Oklahoma Department of Emergency Managment

1. Oklahoma Department of Emergency Managment Crisis Communications

2. We have a disaster We have media

3. We have media We have a disaster

4. Opportunities for Crises

9. Extreme Construction

10. Work Place Shooting

11. Why care about media relations? • Duty to keep public informed • Media offers a realistic way • mass distribution • redundancy of message • immediate access • important partnerships

12. Crisis Communication • Public judges official response early in disaster • Reputations of organizations are established, lost during crises • Action, inaction is judged by all stakeholders • Official response sets tone for days, weeks to come

13. Crisis Communication • Quick response protects organization’s reputation, trust and confidence of stakeholders • Rumors, misinformation may surface if you do not respond quickly! • Saying a little is better than saying nothing at all

14. Bottom Line for a Successful Information System Getting the RIGHT information To all of the RIGHT people At exactly the RIGHT time SO THEY CAN MAKE THE RIGHT DECISIONS

15. If not you … WHO is telling your side of the story?

16. The Bubba Factor He’s always happy to speak on your agency’s behalf

17. What media does in a crisis • Finds out quickly – sometimes before you! • Takes over your community • Instantly turns a local event into a national, international event

18. Satellite City

19. Round the clock coverage means round the clock public information

20. If used effectively, media can... • Disseminate warning messages • Keep citizens updated • Help an organization get the resources, supplies and volunteers they need • Help ensure all government’s response/recovery actions are remembered

21. Before a Disaster

22. Before a Disaster – PLAN! • Public information plan • Identify a public information officer • Training! • Social media plan • Who is authorized to use SM on behalf of your organization? • Crisis communications plan • Who is the backup?

23. Why have a plan? • Outlines roles, responsibilities, and protocols to guide information sharing during an emergency or crisis • Creates consistency • You don’t want to be making these decisions WHEN a crisis occurs

24. Have a plan • Establish media policy and crisis communications plan • Spokesperson • Approval process • Release of statements/news releases • News conferences, briefings • Crisis communication • Share with staff

25. Before a Disaster • Work with partners on awareness and messaging efforts

26. Know Your News Mediums • Internet • 24 hour coverage • Radio • More news cycles, less detail for each • Sound bites average 10-15 seconds • Newspapers • More detailed • Average 12-15 column inch story • Many use video now • Television • Story with voice over video 20-30 seconds / Packages average 60 to 90 seconds • Always looking for good visuals • May be 24-hour coverage • your sound bite -- 10 seconds or less

27. We Have a Disaster

28. During a Disaster • The State Emergency Operations Center is Activated • Work with partner agencies • Media calls • Situation Updates • Social Media • Rumor Control

29. Crisis Communication • You cannot afford to wait until you know everything when word travels around the world at the speed of light, and the click of the send-key

30. Crisis Communication • If we wait, we lose the ability to determine the outcome

31. Crisis Communication • Failure to Launch Timely Message • Failure to Launch the Right Message

34. Getting Info to the Public

35. After a Disaster • Phoners • Satellite City (or Cities) • On-site interviews • Briefings / News conferences • Events • Rumor control • Situation Updates continue • Your voice mail is full … again

36. Early Messaging • Goal: Provide timely, accurate information despite availability of only minimal details. • Initial media inquiries: • How many outages? • How long before restoration? • Access to area • Damage numbers • Roads closed

37. Release of Info • Stick to protocols for release of information • ME’s office attributes fatalities to disaster, releases names • OHP handles, releases information regarding investigations on wrecks, other incidents • Power recovery time estimates? • Identify local guidance protocols (if they exist)

38. Briefings

39. News Conferences

40. Don’t forget your other publics • Internal staff • City council • State legislators • Governor’s office • Oklahoma’s Washington delegation • Have a plan for how to keep each audience updated

41. Media Access

45. Leadership Message • Statement of Empathy • Actions underway • Emergency Declaration • How the public can help • Any special instructions

48. Lessons Learned

49. Lessons Learned, Reaffirmed • No room for spin -- only empathy and facts • Don’t lie to the media • Don’t show favoritism, except … • Beware of Monday morning quarterbacking • Keep local officials and lawmakers informed • Don’t forget internal publics

50. Lessons Learned, Reaffirmed • Don’t sweat the small stuff • Don’t compare disasters • Local, State politics that existed prior to disaster, remain in place after the disaster hits • Are there really NO STUPID QUESTIONS? • Check your ego at the door