Event Crisis Communication Template Writer

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

1. Initial assessment:
   • Verify recall necessity with Legal, Safety/Compliance teams
   • Determine scope - specific products, lots, dates, quantities
2. Plan activation:
   • Crisis Manager alerts and assembles full Crisis Response Team
   • Team reviews situation and agrees on initial response within 2 hours
3. Recall logistics and tracking:
   • Operations identifies affected inventory, halts production and distribution
   • Sets up product return process, tracking system for returns/replacements
4. 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
5. 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]