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Public Relations During Times of Crisis<br />
Crisis is . . .<br />“A nonroutine event that risks undesired visibility that in turn threatens significant reputational d...
4 Types of Crises<br />Meteor<br />Predator<br />Breakdown<br />Lingering<br />Credit: Shel Holtz @                 	http:...
Sparks of a Crisis<br />Environmental<br />Technological<br />Terroristic<br />Criminal Misconduct<br />Managerial<br />Ac...
Benefits of Planning<br />Reduce Stress<br />Demonstrates Goodwill<br />Flow of Information<br />Involves Stakeholders<br ...
7 Must Have Elements in Your Crisis Communication Kit<br />A list of the members of the crisis management team<br />Contac...
7 Must Have Elements in Your Crisis Communication Kit, cont’d<br />Copies of your company, division and product logos, you...
Environmental Scan: Search for the Negative<br />Google Alerts<br />search.twitter.com<br />For-fee services like Radian6 ...
The “Suck OR Die” Factor<br />“product+sucks”<br />“company+sucks”<br />“die+company”<br />“i+hate+company”<br />From Bria...
3 Rs of Crisis Communication<br />Research<br />Response<br />Recovery<br />Photo by Christopher.Woo, Flickr<br />
RESEARCH<br />Relationship Building<br />Environmental Scan<br />Emergency Personnel<br />Notification Procedures<br />Com...
Building Relationshipswith Stakeholders<br />
Emergency Personnel Team<br />Spokesperson (1-2)<br />Phone team<br />Researcher and writer<br />Business continuity<br />...
Notification Procedures<br />Emergency Personnel Team<br />Board of Directors<br />Employees<br />Members<br />Other Stake...
Communication Procedures<br />Platform<br />Priority<br />Policy<br />
Spokespersons<br />Interest and Empathy<br />Honesty and Authenticity<br />Responsive and Proactive<br />Open to Criticism...
Bridging<br />Don’t Know: I don’t know, but I can tell you…<br />Time: That may have been the case in the past. Now we are...
RESPONSE<br />Emergency Notification<br />Gathering Information<br />Releasing Information<br /> Stages of Crisis <br />
4 Stages of a Crisis<br />From Communication Overtones<br />
The Rule of 45 Minutes, 6 Hours, 3 Days, and 2 Weeks<br />
Notification<br />
Gathering Information<br />
Releasing Information<br />
Tell It<br />Tell it all<br />Tell it fast<br />Tell them what you’re doing about it<br />Tell them when it’s over<br />Ge...
RECOVERY<br />Follow up<br />Proactive storytelling<br />Solidify relationships<br />Adjust plan<br />
YOUR TURN<br />Executive Director<br />Sexual Predator<br />Death of Child<br />Terrorist Incident<br />
Executive Director is Critically Injured in Rollover Accident with Kids<br />You are in charge of communications for the B...
After-School Program Employee Charged with Sexual Assault of a Child<br />An employee at the Boys and Girls Club was arres...
Child Dies in After School Program<br />You are the executive director of a Girls and Boys Club.  One of your kids who com...
Shooter Enters Boys and Girls Club, Kills 2 and Injures 5<br />A gunman has entered your building and killed one employee,...
Measuring “Success”<br />Power of the Impact<br />How hard<br />Breadth of the Impact<br />How long<br />Depth of the Impa...
Kami Watson Huyse, APR<br />Phone: (713) 568-5750<br />E-mail: kami@myprpro.com<br />Blog: Communication Overtones<br />We...
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Public Relations During Times Of Crisis

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So what is a crisis anyway? How many kinds of crises are there? What are the best steps to handling a crisis? This presentation will guide you through public relations during times of crisis. [NOTE: Many thanks go to Kami Huyse; her presentation given to the Boys & Girls Club makes up the core of this slide deck.]

