepare their crisis teams. Below we outline the roles and responsibilities of each member in a typical crisis communications team.

The case for a crisis communications team

In any given company, entire departments are devoted to the management of  critical assets, such as intellectual property or human resources. Each is staffed with professionals who train and work side by side every day, performing set tasks and following prescribed procedures. Yet when it comes to the management of events that endanger a company’s reputation, rarely is there a department—in the conventional sense—that fits this description.

This is due to several reasons, including the fact that crisis scenarios demand an interdisciplinary approach, with input from experts residing throughout the company and often outside it as well. And, thankfully, large-scale crisis events are infrequent occurrences for most companies.

When such events do occur, however, they can be devastating for an organization’s reputation, and the ability to contain the damage directly correlates with response time. Designating a team and testing that team well before a crisis hits are critical steps toward reducing that time—and will put your company at a significant advantage if and when something bad happens.

We recommend tapping into the expertise of existing departments and professionals, assembling an experienced crisis communications team, clearly articulating each staff member’s role, and testing the team’s functionality well in advance of a crisis. Below, we’ve laid out the ideal structure for your internal crisis communications team, which will be supported by outside vendors such as a PR crisis management firm, insurance carrier, and forensics investigators.

Director of Crisis Communications

The Director of Crisis Communications oversees the execution of the crisis response plan (such as the crisis communications playbook) and serves as the communications point person for each team member, ensuring all efforts align with communications strategy and protocols. Ideal person for this role: Chief Marketing Officer or Senior Communications Director with an understanding of the company 'voice' and the authority to approve communications on behalf of the company.

Legal team lead

The legal team lead reviews and provides legal sign-off on all communications and updates the Director of Crisis Communications on legal proceedings and potential news triggers. The legal team lead also shares relevant legal documents with the director before filing, as appropriate, to inform communications. Ideal person for this role: In-house counsel with involvement in the incident or past experience with the type of incident, or outside counsel who has been retained specifically for the matter.

Media team

The media team is responsible for developing content, monitoring media and social media, and providing summaries and sentiment evaluations to the rest of the team. Ideal people for this team: Marketing or PR specialists with an understanding of the company 'voice' and access to social media credentials and media monitoring tools.

Depending on the makeup of the communications department, the following roles may be held by one or more individuals:

The content development lead provides the Director of Crisis Communications with holding statements, liaises with subject matter experts to accurately update detailed statements, and coordinates the approval process with the legal team lead.

The media monitor monitors for media mentions and article comments, analyzes sentiment, and identifies potential adversaries, updates media lists, provides hourly or daily coverage updates, coordinates pitching and schedules interviews.

The social media and communications lead posts approved statements to social media channels, monitors for comments and sentiment, and reports engagement to the Director. This lead also has access to the back end of the organization’s intranet and website for posting of approved communications.