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Crisis Communication Plan

Crisis Communication Plan. Therese Grieves Nicole Kato Ashley Lewis Tim Lussier. Crisis Communication Plan. Therese Grieves Nicole Kato Ashley Lewis Tim Lussier. Agenda. Why do you need a CCP? Crisis inventory 24 sections of the CCP Summary Q&A. Why do you need a CCP?.

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Crisis Communication Plan

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  1. Crisis Communication Plan Therese Grieves Nicole Kato Ashley Lewis Tim Lussier

  2. Crisis Communication Plan Therese Grieves Nicole Kato Ashley Lewis Tim Lussier

  3. Agenda • Why do you need a CCP? • Crisis inventory • 24 sections of the CCP • Summary • Q&A

  4. Why do you need a CCP? Prevent fatalities and injuries to employees and the public Provide guidelines for decision making Ensure accurate, consistent, and timely communications Protect the HPFEB’s reputation, and support rebuilding efforts

  5. Crisis Inventory

  6. Sections of a CCP

  7. CCP Introduction • Written by: • HPFEB Executive Director Gloria Uyehara • Purpose: • To persuade employees to take the CCP seriously

  8. CCP Introduction • Stresses: • Effective federal coordination and communication is essential to maintain control of events when a crisis strikes • Defines: • Authorities and responsibilities of federal agencies to protect personnel and provide direction

  9. Acknowledgements “By signing this statement, I confirm that I have read and understand this CCP and will be prepared to put it into effect.”

  10. Rehearsal Dates NOTE: All rehearsals will include professional media training

  11. Purpose • Provides operational structure, guidance, and the assignment for responsibilities • Provides a unified message of dismissal, evacuation, or cancellation of scheduled work hours, or will recommend alternatives from the normal daily work schedule (such as telecommuting) to the federal agencies located in the State of Hawaii

  12. Objectives Disseminate timely HPFEB decisions to all participating federal agencies concerning natural or manmade disasters regarding the dismissal of federal employees Communicate effectively to all federal employees (and their families) during a crisis through different mediums, including the news media, Internet, and social media sites with the goal to protect federal employees Maintain an honest and reliable reputation with related publics throughout and after the crisis

  13. List of Key Publics INTERNAL PUBLICS • Federal Executive Board Members • Federal Employees • Director of FEB Operations, U.S. Office of Personnel Management • Executive Director, San Antonio FEB

  14. List of Key Publics EXTERNAL PUBLICS • News media • Key Congressional officials • Key State officials • Key City and County officials

  15. Notifying Publics “No notice” emergency Tsunami Earthquake Volcanic eruption (Big Island) Flooding Terrorist attack Industrial chemical release “Developing” emergency Hurricanes Impact to federal workplaces during scheduled events Pandemic influenza incidents Personnel or civilian crisis

  16. Notifying Publics cont. The CCP provides a system for contacting each public. This includes emails, conference calls, a phone tree, website updates, Facebook updates, and Twitter updates. For example: • HPFEB Executive Director contacts: Federal agency heads News media • HPFEB Executive Director initiates contact with: Members of the CCT The HPFEB chairperson • The Director of FEMA PAO may contact: Hawaii Civil Defense

  17. Notifying Publics cont. • The CCT will consider the damage and/or risk of the emergency on federal workers and federal property. The CCT will then make the decision to recommend curtailment of federal operations. • The CCT will select one of the prepared media announcements or will modify or develop the announcements for the media and federal agency directors. • The CCT will continue to meet in person during the course of the emergency to oversee the implementation of the CCP and to coordinate additional guidance for federal employees.

  18. Crisis Communications Team • Crisis Communications Team Manager • Executive Director Gloria Uyehara • Assistant Crisis Communications Team Manager • Director of Federal Management Agency PAO Colby Stanton • Crisis Communications Control Center Coordinator • Deputy Director Toni Allen • Supporting Public Affairs Personnel • Public affairs officers: General Services Administration, and Asia-Pacific Center for Security Studies (TBD) • Member of National Oceanic and Atmospheric Administration (TBD)

  19. Crisis Directory This plan contains all members of the CCT, key managers in the organization, and key publics and organizations along with titles, business and home numbers, cell phone numbers, fax numbers, and email addresses. For example: • Crisis Communications Team • HPFEB Board Officers and Policy Committee • Director of Operations U.S. Office of Personnel Management

  20. Spokesperson Primary Spokesperson: Rear Admiral Charles Ray Fourteenth Coast Guard District First Alternate Spokesperson: Executive Director Gloria UyeharaSecond Alternate Spokesperson: Deputy Director Toni Allen

  21. List of Emergency Personnel and Local Officials • This is a list of police, fire officials, medical centers, and other emergency organizations that need to be contacted during a crisis. • Medical Centers • Utilities • State Civil Defense • Key Federal Officials

  22. List of Key Media

  23. List of Key Media • Radio Stations -KSSK 92.3 FM -KUMU 94.7 FM -KRTR 96.3 FM -KHPR 88.1 FM -KDNH 98.5 FM

  24. List of Key Media • Television News Stations • KHON 2 News (Fox) • Hawaii News Now (KGMB – CBS) (KHNL – NBC) • KITV 4 News (ABC) • HPB Hawaii (PBS)

