When a crisis strikes, law firms must act quickly, stay organized and communicate with clarity. A crisis communication plan helps the firm manage internal coordination, external messaging and operational decisions while protecting people, clients and the firm’s reputation. Use this checklist to prepare for the unexpected, guide the first hours of response and support the team through resolution and post-crisis review. This is also the key time to call in your public relations or crisis communications specialist team.

Determine the crisis

• Identify what happened and when
• Confirm who is involved or affected
• Evaluate the potential impact on people, clients, operations and reputation
• Decide if the incident meets the firm’s definition of a crisis
• Notify the Crisis Management Team to initiate response

Convene the Crisis Management Team

• Schedule an immediate call with core CMT members
• Review and confirm available facts
• Assign roles for assessment, investigation and communication
• Decide whether to add internal or external specialists
• Determine whether an investigation is needed and who will conduct it

Assess the situation

• Collect confirmed information only
• Identify what remains unknown
• Evaluate risks, urgency and potential escalation
• Confirm whether client service is affected
• Track all incoming updates for accuracy and timing

Identify stakeholders and key audiences

• Executive leadership
• Office leaders and administrative managers
• All personnel in impacted offices
• All firm personnel if information must be shared broadly
• Clients
• Media and general public
• Bar associations or government authorities
• Families of affected individuals

Prepare the communication plan

• Determine internal and external key messages
• Decide who will speak to each audience
• Select communication channels such as email, text alerts, voicemail, intranet banner, website or social media
• Review messaging for accuracy and consistency
• Establish approval process and timelines for all communications

Coordinate media and external relations

• Identify the firm spokesperson
• Direct all inquiries to the Marketing Director or designated PR firm
• Remind personnel not to comment publicly
• Prepare holding statements if information is still developing
• Brief and rehearse the spokesperson
• Monitor media coverage and correct misinformation
• Document all media contacts and conversations

Support people involved

• Ensure family members are notified before public communication
• Provide access to employee assistance or grief counseling resources
• Confirm compliance with privacy and confidentiality requirements

Manage operational needs

• Coordinate with IT, HR, facilities or outside vendors as needed
• Determine insurance reporting requirements
• Document actions taken and decisions made
• Maintain a central record of communications, updates and timelines

Post-crisis review

• Debrief with the CMT to evaluate what worked and what needs improvement
• Summarize lessons learned
• Update crisis policies, contact lists and templates
• Recognize team members who contributed to the response
• File all materials and notes in one location for future reference