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Insider's Guide to public information during crisis

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Insider's Guide to public information and crisis communications. Useful summary for a Public Information Manager during a civil defence emergency, natural disaster or crisis.

Published in: Government & Nonprofit
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Insider's Guide to public information during crisis

  1. 1. Insider’s Guide to: Public Information and crisis communications
  2. 2. Kia ora. *DISCLAIMER: You know your stuff #justsaying
  3. 3. Public Information Management : So what is it?
  4. 4. The objective is to promote the effective management and exchange of information to aid decision making, support and communication. “ ”Clause 66(1); Emergency information management, National Civil Defence Emergency Management Plan
  5. 5. Information needs to be timely, relevant, consistent and reliable. “ ”Clause 66(2); Emergency information management, National Civil Defence Emergency Management Plan
  6. 6. Public Information Management : Your role(s)
  7. 7. Your PIM role: Right information at the right time
  8. 8. Your PIM role: Champions the community
  9. 9. Your PIM role: Ensures an authorative voice
  10. 10. Your PIM role: Advise & protect the Controller
  11. 11. Your PIM role: Don’t follow, be a leader
  12. 12. Public Information Management : The structure
  13. 13. Public Information Manager Public Information Manager Public Information Manager National Controller Group Controller Local Controller National level Group (Regional) Level Local Level
  14. 14. Public Information Manager Media liaison Web & social media Call Centre Internal comms & intranet Admin
  15. 15. Public Information Manager NATIONAL CONTROLLER Public Information Manager 2IC Web Manager Stake- holder Relations (internal) Stake- holder Relations (external) Media Manager Intl Media Liaison (3) Media briefing / VIPs (2) Media phone (2) Research (1) Writers (2) Research (2) Media monitor (1) Online Content publisher & social media (3-4) Community Relations Manager Call Centre Manager Marketing Manager Graphic Design (2) Mayor Press Secretary All of Govt Communication Secretary (emails) Customer Service Officers (30) Market/ Comms (2) Cmmnty Advisors (4)
  16. 16. Public Information Management : The media
  17. 17. Be timely //flickr.com/logangorilla
  18. 18. Treat all media equally
  19. 19. Tailor to their strengths //flickr.com/logangorilla
  20. 20. Radio: - immediate: first and fast - entirely there to help you - more regular updates - tell people what you want them to know
  21. 21. Television: - fixed to deadlines & production - live coverage during news hours - powerful film footage (sight & sound) - more in-depth interviews
  22. 22. Print: - good for photos - need more detailed information - are there for long haul - move quickly to recovery failures - 24/7 online news
  23. 23. media: the real oil
  24. 24. Public Information Management : Media tools
  25. 25. media releases Embed & attach Number & time releases
  26. 26. media stand-ups Limit time & questions Remember to alert EOC staff
  27. 27. press conferences Live stream updates
  28. 28. media tours Resource heavy Help people understand response Require careful management
  29. 29. Public Information Management : Other tools
  30. 30. community briefings //www.stuff.co.nz/carysmonteath Film community meetings
  31. 31. community briefings Publish presentations online
  32. 32. posters at key sites //www.stuff.co.nz Date & time each edition Keep track of distribution
  33. 33. factsheets & adverts Don’t forget other languages
  34. 34. maildrops & visits //www.flickr.com/redcross//www.thepress.co.nz Know your local welfare networks Some too traumatised to hear official messages
  35. 35. EQ help? Call Govt Hotline 0800779997. Water/place to stay? 0800435700 or go to Burnside HS, Pioneer Stad, Rangiora Bapt Ch. Home repairs? EQC 0800326243 text alert all networks
  36. 36. your call centre Assign liaison within PIM/EOC Keep Govt Helpline informed 0800 779 997
  37. 37. variable message boards
  38. 38. your website
  39. 39. your website Make it easy to access & find Update, update, update! Provide image gallery & timeline Make it mobile responsive
  40. 40. elected members Provide them with constructive roles Communities look to elected members for leadership and reassurance
  41. 41. internal comms in EOC
  42. 42. internal displays
  43. 43. daily PIM bulletin board
  44. 44. rise of social media
  45. 45. Twitter is #1
  46. 46. authorative voice
  47. 47. release tips and facts
  48. 48. respond to queries
  49. 49. real-time feedback Whoever is managing the @ChristchurchCC account is showing how communication with users and announcements should be done. #chch #eqnz
  50. 50. keep relevant & localised
  51. 51. thank those that help
  52. 52. deal to rumours
  53. 53. alerts to problems @ChristchurchCC extremely nasty pot hole on Hills Rd, right lane into Shirley Rd, any chance of fixing before car gets stuck? Thx //www.stuff.co.nz
  54. 54. track event hashtags
  55. 55. “So is this stuff just being a twit?”
  56. 56. Facebook #2
  57. 57. TradeMe #3
  58. 58. YouTube #4
  59. 59. social media monitoring news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues planning & intelligence
  60. 60. Public Information Management : Getting prepped
  61. 61. hard copy and electronic • templates for media releases • public messaging scripts • instructions and policies • web URLs, usernames, passwords • contacts directories – media, staff, CDEM • photos of key spokespeople • radio frequencies • important phone numbers – utilities, Govt
  62. 62. current & back-up website WordPress is an easy alternative Accessible from anywhere, anytime
  63. 63. know your local webbies Open access to data, others can mash-up
  64. 64. know google can help Google Public Alerts Google Maps & Google Earth www.google.org/ crisisresponse
  65. 65. know your local cultures Tips for translation: - Use active, positive language - One idea or question per sentence - Avoid phrasal verbs: hand out - Avoid idioms: tip of the iceberg Know local ethnic media & liaison Places of worship & food outlets //www.thepress.co.nz
  66. 66. after-hours call centre Do you have after-hours service? Can you upscale quickly?
  67. 67. media accreditation Create process before event If possible, include photograph Create ‘check in’ & ‘check out’ process
  68. 68. develop key policies
  69. 69. Public Information Management : My lessons
  70. 70. Lesson #1: Set clear goals & objectives
  71. 71. setting groundrules
  72. 72. Lesson #2: Keep everyone informed, regularly
  73. 73. Lesson #3: Scale up early & fast, normal business resumes
  74. 74. Lesson #4: Have dedicated admin support
  75. 75. Lesson #5: Keep social media outside approvals
  76. 76. Lesson #6: Monitor, monitor, respond, monitor
  77. 77. Lesson #7: Avoid spam & sattire
  78. 78. Shakey town Christchurch I think you could do with some McDonald’s #eqnz
  79. 79. Lesson #8: Focus your social media channels
  80. 80. //flickr.com/frasergraham
  81. 81. Lesson #9: Define & train spokespeople early
  82. 82. Lesson #10: Use something old & something new
  83. 83. Lesson #11: Think about your audiences
  84. 84. //www.thepress.co.nz
  85. 85. Lesson #12: Network, prepare, play, practise, fix
  86. 86. Lesson #13: Have some fun to get you through
  87. 87. //www.thepress.co.nz
  88. 88. Communication is the critical thing. If you don’t do it right, you will be judged to have failed, regardless of what else you do with your fire trucks and your response. “ ”Bruce Esplin, former Emergency Services Commissioner for Victoria - Black Saturday bushfire response
  89. 89. Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.govt.nz Thanks.

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