Example
Input prompt
Write a crisis communication plan for a manufacturing company to handle a product recall.
Result from enhanced prompt
Acme Widgets Inc. Product Recall Crisis Communication Plan
Crisis Response Team Roles & Responsibilities
- Crisis Manager (CEO): Oversees response, approves key decisions and messages
- Operations Lead (COO): Coordinates product retrieval, internal communications
- Communications Lead (PR Director): Manages external communications, media relations
- Customer Service Lead: Handles customer inquiries, implements recall notices
- Legal Counsel: Advises on legal implications, compliance requirements
- HR Director: Supports employee communications, addresses concerns
Procedures
- Initial assessment:
- Verify recall necessity with Legal, Safety/Compliance teams
- Determine scope - specific products, lots, dates, quantities
- Plan activation:
- Crisis Manager alerts and assembles full Crisis Response Team
- Team reviews situation and agrees on initial response within 2 hours
- Recall logistics and tracking:
- Operations identifies affected inventory, halts production and distribution
- Sets up product return process, tracking system for returns/replacements
- Stakeholder notifications:
- Communications prepares notices for customers, distributors, retailers
- Customer Service sends direct customer notifications within 24 hours
- PR Director distributes media statement and recall notice within 24 hours
- Ongoing monitoring and response:
- All leads monitor situation and stakeholder responses in their areas
- Team meets daily to assess status, address issues, update tactics as needed
- Collaborate with regulators and industry partners to manage broader impacts
Key Messages
- We are voluntarily recalling [product] due to [issue]. No other products are affected.
- The recall is a precautionary measure to ensure the safety and quality our customers expect.
- We have identified the issue and are actively retrieving all affected products from the market.
- Customers should stop using the product immediately and contact us for a full refund or replacement.
- We are committed to resolving this quickly and will provide further updates as available.
- The health and safety of our customers is our top priority. We sincerely apologize for any inconvenience.
Communications Channels & Tactics
- Direct customer notifications (email, mail, text, account portals)
- Dedicated recall information on website with FAQs, contact info, progress updates
- Social media posts with recall information and link to full details on website
- Press release and proactive outreach to key industry media
- Paid search ads to drive visibility of recall information for product searches
- Retailer and distributor communications with POS notices, scripts for staff
- Internal memos, FAQs and talking points to inform employees
Monitoring and Evaluation
- Monitor media, social, web traffic for recall information reach and stakeholder responses
- Track product returns and replacement/refund volumes against targets
- Conduct sentiment and share of voice analysis to gauge impact on brand reputation
- Identify and address top questions, concerns, misinformation and emerging issues
- Provide regular progress reports to leadership team and all employees
- After recall closes, conduct full evaluation of process, impact and areas for improvement
- Update recall plan, supplier controls and communications templates based on learnings
Contact the Crisis Manager with any questions or concerns about this plan.
Last updated: [Date]
