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Public Relations Presentation and Communication Skills (2011/10)
Lecture 9Crisis Communications
Developed and Presented by
Roy Ying, Msc., B.Comm.
Note: Pictures used in this power point file
is for academic Purpose only
DA010 - Professional Diploma in Public Relations - COMM6005EP
What do we mean by crisis?
Risk, incident & crisis management
Media protocol & action hierarchy
Emergency Personnel Team
• You – as PR manager
• Spokesperson (1-2)
• Phone team (talk to media)
• Researcher and writer
• Decision maker
• Legal council, if applicable
First determine what’s wrong, e.g.
• Human error
• Clerical error
• Unauthorized procedures
• Inadequate supervision
• Inadequate quality control
• Misuse of confidential information
• Errors of judgement
• Inadequate standard operating procedures
Develop your core message
• You want this message to be heard in every step of how people assimilate news
Prepare different version of core
message for different media
Prepare different version of core
message for different media
Media cycle
Media Statement Preparation
Tell everyone your core message!
1. Emergency Personnel Team
2. Board of Directors
3. Employees
4. Members
5. Other Stakeholders
Example – Michael Jackson
• Died on 25 June, 2009
Crisis communications
• "The world lost a kind soul who just happened to be the greatest entertainer the world has ever known," Randy Phillips, chief executive of AEG Live, said in a statement. "Since he loved his fans in life, it is incumbent upon us to treat them with the same reverence and respect after his death.“
29 June 2009
Emergency crisis media interview
Designated Spokespersons
• Must be a senior officer
• Interest and empathy
• Honesty and authenticity
• Responsive and proactive
• Open to criticism
• A good story teller
Lack of crisis communications
preparation
Interview skill - Bridging• Don’t Know: I don’t know, but I can tell
you…
• Time: That may have been the case in the
past. Now we are…
• Importance: That once was important. What
is most important now is…
• Completing: I think you would have a more
complete picture if you considered…
• Yes and No: No, let me explain. Yes, and
furthermore…
1. A list of the members of the crisis management team
2. Contact information for key officers, spokespeople, and crisis management team members
3. Fact sheets on the company, each division, each physical location, and each product offered.
4. Profiles and biographies for each key manager in your company
7 Must Have Elements in Your Crisis Communication Kit
5. Copies of your company, division and product logos, your press release format and the scanned in signature of your CEO on disk
6. Pre-written scripts answering key questions that you have generated through your crisis scenario analysis
7. Contact information for each of your key media contacts both locally, nationally, and if appropriate, key financial press and analysts.
7 Must Have Elements in Your Crisis Communication Kit
Key considerations
Crisis media strategy should…
Remember…
What NOT to do
Using the 10 golden rules
• Outline what you think the Tokyo Electric could have done a better job in communicating this crisis to the public
Credit: Ike Pigott