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Crisis Communications

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Christine Baker, president of CB Creative developed a presentation for Advanced Journalism students on the topic of crisis

Christine Baker, president of CB Creative developed a presentation for Advanced Journalism students on the topic of crisis

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  • 1. Crisis Communications 1
  • 2. Introduction 2
  • 3. What’s a Crisis?“A crisis is unpredictable but not unexpected.” - Timothy Combs But what actually is a crisis? 3
  • 4. It’s not always an event. 4
  • 5. Historical Types of Crises   Natural disasters   Challenges (boycotts,   Malevolence strikes, lawsuits, (kidnapping, product government actions) tampering, terrorism etc. )   Megadamage (oil   Technical breakdowns spills, radioactivity)   Human breakdowns   Organ. Misdeeds   Workplace violence   Rumors 5
  • 6. Crisis Communications  Sub-speciality of PR.  Designed to defend.  Designed to protect a reputation. 6
  • 7. OverviewPrecrisis Crisis Post - Crisis• Scanning • Detecting • Following -up• Assessing situation • Shaping• Designing Tools & • Containing memoriesSystems• Monitoring • Recovering • Assessing effectiveness Learning 7
  • 8. Proactive vs. Reactive An effective crisis communications plan should: · Define response strategies that can be implemented when a crisis occurs; · Assign crisis communications resources and responsibilities; · Enable you to reach target audiences with key messages, and · Launch public information and media relations campaigns immediately during a crisis. 8
  • 9. Pre-crisis Planning  Objective - prevent or lessen the negative outcomes of a crisis and thereby protect the organization, stakeholders, and/or industry from damage   $ loss   reputation loss   identity altered 9
  • 10. Designing Tools & Systems  Select Crisis Management Team (CMT)  Select Spokespersons  Develop Crisis Management Plan  Prepare Crisis Communication System 10
  • 11. Selecting the CMT  A cross-functional group who have been designated to handle ANY crisis  Characteristics of a good CMT   Work together (conflict mgt)   Apply the CMP (manage stress)   Listen to others   Make the right decisions   Communicate proactively 11
  • 12. Selecting the CMT  Typical roles   Legal   Security/safety   PR   Operations   Top Management (CEO)   Victim manager  Make time for training (63% companies do) 12
  • 13. Selecting Spokespersons  Principle - “One voice is more important than one person”  Role - Manage the accuracy & consistency of the messages coming from the organization  Communication should be guided by the 5 C’s: Concern, clarity, control, confidence, & competence 13
  • 14. Develop CrisisManagement Plan  What is it?   A potential action plan   Used during the crisis   Focuses on “how-to”  What it is not?   Overly detailed   Rigid 14
  • 15. Prepare CrisisCommunication System  Physical setup  Prepare tools   Intranet   Internet   Phones  Prepare team 15
  • 16. Managing the Crisis  A. Detecting the crisis  B. Containing the crisis  C. Recovering from the crisis 16
  • 17. Strategic options  Full apology and corrective action - misdeeds  Corrective action  Ingratiation (remind audiences of the org. past good deeds)  Justification - minimize or no serious problems  Excuse - “no control”, “no bad intentions”  Denial - no crisis exists  Attack the accuser - confront, threaten, lawsuit 17
  • 18. Strategic optionsDefensive Accommodative Attack Denial Excuse Justification Ingratiation Corrective Full Accuser Action Apology Weak Crisis Strong Crisis Responsibility Responsibility Rumors Natural Disasters Malevolence Accidents Misdeeds 18
  • 19. Managing Post-Crisis  Assessing effectiveness  Examine records  Look at phases of crisis  Determine changes 19
  • 20. Learning  New protocols and systems  New training opportunities  New personnel 20
  • 21. Questions?  Thank you for the opportunity to present this lecture today.  Christine@cbcreativeinc.com  www.cbcreativeinc.com 21

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