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  • Crisis and Communication

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    ray
    5 visualizações9 páginas
    The document discusses crisis management and communication. It defines a crisis as an event that threatens the very existence of an organization and can have long-term negative impacts, while an issue is anything less serious but can become a crisis if mishandled. When a crisis occurs, an organization should activate its crisis team, gather facts, activate command centers and crisis plans, and communicate clearly. Effective coordination between management, operations, and communication responses is key to responding to a crisis. After a crisis, an organization should review its response and prepare for future risks.

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    crisis and communication

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    The document discusses crisis management and communication. It defines a crisis as an event that threatens the very existence of an organization and can have long-term negative impacts, while an issue is anything less serious but can become a crisis if mishandled. When a crisis occurs, an organization should activate its crisis team, gather facts, activate command centers and crisis plans, and communicate clearly. Effective coordination between management, operations, and communication responses is key to responding to a crisis. After a crisis, an organization should review its response and prepare for future risks.

    Direitos autorais:

    © All Rights Reserved
    Baixe no formato PPTX, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    5 visualizações9 páginas

    Crisis and Communication

    Enviado por

    ray
    The document discusses crisis management and communication. It defines a crisis as an event that threatens the very existence of an organization and can have long-term negative impacts, while an issue is anything less serious but can become a crisis if mishandled. When a crisis occurs, an organization should activate its crisis team, gather facts, activate command centers and crisis plans, and communicate clearly. Effective coordination between management, operations, and communication responses is key to responding to a crisis. After a crisis, an organization should review its response and prepare for future risks.

    Direitos autorais:

    © All Rights Reserved
    Baixe no formato PPTX, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    de 9

    Crisis Management & Communication

    Is It a Crisis or an Issue?
    • Crisis
    – Threatens very existence of organization

    – Long term negative impact on core mission

    – Immediate negative impact on operation

    – Loss of life or serious injury

    • Issue
    – Everything else

    • Mishandled, an issue becomes a crisis

    • Usually the most damaging crisis

    • An issue or a crisis does not get better with time


    Weathering the Storm

    • Activate the crisis team

    • Gather the facts

    • Activate command/media center

    • Activate crisis plans

    • Communicate!
    Organizational Crisis and
    Responses
    The Key Factor: Effective Coordination among the three Responses

    Management
    Response

    Operational Communication
    Response Response
    Crisis Responses
    Management Communication
    Operational Response
    Response Response
    • Mobilize Crisis • Implement • Employees at all
    Team Emergency Response Locations
    • Confirm Crisis Procedure • Families of the
    Severity • Protect Employees Affected Employees
    • Brief Senior and Business • Strategic Partners
    Executives Operations • Government and
    • Adjust and • Assess the situations Regulatory Bodies
    Implement Crisis • Report to the • Media
    Response Plan Headquarter • Community and
    • Prepare for External Other Stakeholders
    Communication
    Communicate!
    • Identify your audiences

    • Designate spokespersons

    • Develop messages/talking points

    • Deliver messages and the facts

    • Control information flow

    • Do NOT create “information vacuum”

    • Respond to media quickly and honestly

    • Manage the message


    The Message
    • It isn’t spin (but plain and simple)

    • It certainly isn’t lying ( but truth and reality)

    • It isn’t ducking (but straight)

    • It is putting facts into context

    • It is using every opportunity to deliver key messages


    Managing the Message in Crisis
    • Tell the truth

    • Push the facts

    • Set the context

    • Be confident

    • Be in control

    • Dispel Rumors

    • Understand the situation

    • Address questions or concerns directly


    After The Storm
    • Conduct a media review & analysis

    • Compile lessons learned

    • Debrief the crisis team

    • Perform future risk assessment

    • Practice, practice, practice

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