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PIO 101 Class

PIO 101 Class. The Essentials of Crisis Communications Created by: Lisa Allen & Kirsten Clemens. Why are we here?. To understand the role of the PIO To work together better as a team To learn to act as the on-scene PIO. PIO Roles & Responsibilities.

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PIO 101 Class

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  1. PIO 101 Class The Essentials of Crisis Communications Created by: Lisa Allen & Kirsten Clemens

  2. Why are we here? • To understand the role of the PIO • To work together better as a team • To learn to act as the on-scene PIO

  3. PIO Roles & Responsibilities • Provide accurate, timely information to the public and mass media outlets • Create a positive image of the fire department to the public • Ensure the public receives directions for desired action (evacuation, shelter-in-place, etc.) • In a disaster scenario, to provide field command and ECC support

  4. PIO Response/ Expectations • Range of responses • On-duty response • Off-duty response • Primary PIO vs. Back-up PIO • Call our procedure • Dispatch • Contact us at home

  5. Your Public education Division Services • Emergency vs. non-emergency • Emergency • On scene vs. not on scene response • Non-emergency • CMW, website, monthly reports, events • New: survey, newsletter • Emergency Communications Center (ECC) support in large-scale emergencies RESOURCE RESOURCE

  6. Press Release Procedures • What is the purpose of a press release • Who can press release • What approvals are needed to press release • Where to find press release template • G Drive – Groups - Fire -Forms – PIO – Press Release Templates & Resources

  7. Tools for Communication • Emergency Update Hotline • BCTV • RPIN (national PIO website for mass communications) • City Website

  8. Top 10 Techniques forDealing with Media in a crisis • Know the facts – don’t guess • Rehearse your message • Say it in 12 seconds • Humanize yourself and the Department • Have positive body language • Stick to the subject – don’t ramble • Never go “off the record” • Never say “no comment” • Maintain strong eye contact • Only speak on behalf our your own Department

  9. First Message In a Crisis • SPEED = AUTHORITY • First message to public should include: • Empathy • Confirmed facts • Statement of commitment to helping people • Where people can get more information • Have a key message • Ease public concern • Give guidance how to respond • Build trust

  10. Bridge Your Message Theme #1 BridgeReporters Name 4 sec Answer Question Theme #2 4 sec 4 sec. 8 sec Total Sound Bite Running Time: 12 sec.

  11. Most Commonly Asked Media Questions – the 5 W’s • WHO • Who responded to the fire? Who lives here? • WHAT • What happened? Structure fire? Car accident? • WHEN • What time was the call dispatched? What time did crews arrive? • WHERE • What is the address? What part of the structure is damaged? • WHY • Why did this happen? Is there damage cost estimate?

  12. The On-Camera Interview…

  13. The On-Camera Interview • You’ll do GREAT! • If you mess up, just start over… it’s not LIVE! (ask them what they are going to ask ahead) • Look at the interviewer, not the camera • Try to find the camera crew a safe place with a good back drop (they like action).

  14. Review • The media is a valuable resource • Public information can be communicated in multiple ways, not every call requires an on-camera interview • Your Public Educators are here to assist you, we are a team • If you have to give an interview, follow the tips we provided and you’ll do GREAT!

  15. Questions?

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