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CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key. GOALS: of crisis communication: Control information flow Establish Spokesperson/train Maintain perspective Create the news story and organize response. Potential CRISES
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CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key
GOALS: • of crisis communication: • Control information flow • Establish Spokesperson/train • Maintain perspective • Create the news story and organizeresponse
Potential • CRISES • ASSESSMENT • Create crisis plan • Who creates it, approves and updates? • Conduct regular review of possible crisis issues or events • Review crisis communication plan
AUDIENCE ANALYSIS Who really needs to know your messaging? Internal Audience External Audience
CRISIS COMMUNICATIONS TEAM • Identify key members • Train them • Define availability, contact information
BOARD SPOKESPERSON In addition to NPO director, who will speak for BOD?
GETTING THE • MESSAGE OUT… • Tools: • Prepared key messages • Immediate public response • (Multi-media: newspaper, radio,TV and online channels) • Announcements • Fact sheets • Backgrounders • News releases • Face meetings • E-mail blasts • Website posts • Social Media
IDENTIFY • DISTRIBUTION • CHANNELS • Key stakeholders • Staff, BOD, top donors, administration • Regional media list • Key media contacts • Organizations and key • contacts linked to your NPO
PARTNERS, • ALLIES • Civic leaders, influentials, legislators • Third party links: police, fire fighters, • governmental agencies, environmental and • community groups, health and safety officials • Media and public credibility
COMMUNICATION • INITIATIVES • Critical first several hours: • Start plan • Collect information • Confirm facts • Define crisis • Inform key stakeholders • Change plan as necessary • Determine key actions • Brief key spokesperson • Prepare media tools • Brief staff
MEDIA RESPONSE Some dos and don’ts… Timely Honest, integrity, willingness to cooperate Never say “no comment….” Clear and concise messaging Cool, low-key, dignified Focus on facts, take the high road Avoid personal attacks, cheap shots Acknowledgement of responsibility, maintain credibility Never cover up Determine reporter’s timeline, deadline, story angle Track coverage, follow-up when necessary
REFERENCE • MATERIALS • Back communications plan with • relevant documentation: • Annual reports, enviro and safety reports • Operational details, record keeping • Emergency response plans and procedures • Facility and employee data
POST CRISIS • EVALUATION, • FOLLOW-UP • Review crisis response: internally/externally • Survey staff • Public perception • Invite feedback from partner-agencies, third parties • Lessons learned: • “What did we do well?” • “What could we have done better?”