Public Relations During Times Of Crisis

  1. Public Relations During Times of Crisis<br />
  2. Crisis is . . .<br />“A nonroutine event that risks undesired visibility that in turn threatens significant reputational damage”<br />Credit: Doorley & Garcia, p. 328<br />
  3. 4 Types of Crises<br />Meteor<br />Predator<br />Breakdown<br />Lingering<br />Credit: Shel Holtz @ http://blog.holtz.com/index.php/weblog/crisis_communication_fundamentals/<br />Photo Credit: http://www.flickr.com/photos/kittymeetsgoat/1373562566/<br />
  4. Sparks of a Crisis<br />Environmental<br />Technological<br />Terroristic<br />Criminal Misconduct<br />Managerial<br />Accidental<br />Photo Credit: http://www.flickr.com/photos/liberato/2521884271/<br />
  5. Benefits of Planning<br />Reduce Stress<br />Demonstrates Goodwill<br />Flow of Information<br />Involves Stakeholders<br />Business Continuity<br />
  6. 7 Must Have Elements in Your Crisis Communication Kit<br />A list of the members of the crisis management team<br />Contact information for key officers, spokespeople, and crisis management team members<br />Fact sheets on the company, each division, each physical location, and each product offered.<br />Profiles and biographies for each key manager in your company<br />Credit: Don Crowther at http://www.globalprblogweek.com/archives/7_musthave_elements_.php<br />
  7. 7 Must Have Elements in Your Crisis Communication Kit, cont’d<br />Copies of your company, division and product logos, your press release format and the scanned in signature of your CEO on disk<br />Pre-written scripts answering key questions that you have generated through your crisis scenario analysis<br />Contact information for each of your key media contacts both locally, nationally, and if appropriate, key financial press and analysts. <br />Credit: Don Crowther at http://www.globalprblogweek.com/archives/7_musthave_elements_.php<br />
  8. Environmental Scan: Search for the Negative<br />Google Alerts<br />search.twitter.com<br />For-fee services like Radian6 & CustomScoop<br />From Brian Solis: http://www.briansolis.com/2008/11/reinventing-crisis-communications-for.html<br />
  9. The “Suck OR Die” Factor<br />“product+sucks”<br />“company+sucks”<br />“die+company”<br />“i+hate+company”<br />From Brian Solis: http://www.briansolis.com/2008/11/reinventing-crisis-communications-for.html<br />
  10. 3 Rs of Crisis Communication<br />Research<br />Response<br />Recovery<br />Photo by Christopher.Woo, Flickr<br />
  11. RESEARCH<br />Relationship Building<br />Environmental Scan<br />Emergency Personnel<br />Notification Procedures<br />Communication Procedures<br />Practice<br />
  12. Building Relationshipswith Stakeholders<br />
  13. Emergency Personnel Team<br />Spokesperson (1-2)<br />Phone team<br />Researcher and writer<br />Business continuity<br />Decision maker<br />Legal council, if applicable<br />
  14. Notification Procedures<br />Emergency Personnel Team<br />Board of Directors<br />Employees<br />Members<br />Other Stakeholders<br />
  15. Communication Procedures<br />Platform<br />Priority<br />Policy<br />
  16. Spokespersons<br />Interest and Empathy<br />Honesty and Authenticity<br />Responsive and Proactive<br />Open to Criticism<br />Photo Credit: http://www.flickr.com/photos/presta/142795058/<br />
  17. Bridging<br />Don’t Know: I don’t know, but I can tell you…<br />Time: That may have been the case in the past. Now we are…<br />Importance: That once was important. What is most important now is…<br />Completing: I think you would have a more complete picture if you considered…<br />Yes and No: No, let me explain. Yes, and furthermore…<br />
  18. RESPONSE<br />Emergency Notification<br />Gathering Information<br />Releasing Information<br /> Stages of Crisis <br />
  19. 4 Stages of a Crisis<br />From Communication Overtones<br />
  20. The Rule of 45 Minutes, 6 Hours, 3 Days, and 2 Weeks<br />
  21. Notification<br />
  22. Gathering Information<br />
  23. Releasing Information<br />
  24. Tell It<br />Tell it all<br />Tell it fast<br />Tell them what you’re doing about it<br />Tell them when it’s over<br />Get back to work<br />Credit: Doorley & Garcia, p. 336<br />
