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Plan de communication de crise : pierre angulaire du PCA

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Négliger le plan de communication de crise (PCC) peut vraiment nuire à l’exécution du plan de continuité des activités, voire l’affaiblir totalement.

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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Plan de communication de crise : pierre angulaire du PCA

  1. 1. Pierre angulaire de tout bon plan de continuité des activités!Elaine Comeau, MBCI, CBCP8 février 2011
  2. 2.  Un problème qui a un potentiel de perturber ou de détruire le processus normal dexploitation; de créer une menace ou un impact financier important, et qui pourrait nuire à la réputation, ou menacer la sécurité, le bien-être, la santé des personnes, ou lexistence même de lentreprise. Communication de crise- Élaine Comeau 2011/02/08 2
  3. 3.  Une tendance ou une situation qui, si elle devait perdurer ou se développer, pourraient avoir un impact important sur la façon dont l’organisation gère ses activités. Communication de crise- Élaine Comeau 2011/02/08 3
  4. 4.  Souvent considérée comme un processus fragmenté ◦ Mesure durgence ◦ Continuité des affaires ◦ Relève informatique ◦ Communication de crise Apprentissage Préparation ◦ Gestion des incidents Exécution Prévention Communication de crise- Élaine Comeau 2011/02/08 4
  5. 5.  Système de gestion de crise qui a fait ses preuves : Une gestion centralisée pour : ◦ Linformation; ◦ La prise de décision; ◦ Lapport de ressources; ◦ Lallocation des ressources et lapplication; ◦ Suivre l’évolution; ◦ Communication, contrôle et coordination Communication de crise- Élaine Comeau 2011/02/08 5
  6. 6.  Évaluer le sinistre ou les enjeux et prendre les mesures immédiates pour assurer la protection des personnes et des installations touchées et de rétablir les opérations à un niveau acceptable de service. Communication de crise- Élaine Comeau 2011/02/08 6
  7. 7. Communication de crise- Élaine Comeau 2011/02/08 7
  8. 8.  Le coordonnateur (Incident commander), Opérations, Planification et renseignement, Logistique et Finances et Administration peut s’appliquer au cours : ◦ Une urgence mineure, lors de la préparation pour un événement majeur, ou lors de la gestion d‘une catastrophe majeure. Communication de crise- Élaine Comeau 2011/02/08 8
  9. 9.  Incident à petite échelle toutes les fonctions peuvent être gérées par une seule personne, le coordonnateur; Incidents à grande échelle exigent généralement que chaque fonction, ou équipe soit mise en place. (à très grande échelle, peut être mis en place séparément); À la capacité de s’adapter selon les besoins de lincident Communication de crise- Élaine Comeau 2011/02/08 9
  10. 10.  Évaluer la situation; Déployer le personnel pour couvrir les zones critiques; Sassurer que les dispositions sont en place pour informer les employés et pour répondre à leurs besoins dinformation primaire; Gérer les médias et le message; Sensibiliser les intervenants sur les signes du syndrome de stress post-traumatique. Communication de crise- Élaine Comeau 2011/02/08 10
  11. 11.  Le rassemblement des forces de communication externes et internes autour du pivot constitué par la cellule de crise orientera l’Action et assurera la cohérence des messages et l’efficacité des efforts. Communication de crise- Élaine Comeau 2011/02/08 11
  12. 12.  S’attarde autant aux causes qu’aux conséquences; Différentes stratégies pour différentes menaces? Le niveau de détails pour chaque menace; Analyses de risques; Communication de crise- Élaine Comeau 2011/02/08 12
  13. 13.  Menace biologique, chimique, nucléaire, terroriste Scandales, rumeurs malveillantes Panne délectricité, Inondations, glissement de terrain Tremblements de terre, tsunamis, ouragans, volcans Incendies, explosions, incendie de forêt Épidémie, pandémie Orages, tornades, températures extrêmes Crise administrative : arrêt de travail, acquisition, fusion ou fermeture, faillite, scandale financier, perte d’un employé clé, changements majeurs dans votre secteur d’activités Poursuites judiciaires, accusations diverses Accidents divers Dommages à la réputation institutionnelle Communication de crise- Élaine Comeau 2011/02/08 13
  14. 14.  Les pannes des systèmes de communication; Niveaux élevés de stress sur les individus, équipes et dirigeants; Enchaînement rapide des événements; Exigences élevées pour de linformation; Analyse faite par les médias/publics Communication de crise- Élaine Comeau 2011/02/08 14
