The Role of Websites During a Crisis
A Guide for Churches, Schools and Nonprofits
In times of crisis, the need for clear, timely and authoritative communication is paramount. For churches, schools and nonprofits, websites play a crucial role as a stable information hub and strategic communication tool. When uncertainty looms, your website is a guide for your community, providing the pertinent information that is needed each step of the way.
Why Your Website Matters in a Crisis
Unlike social media, which is often overwhelmed with noise during crises, your website is an environment that you control. It offers a centralized space where your audiences can find the most accurate and up-to-date information directly from the source. This consistency is critical when misinformation can spread rapidly, creating confusion and eroding trust.
During a crisis, the key roles of a website may include:
Functioning as a central information hub. Your website is often the first place people turn for reliable updates. Whether it’s an emergency closure or a reputational issue, including your website in the crisis communications process ensures your audience knows where to find the latest information.
Establishing your organization’s position. Crises often demand clarity on where your organization stands on certain issues or ideas. From addressing internal changes to responding to external events, your website allows you to communicate thoughtfully crafted messages that reflect your values without the risk of misinterpretation that is often seen on less controlled platforms.
Managing the narrative. When rumors swirl, silence can sometimes speak louder than words—but not always in a good way. Your website allows you the option to engage prudently when needed or to withhold until more information is available, striking the right balance of transparency and wisdom.
Engage or Withhold: Finding the Right Balance
One of the most challenging aspects of crisis communications is determining when to speak and when to stay silent. Engaging too quickly can lead to missteps if facts are unclear, while withholding information for too long can create a vacuum filled by speculation.
Consider engaging when:
Immediate safety concerns need to be addressed.
Misinformation is spreading rapidly and clarity is needed.
Your community expects a response due to the crisis’ direct impact on your organization.
Consider withholding when:
You lack verified information and risk spreading inaccuracies.
Emotions are running high and a more measured response will be more effective once the situation stabilizes.
Legal or privacy considerations restrict what can be shared.
Best Practices for Crisis-Ready Websites
Have a Plan of Action: Establishing a clear process before a crisis strikes ensures your communications stay seamless, even when the unexpected happens. A strong crisis communications plan for your website should outline which pages need updates, who is responsible for refining messaging, and how to direct people to the needed information. Ensure all relevant information is prominently linked on your homepage during critical times.
Keep It Simple and Accessible: In high-stress situations, clarity is key. Use clear, concise language and bullet points. Ensure the website is mobile-friendly since many users will access it on their smartphones.
Integrate with Other Channels: While your website should be the central hub, coordinate messages with your social media and email strategies, directing people back to the website for full details.
Update Regularly: Even if there’s nothing new to report, a simple timestamped note that you’re monitoring the situation can reassure your audience that you’re engaged and responsive.
Keep Your Website Up to Date: A functional, up-to-date website is essential for effective communication. The last thing you need is to troubleshoot technical issues when urgency matters most. Consistently engaging your audience on your platform builds trust—so when a crisis hits, they’ll know exactly where to turn for updates.
Websites: A Pillar of Trust During Uncertainty
For churches, schools and nonprofits, trust is the foundation of your relationship with your community. Your website is not just a digital brochure—it’s a living, breathing extension of your organization’s voice and values. During a crisis, it becomes a platform that can offer information and reassurance.
By understanding when to engage, when to withhold and how to use your website effectively, you can navigate crises with confidence, safeguarding your organization’s reputation and the well-being of those you serve.