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Oklahoma Department of Emergency Managment

Oklahoma Department of Emergency Managment. Crisis Communications. We have a disaster. We have media. We have media. We have a disaster. Opportunities for Crises. Extreme Construction. Work Place Shooting. Why care about media relations?. Duty to keep public informed

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Oklahoma Department of Emergency Managment

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  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

  5. Extreme Construction

  6. Work Place Shooting

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

  8. 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

  9. 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

  10. 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

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

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

  13. 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

  14. Satellite City

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

  16. 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

  17. Before a Disaster

  18. 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?

  19. 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

  20. 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

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

  22. 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

  23. We Have a Disaster

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

  25. 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

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

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

  28. Getting Info to the Public

  29. 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

  30. 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

  31. 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)

  32. Briefings

  33. News Conferences

  34. 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

  35. Media Access

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

  37. Lessons Learned

  38. 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

  39. 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

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