• Identifying and prioritising stakeholders: staff, families, regulators, emergency services, customers, suppliers, community, media, investors, NGOs.
• Mapping interests, concerns and preferred channels for each group.
• Internal versus external communication; aligning messages while respecting confidentiality.
• Choosing and combining channels: email, SMS, intranet, social media, press releases, briefings, hotlines and community meetings.

• Elements of a crisis communication plan: activation criteria, roles, contact lists, templates and approval routes.
• Developing holding statements and core key messages under uncertainty.
• Using simple message frameworks (e.g. “what we know – what we don’t know – what we are doing – what you should do”).
• Balancing transparency with privacy, ongoing investigations and legal constraints (awareness level; not legal advice).

• Media dynamics in crises: traditional media, online platforms and citizen journalism.
• Roles of official spokespeople; supporting them with briefing notes, Q&A and key messages.
• Do’s and don’ts in media interaction (awareness level):
• Avoiding speculation, blame and promises beyond authority.
• Staying within approved facts and messages.
• Managing interviews, press briefings and media presence on or near the incident site (in support of authorised spokespeople).

• Opportunities and risks of social media in crises.
• Monitoring for rumours, misinformation and emerging concerns.
• Coordinating digital responses with the core crisis communication plan.
• Basic guidance for responsible posting by staff and volunteers (awareness level; align with employer policies).

• Coordinating messages with authorities, regulators, emergency services, landlords, tenants, partners and community leaders.
• Participating in or supporting joint information centres / coordination groups (awareness).
• Handling conflicting narratives and concerns while maintaining professional tone.
• Documenting communication decisions and key messages for later review.

• Supporting staff welfare through clear, compassionate internal communication.
• Communicating about casualties, injuries, investigations and return to work (within policy and legal frameworks at awareness level).
• Managing internal briefings, town-halls and Q&A sessions.

Post-incident communication:

• Sharing lessons learned and improvements.
• Reputation repair and long-term stakeholder engagement.