Media Management & Crisis Communications

1. Media Management &Crisis Communications Michèle A Baron incolumis

2. Communicating with the Media incolumis

3. Communicating with the Media Why? • To take control • Increase certainty with information • Resist attack • Reduce isolation by developing allies incolumis

4. Who do the public trust to tell them the truth? incolumis

5. 7 steps to create a risk communication strategy • Establish a team/network • Decide what you want to achieve • Identify your stakeholders • Decide on the form of consultation • Engage & involve stakeholders • Monitor strategy • Maintain the strategy incolumis

6. 6 guiding principles of a communication strategy • Sound management systems • Robustness • Speed • Messages • Images • Intelligence incolumis

7. Communicating with the Media • Honesty & transparency • Factually correct • Correct mistakes ASAP • Up to date (local) information given promptly • Different audiences within community incolumis

8. Government Information & Communication Service People’s expectations of Government when it communicates with them about risk: • Information • Assurance • Involvement incolumis

9. Crisis communications Within the first hour the public want: • Basic details of the incident • SHE implications • Advice & guidance • Reassurance • Practical implications • How to access information • What is being done to resolve the situation incolumis

10. Crisis communications For the media: • Joint statements of relevant information • Media telephone contact • Media “rendezvous” point at the scene • Formal press conferences & informal briefings • One-to-one interviews incolumis

11. Crisis communications For the media: • Media centre – easily accessible & equipped • Media co-coordinating group • VIP visits • Needs of victims & their families • Media debrief incolumis

12. Crisis communications • GNN -The Government News Network • RMEF’s - Regional Media Emergency Forums • BBC – Connecting in a crisis incolumis

13. Avoiding pitfalls • Causing concern, alarm or panic • Over-categorical assurances • Leaving information gaps • Providing complicated material • Using jargon • Ignoring issues of public concern • Appearing to have all the answers incolumis

14. Is the information needed? “NOT TO BE USED AS A HAIRDRYER” on a hot air paint stripping gun incolumis

15. Is the information needed? “INSTRUCTIONS FOR USE: OPEN PACKET, EAT NUTS” on a packet of nuts served during a flight incolumis

16. Is the information clear? NO SMOKING REGULATIONS APPLY HERE incolumis

17. Is the information clear? FOR IMPROVED ELEVATOR SERVICEWALK UP ONE FLOOR OR DOWN TWO incolumis

18. Is the information clear? Sign at south end of Tyne Tunnel Tolls Apply Lorries ……………………………………….Cars………………………………………….. No entry for pedestrians, pedal cycles, or horse drawn vehicles NO ENTRY WITHOUT PAYMENTPay at other end incolumis

19. In conclusion • Good communication is key • Work with the media – not against it • Test & maintain the communication strategy incolumis

20. Thank you for your attention incolumis

21. Contact details & Bibliography Michèle A. Baron M.Sc MCIEH FRSH MIOSH SpDipEM Trading as “incolumis” Safety, Health & Environmental Consultancy Services Tel/Fax: 020 8313 1115 Mobile: 07813 697470 E-mail: michele.baron@virgin.net Bibliography: Government Information & Communication Service - “Communicating Risk” Cabinet Office Civil Contingencies Secretariat - “Responding to Emergencies” incolumis