Lecture, Week 14 - Thursday October 24


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Lecture, Week 14 - Thursday October 24

  1. 1. Issues Management and Strategic Planning PRL2001 Crisis Management Course Examiner - Elizabeth Dougall Lecture 10, Week 14 Semester 2, 2002
  2. 2. Objectives <ul><li>On completing the lectures, tutorials and readings for this week you should be able to: </li></ul><ul><li>Describe key components of an issues or crisis management plan. </li></ul>
  3. 3. Research tells us . . . <ul><li>the extent of the problem; </li></ul><ul><li>how it might impact on the organisation; and </li></ul><ul><li>how the organisation might respond to the issue. </li></ul>
  4. 4. Price/Waterhouse Survey 996 Qld companies (“high risk”) <ul><li>43% of respondents had no crisis communication plan; </li></ul><ul><li>38% of organisations who had no plan said this was because they had 'never thought about it'. </li></ul><ul><li>Almost 25% of those who had no crisis communication plan believed they 'could handle a crisis without a plan'. </li></ul><ul><li>42% of the organisations surveyed rated the likelihood of their organisation facing a crisis in the next five years as 'likely' to 'highly likely'; and </li></ul><ul><li>The perceived effects of a crisis on the organisation were loss of business, loss of the community's trust and goodwill, loss of customer loyalty and decrease in profit. </li></ul>
  5. 5. Issues / Crisis Management Plans <ul><li>Problem statement (Research): Research the situation </li></ul><ul><li>Purpose statement (Objectives): Define what the plan is designed to accomplish. Clear objectives needed. </li></ul><ul><li>Stakeholders / Publics: Describe the stakeholders; identify appeals and points of interest (strategies / tactics). </li></ul><ul><li>Actions recommended (Strategies / Tactics): The planning document should tell how the purpose will be accomplished for the audience that has been identified. </li></ul><ul><li>Time frame </li></ul><ul><li>Evaluation </li></ul>
  6. 6. Crisis Management Process <ul><li>Be familiar with all operations. </li></ul><ul><li>Gain managerial commitment. </li></ul><ul><ul><li>Review existing plans including </li></ul></ul><ul><ul><li>emergency response plans </li></ul></ul><ul><ul><li>the organisation's media relations plans and media protocol </li></ul></ul><ul><ul><li>communication systems - formal and informal </li></ul></ul><ul><ul><li>Identify potential crisis situations. </li></ul></ul><ul><li>Develop crisis management procedures. </li></ul><ul><li>Produce a crisis management manual. </li></ul>
  7. 7. Crisis Management Process <ul><li>Conduct training. </li></ul><ul><li>Test crisis management procedures. </li></ul><ul><li>Keep the manual current. </li></ul>
  8. 8. A crisis plan might include . . . <ul><li>A section outlining the preparation that must take place in order for the organisation to be ready to deal with a crisis situation. </li></ul><ul><ul><ul><li>an incident management flow chart for the organisation; </li></ul></ul></ul><ul><ul><ul><li>an outline of roles and responsibilities of the crisis management team (CMT); </li></ul></ul></ul><ul><ul><ul><li>contact details for CMT members; </li></ul></ul></ul><ul><li>Location of crisis management centre and material with which it should be equipped; </li></ul><ul><li>Outline of material that must be prepared and training that must be completed for the organisation to be crisis-ready. </li></ul>
  9. 9. A crisis plan might include . . . <ul><li>A section outlining immediate response to a crisis situation, including: </li></ul><ul><ul><li>list of questions to help CMT leader record the facts of the situation when he or she received initial notification; </li></ul></ul><ul><ul><li>checklist for identifying a crisis situation; </li></ul></ul><ul><ul><li>list of urgent action to be carried out before the first CMT meeting; </li></ul></ul><ul><ul><li>agenda for first CMT meeting. </li></ul></ul>
  10. 10. A crisis plan might include . . . <ul><li>Crisis communication strategy - divided into the categories of crisis developed at the risk identification stage of the planning process. For each category of crisis, the strategy would list: </li></ul><ul><ul><li>sample key messages; </li></ul></ul><ul><ul><li>stakeholders; </li></ul></ul><ul><ul><li>methods for communicating with stakeholders; </li></ul></ul><ul><ul><li>third party endorsements; </li></ul></ul><ul><ul><li>opponents; </li></ul></ul><ul><ul><li>sample holding statement. </li></ul></ul>
  11. 11. A crisis plan might include . . . <ul><li>After the crisis: - strategies for 'closing' a crisis situation in the minds of stakeholders; and </li></ul><ul><ul><li>- actions to be completed after crisis situation. </li></ul></ul><ul><li>5. Samples of all checklists and pro-formas included in the manual. </li></ul>
  12. 12. “ Housekeeping” <ul><li>Assignment 2 – overview on ORALs </li></ul><ul><li>Exam – what to expect </li></ul><ul><li>Event next Thursday at 12 noon Q402 – RSVP to me today if possible (sign sheet) </li></ul>