Crisis management is the process of managing the response to an emergency, a crisis, or any situation that threatens the reputation of an organization. The crisis management process begins with a thorough understanding of what happened to initiate the crisis and its potential impacts on the organization. It includes developing appropriate strategies for communicating about the event in order to mitigate damage and rebuild trust with stakeholders.
Crisis management involves prevention, mitigation, and recovery. Prevention is about preventing crises from happening in the first place. Mitigation means limiting the damage caused by a crisis when it does happen. Recovery means returning to normal after an incident has been dealt with and people are feeling safe again. A good plan should include steps for risk assessment, communication, decision-making and review.