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Crisis Communication ManagementPR423,[object Object],Instructor: Sherie Hodds,[object Object]
Crisis Communications: How organizations, companies and individuals cope with the communications aspect of crisis management.,[object Object],The transferring of information to significant publics to either help, avoid or prevent a crisis, recover from a crisis and maintain or enhance an organization’s reputation.,[object Object],A crisis communications plan is essential in every organization.,[object Object],Whether a crisis is big or small, simple or complex, communications must be used to bring about recovery.,[object Object],How should organizations communicate with news media, employees and consumers, or should they?,[object Object],Choose the best possible words to convey a message through the best possible method(s) to the most appropriate public(s).,[object Object]
Evolution of Communications,[object Object],History: From the printed word, to television, to the digital revolution.,[object Object],Although crisis communications has existed since time began, it has only been studied for the last 25 years.,[object Object]
What is a crisis?,[object Object],A major occurrence with a potentially negative outcome affecting an organization, company or industry, as well as its public, products, services or good name.,[object Object],An incident that interrupts normal business transactions and can sometimes threaten the existence of the organization.,[object Object],Examples: strike, terrorism, boycott, product tampering, product failure (Toyota) or any number of other occurrences.,[object Object],Social media has sped things up and changed the playing field.,[object Object],Can affect a multinational corporation, a one-person business or even an individual.,[object Object],It’s essential to plan for the worst and be prepared.  A communications plan and a communications management strategy are crucial.  ,[object Object]
Crisis Management vs. Crisis Communications,[object Object],Crisis Management:,[object Object],How to plan and remove risk and uncertainty from a negative and gain control.,[object Object],Crisis Communications:,[object Object],Creating a dialogue between an organization and its public prior to, during and after a negative occurrence.  Minimizing the damage to the image of the organization and creating a more positive reputation than it had before the crisis.,[object Object],Regardless of the size of an organization, a communications plan is needed as part of a company-wide crisis management plan.,[object Object]
Publics or Stakeholders,[object Object],Positive relationships with stakeholders are critical to building a positive reputation.  Stakeholders can include employees, customers, stockholders, community members, board members, unions, retirees, etc.,[object Object],Public relations is concerned primarily with reputation.,[object Object],Research shows that ongoing positive two-way communication and having a plan is key to avoiding and limiting crises.,[object Object]
The Media,[object Object],See themselves as advocates for the general public.,[object Object],Will likely show up in person in a crisis.,[object Object],Will likely be a PR department’s biggest adversary in a crisis.,[object Object]
Role of Public Relations,[object Object],Should never act independently from the rest of an organization.,[object Object],Provide advice and coaching to executives.,[object Object],When CEOs don’t listen to the PR experts things can go very wrong.,[object Object],The PR department is a key resource in the development of a crisis management strategy and a crisis communications plan.,[object Object],A crisis communications plan leads to more sound problem-solving and decision-making.,[object Object]
Five Stages of a Crisis ,[object Object],Detection – looking for the warning signs,[object Object],Prevention & preparation,[object Object],Containment,[object Object],Recovery,[object Object],Learning,[object Object]
Detection,[object Object],Barton’s prodromes,[object Object],As part of a communications management strategy, organizations should watch for prodromes to prevent a full-blown crisis.,[object Object],When an organization knows about a looming crisis ahead of the media and its stakeholders it is a huge advantage to managing the problem.,[object Object],[object Object]
Prepare a news conference
Notify the crisis team
Call in spokespersons,[object Object]
Crisis preparation,[object Object],[object Object]
A crisis communications plan is the primary tool of preparedness.  It should outline:
Role of each person

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Crisis communications class_pr423_sherie_hodds