Crisis Planning Chris Faulkner

Defining Crisis a. A crucial or decisive point or situation; a turning point. b. An unstable condition, as in political, social, or economic affairs, involving an impending abrupt or decisive change.

a. A crucial or decisive point or situation; a turning point.

b. An unstable condition, as in political, social, or economic affairs, involving an impending abrupt or decisive change.

3 R s of Crisis Communication R esearch R esponse R ecovery

R esearch

R esponse

R ecovery

Types of Crisis Environmental Technological Violence Criminal Misconduct Managerial Accidental

Environmental

Technological

Violence

Criminal Misconduct

Managerial

Accidental

Benefits of Planning Reduce Stress Demonstrates Confidence Flow of Information Involves Stakeholders Business Continuity

Reduce Stress

Demonstrates Confidence

Flow of Information

Involves Stakeholders

Business Continuity

RESEARCH Relationship Building Emergency Personnel Notification Procedures Communication Procedures Practice

Relationship Building

Emergency Personnel

Notification Procedures

Communication Procedures

Practice

Building Relationships with Stakeholders

Emergency Personnel Team Spokesperson (1-2) Phone team Researcher and writer Business continuity Decision maker Legal council, if applicable

Spokesperson (1-2)

Phone team

Researcher and writer

Business continuity

Decision maker

Legal council, if applicable

Notification Procedures Emergency Personnel Team Board of Directors Employees Members Other Stakeholders

Emergency Personnel Team

Board of Directors

Employees

Members

Other Stakeholders

Communication Procedures Platform Priority Policy

Platform

Priority

Policy

Spokespersons Interest and Empathy Honesty and Authenticity Responsive and Proactive Open to Criticism

Interest and Empathy

Honesty and Authenticity

Responsive and Proactive

Open to Criticism

Bridging Don’t Know: I don’t know, but I can tell you… Time: That may have been the case in the past. Now we are… Importance: That once was important. What is most important now is… Completing: I think you would have a more complete picture if you considered… Yes and No: No, let me explain. Yes, and furthermore…

Don’t Know: I don’t know, but I can tell you…

Time: That may have been the case in the past. Now we are…

Importance: That once was important. What is most important now is…

Completing: I think you would have a more complete picture if you considered…

Yes and No: No, let me explain. Yes, and furthermore…

RESPONSE Emergency Notification Gathering Information Releasing Information Stages of Crisis

Emergency Notification

Gathering Information

Releasing Information

Stages of Crisis

Notification

Gathering Information

Information and the Media

4 Stages of a Crisis

RECOVERY Follow up Proactive storytelling Solidify relationships Adjust plan

Follow up

Proactive storytelling

Solidify relationships

Adjust plan

SITUATIONS

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