Emergency planning

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  • 1. Monday morning… You’ve just walked in the door… You got your cup of coffee… You reach the office… …and the phone rings… June 1, 2001 Dr. K.A. Crooks 1
  • 2. Welcome to my world! June 1, 2001 Dr. K.A. Crooks 2
  • 3. Crisis Management Crises: • Can usually be predicted • Always interrupt normal routines • Frequently interrupt chain of command • Often separate the professional from the hack. June 1, 2001 Dr. K.A. Crooks 3
  • 4. Crises can be • Violent • Non-violent • Acts of nature • Intentional • Accidental • Fast or slow in developing June 1, 2001 Dr. K.A. Crooks 4
  • 5. Best Crisis Management: Anticipation! • Brainstorming with management • Ongoing issues management • Monitoring crises that occur elsewhere. In other words: Good INTELLIGENCE!! June 1, 2001 Dr. K.A. Crooks 5
  • 6. Communication Climate: • Influences crisis response • Can inhibit or encourage rumors • Impacts how information is disseminated June 1, 2001 Dr. K.A. Crooks 6
  • 7. Crisis/Emergency Elements • Prodromes • Onset of problem • Recognition lag • Recognition threshold • Resolution lag • Resolution June 1, 2001 Dr. K.A. Crooks 7
  • 8. A Good Crisis Plan: • Is communicated beforehand to managers • Is reviewed at least annually • Identifies and internal crisis team • Identifies a single spokesperson • Includes internal and external publics June 1, 2001 Dr. K.A. Crooks 8
  • 9. Restrictions on Successful Crisis Management: • Extent of crisis often unknown • Public, audiences often hard to identify • Causes of crisis hard to identify • Trauma, fear, anxiety of situation • Information difficult to obtain • Decisions made under extreme stress • Organization’s credibility is at stake. June 1, 2001 Dr. K.A. Crooks 9
  • 10. Communications also may be hindered by: • Ignorance • Arrogance • Bad Judgment • Negligence • Fear of results June 1, 2001 Dr. K.A. Crooks 10
  • 11. Media are a priority • Honest, open communication required • Important to convey concern as well as fact • TV/radio enable live coverage of fact. Internet – near real-time coverage. • Media customs, roles differ across cultures. • Media needs differ – TV, for example, needs electricity, lines of sight. Print reporters may need phone lines for telephone and… June 1, 2001 Dr. K.A. Crooks 11
  • 12. News Media • Understand their needs • Make them understand yours • Know your facts, express your concerns • Keep them under control – for their sake as well as your own • Be professional, courteous, calm and under control – never speculate! June 1, 2001 Dr. K.A. Crooks 12
  • 13. Remember your priorities… • Victims • Their families • Other employees • The community • The company and its publics • The rest of the world. June 1, 2001 Dr. K.A. Crooks 13
  • 14. Rumors! • Are a major concern in a crisis • The longer the crisis, more plentiful the rumors • Can be controlled by providing facts • Can be controlled by feeding grapevine • Therefore: keep a watch for rumors, have a rumor hotline, and squash rumors as soon as they appear – as hard and fast and through all media and means possible. June 1, 2001 Dr. K.A. Crooks 14
  • 15. Test Review! The Test is Monday!! • Remember the Rule of Four • Give yourself a multiple choice test • There is 40 questions on the test • Remember – after end-of-class today, there is no excuse for not being here on Monday (outside of university-approved absence). • Remember – on Monday (June 4), bring a number-2 pencil and your ID! Oh, and don’t cheat. June 1, 2001 Dr. K.A. Crooks 15