1 / 60

Crisis Communications

Crisis Communications. Linda S. Rhodes Virginia Conference Director of Communications. What is a crisis?. What is a crisis?. Crisis: “A situation that puts your organization’s values on trial in the court of public opinion”. What is a crisis?.

alexa
Download Presentation

Crisis Communications

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CrisisCommunications Linda S. Rhodes Virginia Conference Director of Communications

  2. What is a crisis?

  3. What is a crisis? Crisis: “A situation that puts your organization’s values on trial in the court of public opinion”

  4. What is a crisis? Emergency: “A situation that requires immediate attention and may attract the attention of the media and/or public.”

  5. What is a crisis? Controversy: “A situation that calls attention to a divide in the denomination, conference or local church.”

  6. What is a crisis? • Can be good or bad • Most are bad

  7. What is a crisis? • Personnel crisis • Criminal or legal action • Violent acts, demonstrations, death or injuries • Corporate crisis • ‘Perceived’ crisis • Positive crisis

  8. A crisis … • Usually comes suddenly

  9. A crisis … • Usually comes suddenly • Info, key leaders not available

  10. A crisis … • Usually comes suddenly • Info, key leaders not available • Provides opportunity - early

  11. A crisis … • Usually comes suddenly • Info, key leaders not available • Provides opportunity - early • Has a life cycle

  12. A crisis … • Usually comes suddenly • Info, key leaders not available • Provides opportunity - early • Has a life cycle • Impairs judgment, clear thinking

  13. Develop a Plan Best organizations prepare for bad times when times are good.

  14. Why? • Church can’t hide from public scrutiny

  15. Why? • Organization may win in court of law, but lose in court of public opinion

  16. Why? • Without plan, temptation is to delay, stonewall, avoid, be defensive – say “no comment.” • Result is always negative.

  17. Why? • To ignore or refuse media interview at any stage of a crisis is to increase heat, not light.

  18. Why? • When crisis strikes, everything good and positive about organization may be called into question.

  19. Why? • Reputations of churches, districts, conferences can rise or fall, depending on conduct in days and months after crisis.

  20. Goal • Get from event to disinterest as quickly as possible. • Build stronger, more positive reputation for church.

  21. Public expects… • You to care about what happened • To know what you are doing about situation • To know that you will prevent recurrence

  22. Good plan … • …Offers compassion, concern and care for victims, those affected. • …Meets needs of news media. • …Projects positive image for organization.

  23. Crisis Communications Plan • Crisis communications team • Rationale • Objectives • Openness, accessibility • Truthfulness • Responsiveness • No secrets

  24. Crisis Communications Plan • Possible crises • Natural disasters • Criminal acts or legal action • Violent acts, death, injuries • Personnel • “Positive” crises • Perceived crises

  25. Crisis Communications Plan • Spokesperson(s) • Staff assignments • Decision-making process • Guidelines for dealing with news media

  26. Crisis Communications Plan • Audiences – contact lists • Need-to-know (conference, church staff, officers, congregation, others) • News Media • UM disaster response • Others? • Communications channels

  27. Crisis Communications Plan • Computer back-up • Training • Office space • Notification process

  28. Crisis Communications Plan • Media relations • Build working, trusting relationship in advance • Practice • Regular meetings of crisis team

  29. Handling telephone calls • Take written message • Get reporter’s name, media outlet, phone number, deadline • Ask for topic, info needed • Say spokesperson will return call • Don’t answer questions yourself • Be polite, but firm • Keep log

  30. Please,DO NOT say:“No comment!”

  31. On-site reporters • Refer questions to spokesperson (pastor, conference communicator, D.S.) • Don’t be hostile • Don’t give personal opinion • Don’t speak “off the record” • Be polite, but firm

  32. Please,DO NOT say:“No comment!”

  33. Hold Response • Use if not prepared to respond • Buys time • Determine best spokesperson • Gather facts • Consider key messages • BUT get back to reporter ASAP

  34. Hold Response “I want to make sure we give you the most accurate, up-to-date information. What is your deadline? If you give me your contact information, I’ll return your call within the next 30 minutes.”

  35. Hold Response “Our pastor (or designated spokesperson) is knowledgeable about this issue. If you tell me your phone number, deadline and information you need, I’ll have her/him return your call as soon as possible.”

  36. Reporter’s Job • Ask tough questions about issues people care about • Get accurate, up-to-date information • Meet deadlines • Make story interesting and significant

  37. Reporters • Not enemy • Not friend • Professional doing job

  38. Spokesperson’s job • Be reliable, credible source of information • Advocate the church’s perspective • Create positive image • Connect with the audience

  39. HOW? • Be prepared • Have facts • Develop message (“Sound bite”) • Practice, practice, practice

  40. 5 Fs are best approach • Fast • Factual • Frank • Fair • Friendly

  41. What’s your objective? • Always communicate with purpose • Show compassion, concern • Give facts • Explain process, policies • Actions to ensure it doesn’t happen again

  42. Develop your message • No more than 3-4 key points • Keep it short and simple • Positive language • Repetition, repetition, repetition

  43. Examples of Key Messages “This accident has saddened all of us, and we are ministering to those involved and working to prevent it from ever happening again.”

  44. Examples of Key Messages “Our hearts have been deeply saddened by this tragic event. We have a very strong Wesley Foundation ministry on campus that is now offering counseling and care to students and faculty. We have gathered in prayer and concern for all who lost their lives, their families and friends, the administration, faculty, student body and the wider community of Blacksburg.”

  45. Interview preparation • Who is the audience? • What are my main points? • What are facts and examples that support my points? • What might a reporter ask? • How will I respond?

  46. Sound Bites • 6-15 seconds long • Summarize complex issue in simple terms • Don’t use church lingo or acronyms

  47. Sound Bites • Say most important thing first • Briefly elaborate • Explain how it affects audience

  48. Bridging Touch on the question and use transitional phrase to go to your message at every opportunity • “What I can tell you is …” • Let me put that in perspective.” • But it’s important to know that …” • The bigger issue is …”

  49. Bridging “I can’t speculate about the cause of the accident. What I can tell you is the church is fully cooperating with law enforcement officers as they work to determine the cause. Our focus right now is on providing pastoral care and support to church members who were riding in the van and their families …”

  50. Interview Do’s • Practice • Tell the truth (but not everything you know) • Be concise – Short, simple statements • Use positive language

More Related