  15. 15.  Niveau 1 – Mineur : les perturbations aux services sont limitées Niveau 2 - Majeur : pourrait poser une menace réelle pour nos employés, nos biens ou nos opérations commerciales Niveau 3 - Perturbation importante de nos activités avec le potentiel de dégénérer Communication de crise- Élaine Comeau 2011/02/08 15
  16. 16.  L’équipe des communications doit assurer que les communications sont : ◦ Claires; ◦ Crédibles; ◦ Concises; ◦ Consistantes; ◦ Congruentes; ◦ Positives; ◦ Promptes et fréquentes. Communication de crise- Élaine Comeau 2011/02/08 16
  17. 17.  Évaluer la situation et déterminer la nécessité d’une communication; Réunir l’équipe de communication qui fera des recommandations sur les réponses appropriées; Mettre en œuvre des mesures immédiates pour: ◦ Identifier les parties qui devraient être informées de la situation. ◦ Communiquer les faits au sujet de la crise. ◦ Minimiser les rumeurs. Rétablir lordre et/ou la confiance.Limportant, avoir un plan détaillé de communication est essentielle pour gérer à la fois une crise et les conséquences dune crise sur votre organisation Communication de crise- Élaine Comeau 2011/02/08 17
  18. 18.  Liste des intervenants publics et les parties prenantes; Liste des canaux de communication; Déterminez les messages. Communication de crise- Élaine Comeau 2011/02/08 18
  19. 19.  Détaillez comment votre organisation prévoit communiquer avec les employés, les autorités locales, les clients et les autres contacts pendant et après une catastrophe. Communication de crise- Élaine Comeau 2011/02/08 19
  20. 20.  Messagerie vocale  Nouvelles de presse Téléphone/arbres  Messages dintérêt d’appels public Journaux  Dossiers de presse Sites Web Courriel Blogues, messagerie instantanée Enseignes/Affiches Haut-parleurs Communication de crise- Élaine Comeau 2011/02/08 20
  21. 21.  Employés; Gestionnaires; Les familles des employés; Les investisseurs/actionnaires; Les clients; Fournisseurs; Les organismes durgence; Les syndicats; Communauté locale; Le gouvernement local; Régulateurs; Les prêteurs; Média; Les groupes dintérêts spéciaux. Communication de crise- Élaine Comeau 2011/02/08 21
  22. 22. Auditoire Messages Canaux Délais Responsable ClésEmployésClientsFournisseursInvesteursCommunautéRégulateursGouvernementGrand public Communication de crise- Élaine Comeau 2011/02/08 22
  23. 23.  Soyez honnête; Orientée vers laction; Définir positivement lidentité de lentreprise; La compassion; Du point de vue de lintérêt du public; Parler en termes personnels; État des faits les plus importants au début; Ne pas exagérer les faits Soyez transparent Communication de crise- Élaine Comeau 2011/02/08 23
  24. 24.  Si vous ne voulez pas qu’un élément soit cité, alors ne le mentionnez pas; Si un cadre supérieur ne connait pas la réponse, il doit répondre : je ne sais pas, mais je vais vous revenir; Communication de crise- Élaine Comeau 2011/02/08 24
  25. 25.  Ayez des scénarios préplanifiés; Des plans détaillés de mesures dintervention; Déclarations préparées à lavance; Le choix des mots est essentiel; ◦ « Pas de commentaire »; ◦ Être disponible; Soyez prêt à gérer la désinformation Communication de crise- Élaine Comeau 2011/02/08 25
  26. 26.  Savoir quoi dire, à qui et quand une crise génère habituellement de la confusion et du stress L’information au début est souvent contradictoire, incomplète et changeante Les outils traditionnels fonctionnent souvent mal en situation de crise En période difficile, la population et les médias n’évalueront pas la situation de manière rationnelle. Communication de crise- Élaine Comeau 2011/02/08 26
  27. 27.  Traitez en priorité les communications internes Le plus englobe le moins Considérez la crise d’après ses causes et non d’après ses effets Communication de crise- Élaine Comeau 2011/02/08 27
  28. 28. Communiquez, communiquez et communiquez Communication de crise- Élaine Comeau 2011/02/08 28
  29. 29. Excellents guides de référence: Comment gérer la prochaine crise de Richard Thibault (Les éditions Transcontinental) ISBN_ 978-2-89472-364-7 Crisis Communication Planning: ◦ Sustaining Effective Corporate Communication During Disasters, Emergencies, and Critical Events Robert C. Chandler, Ph.D Marci rae Blue Jennifer Roberts Morgana Wingard ISBN: 0-9754057-1-3 elaine.comeau@standardlife.ca Communication de crise- Élaine Comeau 2011/02/08 29

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