WB-40 (333) Crisis Communication
Sep 7, 2025
Alison Arnot, an expert in internal crisis communication and author of 'Internal Communication in Times of Crisis', delves into the essential but often neglected role of employees during crises. She argues that internal communication is just as crucial as external messaging. Drawing from her experience during the Glasgow Airport attack, Alison introduces her 'Seven Ss of Internal Crisis Communication' framework, highlighting the needs organizations must meet to support their staff and ensure effective recovery. Her passionate insights provide a roadmap for navigating turbulent times.
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Employees Experience Crises Personally
- Crisis communication is too often externally focused while employees feel crises personally.
- Alison Arnot says employees are crucial to recovery and need physical, practical and psychological care.
Use A Framework For Internal Crisis Comms
- Use a structured framework to meet people’s needs in crisis rather than one-off emails.
- Alison recommends planning content, channels and listening to support recovery.
Define What A Crisis Actually Is
- Define what counts as a crisis before it happens and avoid treating every incident as one.
- Only incidents that cause or could cause significant human, operational, financial or reputational harm qualify as crises.
