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Crisis Communications Basics
What kinds of crises are likely?
Natural Disasters Technological crisisConfrontation/Reviews
Organizational MisdeedsIllness/Harm
How many spokespeople do we have?
WORD WILL OUT.
Our functions:
Empathize, reassure and inform
Empathia/Black Swan
Web site• Repository for updates• Place where people can check in or check on loved ones
Phone number• Call if you can’t locate your loved one• Professional grief counselors• Call to find out details—keep our front desk from getting
swamped with curious people
NOTE: Karen OK-ed several slides
While we’re crafting messages…
BP Public Relations @BPGlobalPR Dec 19
Allegations that our oil causes lung disease in dolphins are ridiculous. Plus, blowholes are basically cigar holders. http://on.wsj.com/19y8oNa
Some employees don’t help.
To Do List:
• Task 1: Get the right information (verify facts).
• Task 2: Act quickly.
• Task 3: Remember your main audience.
Get information out
• Hold regular news conferences.
• Post information frequently.
• Expect interview requests.
• If you are interviewed,
– stay on message
– Have someone to keep a record of information we need to retrieve for next news conference
Suggestions
• Use our web News site for posting online updates; share links in social media
• Flash
• Divide the monitoring, or at least separate it from speaking/writing
• PR emergency kits
• Expand ELT mock emergencies