Crisis Management Cheat Sheet

The core ideas of Crisis Management distilled into a single, scannable reference — perfect for review or quick lookup.

PiqCue — piqcue.com/crisis-management/cheatsheet

Quick Reference

Crisis Communication

The strategic dissemination of information to internal and external stakeholders during a crisis, aimed at protecting reputation, maintaining trust, and providing accurate, timely updates. Effective crisis communication follows principles of transparency, consistency, and empathy.

Situational Crisis Communication Theory (SCCT)

A framework developed by Timothy Coombs that helps organizations select the most appropriate crisis response strategy based on the type of crisis, the organization's crisis history, and its prior reputation. SCCT categorizes crises into victim, accidental, and preventable clusters.

Business Continuity Planning (BCP)

The process of creating systems and procedures that enable an organization to maintain or quickly resume essential functions during and after a disaster or disruption. BCP addresses IT recovery, supply chain alternatives, workforce relocation, and communication protocols.

Stakeholder Mapping

The systematic identification and analysis of all individuals, groups, and organizations that are affected by or can influence the outcome of a crisis. Stakeholder mapping helps prioritize communication efforts and resource allocation during crisis response.

Crisis Lifecycle

The sequential phases through which a crisis evolves, typically including pre-crisis (signal detection and prevention), crisis event (response and containment), and post-crisis (recovery and learning). Understanding the lifecycle helps organizations apply appropriate strategies at each stage.

Reputational Risk

The potential for negative publicity, public perception, or events to damage an organization's brand image, credibility, and stakeholder trust. Reputational risk is often the most long-lasting and financially damaging consequence of a poorly managed crisis.

Dark Site

A pre-built but unpublished website or web page that an organization prepares in advance to be activated during a crisis. It contains templated information, contact details, and placeholders for crisis-specific updates, enabling rapid communication deployment.

After-Action Review (AAR)

A structured debriefing process conducted after a crisis or crisis simulation to evaluate what happened, why it happened, what went well, and what should be improved. AARs transform crisis experiences into institutional knowledge and drive continuous improvement.

Holding Statement

A brief, pre-approved communication issued in the immediate aftermath of a crisis before full details are known. It acknowledges the situation, expresses concern, and commits to providing updates, buying time for the organization to gather accurate information.

Crisis Leadership

The ability of leaders to make decisive, ethical, and effective decisions under extreme pressure, uncertainty, and time constraints. Crisis leadership involves balancing competing demands from stakeholders, maintaining organizational morale, and projecting calm authority.

Key Terms at a Glance

After-Action Review:A structured debriefing conducted after a crisis to evaluate performance and identify improvements.

Bolstering Strategy:A supplemental crisis response that reminds stakeholders of the organization's past positive actions.

Business Continuity Plan:A documented set of procedures for maintaining essential operations during and after a disruption.

Crisis:An unexpected, non-routine event that creates uncertainty and threatens high-priority organizational goals.

Crisis Communication:The strategic dissemination of information to stakeholders during a crisis to maintain trust and manage perceptions.

Crisis Leadership:The capacity to guide an organization through a crisis with decisive, ethical, and transparent decision-making.

Crisis Lifecycle:The phases a crisis passes through: pre-crisis, crisis event, and post-crisis.

Crisis Team:A pre-designated cross-functional group responsible for managing organizational crisis response.

Dark Site:A pre-built, unpublished website ready to be activated for crisis communication.

Deny Strategy:A crisis response claiming no crisis exists or that the organization bears no responsibility.

Diminish Strategy:A crisis response that seeks to reduce the perceived severity of the crisis or the organization's role in it.

Disaster Recovery:The process and policies for restoring IT infrastructure and systems after a major disruption.

Golden Hour:The first 60 minutes after a crisis emerges, during which the initial organizational response should be issued.

Holding Statement:A pre-approved initial communication acknowledging a crisis while the organization gathers more information.

Image Restoration Theory:William Benoit's theory outlining strategies (denial, evasion, reducing offensiveness, corrective action, mortification) organizations use to repair their image after a crisis.

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