DENMARK Law and Practice Contributed by: Jacob Skude Rasmussen, Nicholas Rahui Webster Rømer and Lars Møller Haase, Gorrissen Federspiel
6. Communication 6.1 Co-Ordination of Communications The co-ordination of communication – both externally and internally – is usually done by the crisis management team in co-operation with the company’s public affairs team. It is com- mon to have a unified communication channel, including a spokesperson. Depending on the company, the spokesperson may be a member of the management, a public affairs employee, or the leader of the crisis management team. Com- panies may engage an external public affairs agency to provide input on media strategy and stakeholder management. Likewise, companies may also reach out to business organisations, such as the Danish Chamber of Commerce and Danish Industry, to receive guidance. Commu- nication towards authorities may also be part of the advice given by external legal counsel. For most areas, the company is obliged to answer inquiries by the competent authorities as part of the authorities’ supervision. 6.2 Internal Communication See 6.1 Co-Ordination of Communications . The key stakeholders include senior manage- ment and department heads. Depending on the media coverage of the crisis, the company may also want to communicate the company’s handling and view of the crisis to all employ- ees. Communication can be important to com- fort employees, eg, by dealing with potential
sistency and accuracy through centralised com- munication teams. 6.4 Investor Relations This depends on the type of company. For com- panies listed on the stock exchange, the compa- nies communicate with investors through regular updates and financial reports, maintaining con- fidence through transparency and engagement. Listed companies are covered by the rules in the Market Abuse Regulation (MAR). 6.5 Customer Relations Companies address customer concerns through dedicated communication channels like custom- er service hotlines, email updates and a dedi- cated website for the specific crisis. A dedicated website may include information on the nature of the crisis together with the handling, the involve- ment of relevant authorities, and the impact on the customers. 6.6 Communication to Employees See 6.2 Internal Communication . 6.7 Communication With Affected Parties Companies create specific communication channels for affected parties, using methods like dedicated websites and hotlines for direct communication. If the crisis involves a leak of personal data, companies are required to notify the affected persons. 7. Learning From Past Crises 7.1 Post-Crisis Review: Learning Lessons Companies conduct post-crisis reviews involv- ing key stakeholders to analyse responses and identify improvements. Lessons learned are
rumours concerning the crisis. 6.3 External Communication
Effective strategies for external communication include press releases, social media updates and other written communication, ensuring con-
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