Crisis stakeholders are key players in managing and resolving crises. They include anyone affected by or able to impact the situation, from employees to customers to the media. Understanding these stakeholders is crucial for effective crisis communication and response.

Stakeholders can be internal, like employees and investors, or external, such as customers and regulators. Analyzing their interests, influence, and potential impact helps prioritize engagement strategies. This process ensures resources are allocated effectively throughout the crisis management lifecycle.

Stakeholder Identification and Analysis

Concept of crisis stakeholders

• Stakeholders in crisis management encompass individuals, groups, or organizations affected by or capable of affecting a crisis outcome (employees, customers, media)
• Parties with vested interests in crisis situation possess direct or indirect involvement and potential to impact or be impacted by crisis management decisions
• Stakeholder consideration shapes crisis communication strategies, influences resource allocation during response, and affects long-term reputation management post-crisis

Internal vs external stakeholders

• Internal stakeholders include employees (front-line workers, management, board of directors), shareholders or investors, and volunteers for non-profit organizations
• External stakeholders comprise customers or clients, local communities, government agencies and regulators, media outlets, suppliers and business partners, competitors, and special interest groups or activists

Analysis of stakeholder influence

• Stakeholder interests span financial concerns, safety and well-being, reputation and image, and legal and regulatory compliance
• Stakeholder influence derives from decision-making power, access to resources, and media presence for shaping public opinion
• Potential impact on crisis response involves information dissemination, resource mobilization, and public perception management
• Analysis methods utilize stakeholder mapping, power-interest grid, and salience model (power, legitimacy, urgency)

Prioritization of stakeholder engagement

• Prioritization criteria consider degree of impact on stakeholder, stakeholder's ability to impact crisis outcomes, legal or contractual obligations, and potential for alliance or opposition
• Engagement levels categorize high priority (collaborate and involve closely), medium priority (consult and keep informed), and low priority (monitor and address concerns as needed)
• Prioritization strategies employ urgency-based approach, influence-based approach, or combination of multiple factors
• Dynamic prioritization requires reassessing stakeholder priorities as crisis evolves and adjusting engagement strategies based on changing circumstances