Internal Communication in Times of Crisis: How to secure employee trust, support and advocacy in crisis situations

by Alison Arnot

Overview

Traditionally, crisis communication has focused on the needs of the media and other external audiences, yet it is your employees who often face the crisis most directly and who fuel your organization's reputation, resilience and recovery.

Internal Communication in Times of Crisis will help you unlock the power of internal communication to guide your organization through crisis and back to business as usual with confidence and care.

Written by expert communications trainer and consultant Alison Arnot, this comprehensive guide covers all aspects of internal crisis communication. This book explains how to meet a full range of human and organizational internal crisis communication needs as you take a forward-looking approach to keeping employees safe, supported and enabled amid the shock and emotion a crisis brings. Learn how to motivate and empower them with the knowledge needed to deliver a crisis response and inspire them to connect, collaborate and advocate for the organization as you negotiate the path to recovery.

Using a mix of theory, practical examples and expert insights, this book helps you understand the different approaches required in different crisis situations. Covering strategic activity such as gathering insight, setting objectives, working with leadership, defining approach and evaluating success together with tactical activity such as crafting messages, selecting channels and addressing concerns, this is the ultimate guide for internal communicators looking to navigate crises with confidence.

Product Details

ISBN-13:	9781398620582
Publisher:	Kogan Page, Ltd.
Publication date:	07/03/2025
Sold by:	Barnes & Noble
Format:	eBook
Pages:	240
File size:	1 MB

About the Author

Alison Arnot is an award-winning business owner, trainer, consultant and speaker with over 25 years' front-line experience in PR, internal communication and crisis communication. For the past 12 years she has trained others in these disciplines for the Chartered Institute of Public Relations (CIPR) and for clients through her business Catalyst Communications.
Alison Arnot is an award-winning business owner, trainer and consultant with over 25 years' experience, specialising in PR, internal communication and crisis communication. Based in Glasgow, and working across the UK and beyond, for the past 12 years she has been a trainer in both internal communication and crisis communication for the Chartered Institute of Public Relations (CIPR) and for clients through her consultancy business Catalyst Communications. She has firsthand experience delivering internal and external crisis communication in a range of different situations, including the 2007 terror attack on Glasgow Airport where she was the first member of the communications team on the scene after the attack took place. Alison is a recognised industry speaker including for The Chartered Institute of Public Relations, Institute of Internal Communications, and CASE.

Table of Contents

• • Chapter - 00: Preface
  • Chapter - 01: Understand Crisis
  • Chapter - 02: Recognise the Role of Internal Crisis Communication
  • Chapter - 03: Anticipate and Plan for Different Types of Crises
  • Chapter - 04: Understand Your Internal Community
  • Chapter - 05: Define your Strategy and Agree Approach
  • Chapter - 06: Craft your Content
  • Chapter - 07: Select the Right Channels
  • Chapter - 08: Work with your Leaders
  • Chapter - 09: Support your Line Managers
  • Chapter - 10: Listen to your People
  • Chapter - 11: Take Care of Yourself
  • Chapter - 12: Evaluate Efforts and Learn for Next Time

Editorial Reviews

"The perfect handbook for anyone trying to understand the role of internal communication in a crisis. The frameworks outlined will help anyone in an organisation navigate a crisis - communication professional or not.
While there is no one size fits all for a crisis, the book captures many of the nuances that need to be considered for leaders when it comes to maintaining relationships with employees.
This book is a great blend of academic theory, practical experience and frameworks you can apply straight away.

"

leadership credibility and organisational communic Jenni Field

"The practicality of Alison Arnot's approach - backed by deep personal experience - shines through, covering all the key elements of effective crisis comms: from crisis categorisation, internal audience understanding and strategy to content creation, channel selection, leadership communication, internal listening and self-care.

'Internal Communication in Times of Crisis' will be invaluable in encouraging practitioners to think more strategically about the internal elements of their crisis comms, while providing practical, meaningful tools for putting that strategy into action.

"

Rod Cartwright

"A crisis is a crisis, but failing to plan for one is on you. Alison's book is essential for any communication professional ready to take charge and guide their organisation through the darkest moments. With internal communication rightly placed at the heart of crisis response, she presents a serious subject in an engaging and accessible way. What struck me most was the focus on people - the needs of the survivors. Crisis preparation has always proven its worth to me, and Alison shows you how."

Monique Zytnik

"In the chaos of crisis, it is easy to default messaging focused on external audiences - press conferences, media statements, social media updates, etc. What Internal Communications in Times of Crisis reminds us of is that some of the most critical conversations must first happen inside the organization. Internal audiences are too often an afterthought, yet they are the lifeblood of clarity, consistency, and trust. This book is a must-read for any communicator or leader who understands that employees are not just recipients of information - they can be trusted voices, steady hands, and powerful advocates when they are informed, empowered, and valued. If you are looking to level-up your crisis communications response from the inside out, start here."

Benjamin Morgan

"Alison offers clear, actionable insights, helping internal communicators navigate the challenges of crisis communication at every stage - from preparation and response to recovery.
What sets this apart is Alison's 7S framework that starts with people's core needs and expands to support the organisation as the crisis evolves. It's a structured, people-first approach that helps communicators lead with clarity, empathy, and confidence in times of uncertainty. This book is more than a guide; it empowers internal communicators to be strategic, responsive, and resilient when it matters most.

"

Nafisa Ali Shafiq

"Alison has put the spotlight firmly on an often-overlooked part of crisis communication. She carefully brings together her own experiences with the views and thoughts of those involved in crisis response and academic research. This is a vital book that delves into the human impact of crisis through the lens of employees."

Amanda Coleman

"Alison's practical guide to internal communication in times of crisis creates confidence for communication professionals. In a crisis, internal communication is often an afterthought, but Alison's book is full of actionable advice to implement today. The inspirational stories and hints and tips make this an ideal book to help you plan or oversee crisis communication."

Rachel Miller

"Drawing on current and recent writings, Alison's own real-life experiences and interviews with practitioners, she provides a framework for understanding how crises develop inside organisations and ideas on how to respond when the worst happens. The book explores preparation, explains how the internal communicator's audience insight comes into play and works though the stages of an unfolding event.

This beautifully written book is packed full of useful suggestions and ideas which experienced and novice practitioners alike will value.

"

Change communications author and advisor Liam Fitzpatrick