Crisis Communications PPT for reputation management course.

1. Bus crashSeptember 19,2001crisis exercise SCOTT BAJGROWICZ, LINDSAY BUHAGIAR, STEPHEN DAVIS

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.

4. REPUTATION 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 GREYHOUND STATION IN MANCHESTER, TN

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