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Table of Contents
First: Crisis management plan.....................................................................................................2
1.1 When is there a crisis?...........................................................................................................2
1.2 What type is it?......................................................................................................................2
1.3 Adopted strategies..................................................................................................................2
1.4 A crisis management plan (CMP)..........................................................................................3
1.5 Starbucks crisis management.................................................................................................3
1.6 Starbucks crisis checklist.......................................................................................................4
1.7 Starbucks Mendelow's matrix................................................................................................6
Second: Crisis communication plan.............................................................................................7
2.1 Issue/Crisis – assuming a problem has occurred...................................................................8
2.2 Key approach.........................................................................................................................8
2.3 Key considerations/concerns..................................................................................................8
2.4 Key/critical publics................................................................................................................8
2.5 Key message – the general comments we can make.............................................................9
2.6 Q&A.......................................................................................................................................9
References.....................................................................................................................................11

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