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Crisis Communications:

Crisis Communications:. The Lesson of Three Mile Island Unit 2. Presentation to the National REP Conference Ralph DeSantis, TMI Communications Manager. Where were you on March 28, 1979?. “ We have a radiation emergency at Unit 2 and it’s serious.”. Meltdown of Public Trust. Lack of:

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Crisis Communications:

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  1. Crisis Communications: The Lesson of Three Mile Island Unit 2 Presentation to the National REP Conference Ralph DeSantis, TMI Communications Manager

  2. Where were you on March 28, 1979? “We have a radiation emergency at Unit 2 and it’s serious.”

  3. Meltdown of Public Trust Lack of: • Adequate Emergency Plans • Crisis Communications Plans • Conflicting and Confusing Information

  4. Unique Aspects of TMI Accident • Magnitude of emergency • Lack of knowledge about radiation • Prolonged time of crisis development • Media inexperience with nuclear energy • Multiple sources of information

  5. Company & Government Not Prepared for Media Onslaught

  6. Company & Government Not Prepared for Media Onslaught • 300-400 reporters on scene • Overall complexity of event • Skepticism • Demand for immediate news • Growing understanding often mistaken for cover-up • “What if” questions • “Maybe” answers

  7. Information Voids Will Be Filled • Constantly changing story • Wide variety of sources sought • Conflicting messages led conclusion media was problem

  8. Multiple Sources of Information • Utility • State • Federal agencies • Individuals and interest groups • Media • Best information: source/site

  9. What you need to learn from TMI • Don’t become complacent • Assure accurate, complete and timely information • Prepare systematic Public Information program • Place credible source in front • Recognize beliefs, emotions and politics color perceptions

  10. Competent Informed Convey facts Easy to understand terms Cognizant Be at the scene Address real and potential off-site consequences Credible spokespersons are:

  11. Be Candid • Admit uncertainties • Act on best estimate of situation • Be Non-Judgmental • Refrain from making “value judgments” • Don’t point fingers • Maintain Credibility • Don’t speculate • Be accurate, honest and reasonable SpokespersonGuidelines:

  12. Impact of the TMI-2 Accident Negative Impacts • No new nuclear power plants ordered in U.S. since 1979 • Increased public concern over nuclear power

  13. Impact of TMI-2 Accident PositiveImpacts: • Comprehensive and coordinated emergency plans: • nuclear plant • municipal • county • state • Dedicated emergency facilities • Trained emergency responders

  14. Positive Impacts of TMI-2 Accident - The Lessons Learned • Crisis communications plans • Trained spokespeople • Joint Public Information Center

  15. Positive Impacts of TMI-2 Accident - The Lessons Learned • Much improved safety performance of nuclear plants through better training • Single-minded attention to the operation of nuclear plants • Improved operational performance of nuclear power plants

  16. Questions

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