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Bus Crash Ppt (2)


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Crisis Communications PPT for reputation management course.

Crisis Communications PPT for reputation management course.

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  • 1. Bus crashSeptember 19,2001crisis exercise
  • 2. FACTS
    CRASH SITE- I-24, EXIT 110, Manchester,Tennessee
    60 miles Southeast of Nashville
    Greyhound Route 37 (Nashville to Atlanta)
    36 passengers on board
    Crash 9:37 am (Eastern time)-25 min. ago
    Police say passenger repeatedly asked driver for the time and then slit driver’s throat; driver loses control
    Bus rolled over in highway median
    4 fatalities
    Some passengers taken to local hospital-no info on injuries, names or location of hospital.
  • 3. Correcting the Problem
    You tell the CNN producer that you will talk giving only the information you have available and what you plan to do for victim’s and their families. Give out 1-800-number on air.
    Make the appearance short and let them know more information will be available within the hour. KEEP THAT PROMISE.
    send one spokesperson to scene to handle the media, families, and get info from doctors to give back to HQ.
    Coordinate with the NTSB on routes, facilities, buses, locations. Help national effort in making sure this event is contained to Tennessee. Notify FBI of names, numbers and people to help in the effort of locating trouble spots.
    Have all buses report to nearest Greyhound facility where passengers can unload and get food and aid. Release a report to all facilities informing travelers and staff of the situation.
    This crash could damage the reputation if we don’t convey the tragic death of driver and injuries of passengers. It could further damage reputation if we don’t display the care, safety and concern of passengers. Updating on medical conditions of passengers-paying for emergency care of passengers and cooperation with families seeking information about passengers.
    The organization defends its reputation by sharing information about how safe bus travel is for the average user. You defend reputation by showcasing care and concern of those affected by this tragedy. Continue to investigate, stop services so other passengers/riders are not at risk. Be honest and upfront.
  • 5. Strategy
    People should be alerted to report any suspicious behavior. See something/Say something.
    Actions taken by company include informing passengers of the situation, allowing them to contact their families on the road or at nearby facilities, medical attention if need be, and alternatives to finish their travels on airlines or other methods.
  • 6. Audience
    Audience we need to connect with is the traveling public and general public to let them know buses are safe for travel.
    Government audiences for investigative purposes (NTSB)
    Audience needs are information, medical attention for those on the crash site, updates and access to families (1-800 number)
  • 7. Messages
    Working policy for safe travel
    Putting general public at ease with continued information about accident and relief for victims.
  • 8. Manchester Location
    AddressHULLETTS SHELL SVC617 WOODBURY HWYManchester, TN 37355
    Telephone NumbersMain: 931-728-6348Greyhound Package Express: 931-728-6348Greyhound Charter: 800-454-2487
    Hours Of OperationHours of operation subject to change. Please call to verify hours before making travel arrangements.Station Monday-Thursday: 24 hoursFriday-Saturday: 5:00 am-10:00 pmSunday: 24 hoursHoliday: Closed
  • 9. Media
    Reporters will be covering story from crash site
    Reporters will research similar accidents in Greyhound history.
    Possible follow up stories will be safety concerns of bus stations, highways, metal detectors, driver training and defensive driving.
  • 10. Spokesperson
    VP of Operations at the crash site
    CEO at headquarters to address initial response of accident
    Driving instructor of Greyhound
    Safety/Terrorist expert
  • 11. Organization Response
    Press release will have map of accident, date and time of accident with number of passengers on board, type of bus in accident.
    No information about driver accept age and years of service until next of kin is notified.
    Safety procedures in place to make passengers safe
    1-800 number for aid, updates, info (Greyhound)
    Counselors for passengers and families