  25. RECOVERY<br />Follow up<br />Proactive storytelling<br />Solidify relationships<br />Adjust plan<br />
  26. YOUR TURN<br />Executive Director<br />Sexual Predator<br />Death of Child<br />Terrorist Incident<br />
  27. Executive Director is Critically Injured in Rollover Accident with Kids<br />You are in charge of communications for the Boys and Girls Club. You are working late and you get a call just before 9 p.m. on your cell phone from your Executive Director’s husband. He tells you he has gotten a call from the hospital that your Executive Director has been in a terrible car wreck. You head to the hospital right away and learn from family member that there has been a rollover crash with another SUV and that she was not alone in the car. Several children were also with her, but you still are not sure who they were. <br />Taken from real incident in Simi Valley, Calif. <br />
  28. After-School Program Employee Charged with Sexual Assault of a Child<br />An employee at the Boys and Girls Club was arrested today as he worked and charged with sexual assault and indecency with a child. The employee underwent a background check when hired and passed it. He has also never had any disciplinary problems. The child in the case was a 10-year-old girl who told her parents about the assault, which allegedly occurred a the center. Her parent then called the police. A few hours after the arrest, concerned parents, who have heard the initial reports through the grapevine start to arrive and angrily demand answers as to how this could have happened.<br />Taken from an amalgamation of real incidents in schools<br />
  29. Child Dies in After School Program<br />You are the executive director of a Girls and Boys Club. One of your kids who comes on a regular basis has some special needs but has never been disruptive. Today when he arrived after school, he seemed troubled and incoherent. He started to bang his head against the wall, and while you called 911 support, one of your male staff members held him down to keep him from hurting himself and others. While waiting for emergency personnel, the worker realized the boy was not breathing. He started to administer CPR and you called emergency services back to apprise them of the situation. Once EMTs arrived they continued acute care, but the child did not survive. The cause of death is unknown.<br />Taken from real incident in San Antonio, SW Mental Health Center<br />
  30. Shooter Enters Boys and Girls Club, Kills 2 and Injures 5<br />A gunman has entered your building and killed one employee, one child and has injured two more employees and three students. The scene is chaos, and your office is being cordoned off by the police as a crime scene. You are not allowed to return to get anything. You are not injured, but two of your crisis team are, and you are already getting calls from media on your cell phone, which thankfully was on your person when the shootings began. You have no idea who the shooter was, but the police are starting to interview witnesses and staff.<br />
  31. Measuring “Success”<br />Power of the Impact<br />How hard<br />Breadth of the Impact<br />How long<br />Depth of the Impact<br />How isolated<br />Credit: Ike Pigott<br />
  32. Kami Watson Huyse, APR<br />Phone: (713) 568-5750<br />E-mail: kami@myprpro.com<br />Blog: Communication Overtones<br />Web site: www.myprpro.com<br />Used with Permission<br />Copyright August 2008 © all rights reserved<br />
  33. ADDITIONAL RESOURCES<br />Prepare at Work,American Red Cross<br />“Now is Too Late,” by Gerald R. Baron<br />CrisisBlogger<br />7 Must-Have Elements for Crisis Planning<br />Crisis Communication Articles<br />Emergency Procedures Flowcharts<br />Doorley, J., & Garcia, H. F. (2007). Reputation management: The key to successful public relations and corporate communications. New York: Routledge.<br />
  34. Contact Me<br />Barbara B. Nixon, Ph.D. (ABD)<br />Public Relations Faculty Member<br />Southeastern University<br />E-mail: bbnixon@seuniversity.edu<br />Twitter: barbaranixon<br />Skype: barbara.b.nixon<br />Blog: Public Relations Matters<br />

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