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CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key

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

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  1. CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key

  2. GOALS: • of crisis communication: •  Control information flow •  Establish Spokesperson/train •  Maintain perspective •  Create the news story and organizeresponse

  3. 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

  4. AUDIENCE ANALYSIS Who really needs to know your messaging? Internal Audience External Audience

  5. CRISIS COMMUNICATIONS TEAM •  Identify key members • Train them • Define availability, contact information

  6. BOARD SPOKESPERSON In addition to NPO director, who will speak for BOD?

  7. 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

  8. IDENTIFY • DISTRIBUTION • CHANNELS • Key stakeholders • Staff, BOD, top donors, administration •  Regional media list •  Key media contacts •  Organizations and key • contacts linked to your NPO

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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?”

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