  25. List of Key Media • Internet newspapers • Hawaii Reporter • Honolulu Civil Beat • Hawaii Free Press

  26. List of Key Media • Newspapers • Honolulu Star-Advertiser • Pacific Business News • MidWeek • Honolulu Weekly • Magazines • Hana Hou • Honolulu Magazine • Hawaii Business Magazine • Pacific Edge Magazine

  27. List of Key Media • Wire News Services • AP Hawaii • Blogs • Hawaii Blog • Non-Stop Honolulu • iLind.net • Hawaii Vacation Blog • Bytemarks Cafe

  28. Spokesperson for Related Organizations In the event of a crisis, a spokesperson outside the federal government may be questioned regarding the federal governments response to the crisis. With prior coordination from the FEB these spokespersons can reinforce key messages and lend credibility to the federal response. For Example: • Spokespersons for the Governor of the State of Hawaii and the Mayor of the City and County of Honolulu.

  29. Crisis Communications Control Center In the event of a crisis, the primary crisis communications control center would be at the headquarters of the Honolulu-Pacific Federal Executive Board. PrimaryHonolulu-Pacific Federal Executive Board300 Ala Moana Boulevard Suite 4-123Honolulu, Hawaii 96580(808) 541-2637/2638Alternatives Headquarters Fourteenth Coast Guard District300 Ala Moana Boulevard, 9th floor Honolulu, Hawaii 96850 Federal Emergency Management Agency, Pacific Area Office 546 Bonney Loop, Building 520Fort Shafter, Hawaii 96858

  30. Equipment and Supplies For Crisis Communications Control Center

  31. Pre-gathered Information The CCP provides various documents that may be needed during a crisis. Keeping these documents in multiple locations will ensure availability. For example: HPFEB Constitution HPFEB History Map of HPFEB Location HPFEB Fact Sheet Biography: Rear Admiral Charles Ray, Chair Biography: Colby Stanton, CMT Vice Chair Biography: Gloria Uyehara, HPFEB Executive Director Biography: Toni Allen, HPFEB Deputy Director

  32. Key Messages • All messages start with • “This is an advisory notice for federal agency employees from the Honolulu Federal Executive Board.” • Examples of prepared emergency announcement include: • Federal agencies open • Federal agencies open but under unscheduled leave policy • Federal agencies open under an adjusted home policy/unscheduled leave policy • Federal agencies operate under the Early Dismissal Policy • Early dismissal • Telework • The CCP has provided HPFEB with prewritten messages to be used during a crisis. This CCP incorporates Dr. Covello’s key templates when pertinent (i.e., KDG, CCO).

  33. Website Websites are good places to post information to prevent calls to the office.

  34. Blogs and Social Media Monitor blogs and social media for awareness CCP has included recommendations: Facebook: Updated to timeline (latest version) Twitter: Continue use of Twitter Prepare 140 character blast messages Blogs: Monitor blogs for awareness Start a blog

  35. Facebook

  36. Trick Questions • Spokespersons must be prepared to answer challenging trick questions. • For example: • “Was it the Federal Governments fault that the crisis occurred?” • “Has the Federal Government failed to plan for this or was it the State Governments fault?” • “Why didn’t you do more to prevent this crisis?” • Included: • Checklist for news conference

  37. List of Prodromes • DEFINITION: n.pl.pro·dromes or pro·dro·ma·ta (-drm-t) An early symptom indicating the onset of an attack or a disease • 9/11/2001 terrorist attacks • D.C. area sniper attacks • Government shut down • Earthquake/tsunami in Japan • Previous earthquakes/tsunamis in Hawaii • Pacific Disaster Center tsunami warnings

  38. List of Related Internet URLs The Honolulu-Pacific Federal Executive Board might need additional information from other organizations websites during a crisis. • Government URLs • State URLs • Civilian URLs • Health Service URLs • Transportation URLs

  39. Evaluation Form • Assessment is a crucial step in evaluating an effective CCPafter a crisis has occurred. • The CCP provides a simple tool to determine what did and did not work. • In addition, the evaluation process can be helpful when planning, preventing, and coping with future crises by analyzing what needs to be improved in the CCP.

  40. Appendix Appendix A: Crisis Communication Press Conference Checklist Appendix B: Spokesperson Opening/Closing StatementAppendix C: Media Advisory Appendix D: Press Release Appendix E: Complete Media List (May 2012) Appendix F: Glossary of Terms Appendix G: Responsibilities of Federal Agencies Appendix H: Incident Information Sheet Appendix I: Telephone Log Sheet Appendix J: HPFEB Organizational Chart Appendix K: Directions from HPFEB to FEMA PAO Appendix L: Telephone Tree Appendix M: Crisis Inventory

  41. Summary • “It’s not a matter of if a crisis hits: it is a matter of when!” • This CCP provides you the essential tools for the HPFEB to communicate efficiently and effectively in a crisis. • The CCP is a living document. • Read it, sign it, and be ready to implement it.

  42. Questions?Comments?

  43. Crisis Communication Plan Thank you for this opportunity Therese Grieves Nicole Kato Ashley Lewis Tim Lussier

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