Purpose
This policy aims to ensure that the Company responds to crises effectively, protects its reputation and communicates clearly with its stakeholders.
The Company seeks to maintain its reputation at the highest possible level by responding promptly and implementing appropriate communication strategies during a crisis.
Crisis Communication Teams
a. Crisis Communication Team
The Company establishes a crisis communication team to respond to crisis situations promptly and effectively.
The roles, responsibilities and communication hierarchy of team members are clearly defined.
b. Media Relations Team
The Company establishes a dedicated team to manage media relations.
This team is responsible for maintaining effective communication with the media, preparing press releases and official statements, and monitoring media coverage.
Crisis Communication Strategy
a. Prompt Response
The Company responds promptly to crisis situations and implements the appropriate communication strategies.
The crisis communication team determines the most suitable approach according to the nature and severity of the crisis.
b. Accurate Information and Credibility
The Company shares accurate, verified and reliable information with its stakeholders.
The principles of accuracy, transparency and openness are followed to prevent speculation and misinformation.
c. Communication Planning
The Company develops and maintains an up-to-date crisis communication plan.
The plan must include internal and external communication strategies, stakeholder communication channels and the materials to be used during a crisis.
Reputation Management
a. Reputation Monitoring
The Company monitors its reputation and reviews relevant feedback.
Information obtained from channels such as social media, press coverage and customer feedback is monitored and analysed.
b. Reputation Recovery
The Company acts promptly and takes the necessary measures when an incident affects its reputation.
The reputation management team develops effective strategies to protect, restore and strengthen the Company’s reputation.
c. Post-Crisis Evaluation
Following a crisis, the Company conducts an evaluation and identifies the actions required to improve its crisis management processes.
Lessons learned and opportunities for improvement are documented and incorporated into future planning.
Communication Channels
a. Internal Communication
During a crisis, the Company informs and guides employees promptly.
Communication channels may include instant messaging platforms, email and other internal communication tools.
b. External Communication
The Company communicates effectively with its stakeholders during a crisis.
Appropriate channels may include media statements, press releases, social media posts and updates published on the Company’s website.
