Crisis communication plan assignment
MBAstudent06
CRISISCOMMUNICATION.pptxJulie Zink, Ph.D.
CRISIS COMMUNICATION
What is a Crisis?
An unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization’s performance and generate negative outcomes.
Questions to Ask
What are the worst things that can happen to my organization?
What can we prevent?
What are we willing to do to prevent the event/incident?
Can we afford the risk?
How will we deal with it?
What is the reporting and communication process during the crisis?
Common Mistakes
Inadequate planning
Failure to bring the business into the planning and testing of your recovery efforts
Failure to gain support from senior-level managers
Nine Steps of Crisis Response
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2
3
4
5
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9
Crisis Occurs
Verify situation
Conduct notification
Conduct assessment (activate crisis plan)
Organize assignments
Prepare information and obtain approvals
Release information to media, public, partners through arranged channels
Obtain feedback and conduct crisis evaluation
Conduct public education
Monitor events
3 Keys to Crisis Communications
Honesty
Let everyone on your team know that your integrity is the most valuable commodity you have in a crisis and it must not be compromised.
Speed
The dynamics of a crisis can change based on external events. Once identified, empower your team to make the tactical decisions required to communicate events as they unfold.
Images
People believe what they see over what they hear. You can have great talking points and a great spokesperson destroyed because the words are out of sync with the images coming from the scene.
What the Public Will Ask First
Are my family and I safe?
What have you found that may affect me?
What can I do to protect myself and my family?
Who caused this?
Can you fix it?
What the Media Will Ask First
What happened?
Who is in charge?
Has this been contained?
Are victims being helped?
What can we expect?
What should we do?
Why did this happen?
Did you have forewarning?
Elements of a Complete Crisis Communication Plan
Signed endorsement from director
Designated staff responsibilities
Information verification and clearance/release procedures
Agreements on information release authorities
Media contact list
Procedures to coordinate with public health organization response teams
Designated spokespersons
Emergency response team after-hours contact numbers
Emergency response information partner contact numbers
Partner agreements
Procedures/plans on how to get resources you’ll need
Pre-identified vehicles of information dissemination
