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From BP and its Gulf oil spill to Paula Deen and her restaurant scandal to GM and its recent recalls, no company is immune from a potential brand-related disaster. Obviously, the scope and nature of these three examples vary, but the overall results with regard to the brand are the same: Loss of trust in the brand and a consequent loss of revenue.

Knowing how to respond to these situations is the key to reducing the chaos that can follow. That means you need a communication plan to calm nerves and let the public know the steps you’re taking to address the issues. If your emergency response plan doesn’t include a plan for communication, it should. Here are a few ideas to help you develop a communication strategy for your business:

Point of contact

First, you need a “point person,” someone who understands your business and can respond to media inquiries and public concerns. A PIO is a good choice for larger companies, but smaller companies without separate media relations staff can appoint someone from their staff to serve the same role. Just be sure the person has a calm personality so they aren’t drawn into defensive arguments.

Method of contact

Develop a list of local and media personnel to contact in case of a disaster, then decide: Would your company issue a press release? Hold a press conference? How would you respond to phone calls, emails or comments on social media sites? What would the general tone be? Also be sure to communicate to employees how they should respond to inquiries about the company in the wake of an event.

Performance measures

Throughout the process, you need to be able to gauge your effectiveness in handling the situation, as well as the ability to change your methods and approach as need to ensure your company is responding appropriately.

The scope of an emergency response plan can vary greatly based on the size of the business and the risks it faces. But no matter what size business you own or operate, a communication plan can play an important role in mitigating loss following a disastrous event.

ERM, or enterprise risk management, has become increasingly popular in recent years as businesses of all sizes have embraced the comprehensive approach that involves continual input aimed at managing all risks faced by a company. But before you can develop strategies to address emerging risks, you need to build a framework that can provide your company with an overall assessment of its risks and its risk level.

When building an ERM framework for your company, think of it as a powerful viewing platform that lets your business gain an overall appreciation for the risks that must be addressed throughout the entire company. Not sure how to begin? Here are a few guidelines to get your started:

* Appoint a steering committee.
Establishing a committee to oversee the entire process will help your company stay focused on the end goal and it will also help avoid duplication of effort that can wind up costing time and money.

* Assign responsibilities.
Assign the roles and responsibilities of all the key players who will contribute to your ERM plan. To avoid confusion, roles and responsibilities should be clearly defined and written down for review and reference.

* Identify risks and prioritize them.
Ask for input from all your ERM participants to determine which risks are most pressing, and decide the order in which every risk should be addressed before developing mitigation plans.

* Design plans to monitor and report actions and results.

Unless you track your results and outcomes, you won’t know what’s working and what’s not. Have a system in place for regular reporting so all team members can be held accountable.

ERM is a dynamic and ongoing process designed to evolve with your business. To ensure the best outcomes for your business, reviewing your ERM program should be a continuous event that involves stakeholders from all levels. Yes, it’s work — but it can provide tremendous benefits.

During the last five years, companies around the world have become much more interested in investing in their risk management capabilities, according to a report published by management consulting company Accenture. Moreover, these capabilities are being developed in line with business’ growth strategies to help businesses compete more effectively and more efficiently.

Why the increased interest in risk management? The ever-changing shape of the world marketplace is a primary driver. Businesses know that to remain profitable, they need to increase their activity globally, and that means far greater exposure to a far wider range of risks than ever before. What’s more, as businesses grow and operations expand their own borders, the need for a coordinated risk management approach becomes essential. And of course, being active in the electronic space — whether through a company’s own corporate website or through interaction on social sites — means exposure to an entirely different set of risks like fraud and espionage which are only now beginning to be truly appreciated.

But there’s something more: Today’s businesses are embracing greater risks than they were a few years ago when the economy was topsy-turvy. Instead of being reactive when it comes to risk, companies are becoming proactive, the report notes. Now, risk is viewed more as a potential opportunity for growth — a “competitive advantage,” according to the report — and businesses are balancing those opportunities by establishing strong risk management programs both to evaluate risks and to prevent reckless behaviors that could put the company in jeopardy. Managed properly, risk can enable companies to move into new markets more quickly and more successfully, and they can also provide the impetus for undertaking new, profitable ventures.

This new view of risk management as a driver of strategic planning means businesses need to implement strategies that are responsive and flexible to enable them to evolve as the marketplaces shifts. The bottom line: If you want to remain competitive in the markets of tomorrow, you need to invest in a risk management plan that’s firmly aligned with your business’ goals and needs to ensure a strong and profitable future.

Retail establishments often operate with some very slim margins, so having a comprehensive and flexible risk management system in place is critical. Here are five steps to help you implement a strong system:

1. Establish a social media policy.
Tapping into social media — and using it correctly — can yield great results for your business by allowing you to communicate directly with your customer base. Protect your brand by establishing a social media policy that helps your employees understand how to consistently communicate with customers, especially when responding to complaints.

2. Consider cloud-based risk management software.
Once relegated to major corporations with deep pockets, today’s cloud-based software options offer flexible user-based pricing that keeps start-up costs lower. And because it’s cloud-based, there’s no need for an in-house IT department.

3. Encourage communication.
Make every effort to break down barriers that can lead to miscommunication, errors and costly duplication of effort. Using a team approach to tackling problems not only helps achieve greater efficiency, but it also helps build strong bonds among employees and management.

4. Document, document, document!
Unfortunately, more and more often, claims wind up being dragged into court. If that happens, you want to be sure you present the strongest case possible. That begins by having good documentation to prove you’ve done your due diligence. Be sure all your policies and procedures are written down, and take copious notes during interactions between your business and the “other” parties.

5. Have a risk triage system in place.
Prioritizing risk management issues is the best way to make sure every concern gets the attention it deserves. When a potential or existing risk is identified, put in on your list in order of importance and review your list frequently to prevent minor incidents from becoming major claims.

Revisit and review your system periodically to make sure it evolves with your business, and to ensure your retail business manages its risks as effectively as possible.