How to Manage Crises: Effective Communication & Reputation Management Strategies

SHSMD Education online courses

SHSMD Education On-Demand Course
24/7 Access

Course Description:

Effective communication is essential to protecting your organization’s reputation during a crisis. Through How to Manage Crises, you will learn the Golden Rules of managing crisis communication, how to build a crisis plan and effective crisis media relations tactics, including establishing strong media relationships, gaining valuable third-party endorsements, and incorporating the best mix of traditional and social media outreach.

John Deveney, DEVENEY’s President, will delve into the specifics of managing crises on traditional and digital platforms in this month-long, six session webinar series. He will also provide insight on what to expect when managing a crisis for executive and/or board leadership and how to prepare for crisis of the future. You will hear best practices and real life examples of proven successes in various industries.

Upon completion of this course, you will:

  • Understand how to effectively build a crisis plan, its elements and sections
  • Be provided with expert tips on how to manage crises through traditional and digital platforms
  • Discover useful insights on special nuances when managing crises involving executive and/or board leadership
  • Understand communication and media relations tips and rules during crises
  • Experience lessons learned through real life examples of successfully managed crises


This self-paced course is designed to provide helpful resources and a convenient professional development opportunity. The content was developed by expert faculty and adapted for you from the live online course. This course is comprised of 6 modules.  Each module includes:

  • Webinar recordings based on module topics
  • SHSMD Annual Conference recordings from 2017-2019
  • Additional resources including articles and presentation slides

Module 1: The Role of the Communicator in Crises: Crisis Management 101

The goal of this presentation is to ensure you are up-to-date on the basics of crisis management before we dive deeper into the crisis management topics such as:

  • Building your crisis management plan Building your crisis management team
  • Managing the communication role during a crisis

Module 2: Crisis Management on Digital Platforms

  • PULSE™: Monitoring and reporting
  • Tips on how to manage crises through traditional and digital platforms
  • Specific direction and best practices for managing different platforms and channels
  • Case studies and examples

Module 3: Crisis Management in Healthcare Marketing

Co-hosted with LCMC Health’s Vice President Marketing, Christine Albert

  • Vital steps a hospital system must take when trying to repair the relationship with local media and the public following a crisis
  • Increasing public awareness of hospitals through strategic branding efforts
  • Case studies

Module 4: Special Nuances with Crisis Management Involving Executive and Board Leadership

  • Issues and the special circumstances, needs and sensitivities that arise with crises involving executive leadership and board
  • Examples, case studies, best practices

Module 5: Working with Municipal Authorities during a Crisis

Co-hosted with LCMC Health’s AVP of Government Affairs & Strategy Development, Ayame N. Dinkler

  • The importance of working with municipal authorities
  • How local municipalities work during a crisis that involves a government response
  • Tips for working with your local municipal authorities
  • Examples and case studies

Module 6: Future of Crisis

How advances in social media are changing the threats that crises present and how those same advances can be used to effectively neutralize or respond to attacks

What the public thinks about food safety and how food-borne illnesses impact Analyses of responses to recent outbreaks

  • Smart tactics for earning back trust
  • Protocol for properly handling an activist situation
  • How your organization can update and upgrade its crisis preparedness and response plans

Required Materials:

  • A computer and internet connection are the only materials you need. Technological expertise is not necessary as thorough instructions are provided. This online course is available 24/7.