5. Choosing the right communication strategy

Key messages must be clear, transparent and empathetic.

• Employees must be informed first, as they are directly affected and play a crucial role in crisis management.

• Secondly, it's important to communicate quickly with customers to maintain their trust.

• Then reassure investors about the measures taken and the financial impact. Suppliers and partners need to be informed to ensure business continuity. Regulatory authorities and the government need to be kept informed to ensure compliance and avoid sanctions. The media, influential in shaping public opinion, must be provided with regular and accurate information.

• Finally, local authorities and NGOs need to be informed of the impact and of the actions taken to minimize the consequences....