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Crisis Communications Plan
- 1. Crisis Communications Plan MiaF. Griggs Director of Human Resources March 21, 2016 Revised: April 18, 2016
- 2. Table of Contents: Introduction……………………………………………………………………………………….1 Acknowledgements…………………………………………................................................................... 2 Rehearsal Dates ………………………………………………………………................................. 3 Purpose & Objectives ………………………………………………………………………… …. 4 Key Publics ……………………………………………………………………………………….5 Notifying Publics ………………………………………………………………………………….6 Crisis Communications Team ……………………………………………………………………...7 Crisis Directory …………………………………………………………………................................8 Media Spokesperson ……………………………………………………………………………….9 Emergency Officials ……………………………………………………………………………...10 Media List ………………………………………………………………………………………..11 Spokesperson for Related Organizations …………………………………………….. ………...12 Crisis Communication Control Center ……………………………………………………………13 Equipment & Supplies …………………………………………………………………………...14 Pregathered Information …………………………………………………………………………15 Key Messages …………………………………………………………………………………….16 Websites & Social Media …………………………………………………………………………17 Trick Questions …………………………………………………………………………………..18 Prodromes ………………………………………………………………………………………. 19 Related URLs …………………………………………………………………………………..... 20 Evaluation ………………………………………………………………………………………. 21
- 3. Introduction March 21, 2016 Tothe brothers of Zeta Psi: The following Crisis Communications Plan has been developed to ensure the chapter will be prepared for a crisis. This plan should be used as guidance and a manual should a crisis occur. Unfortunately, unplanned situations will occur, and for the best interest of the fraternity, we must understand preparation is necessary. The fraternity is the oldest of its kind and holds a sacred place in the business world. Alpha Kappa Psi Professional Business Fraternity is a premier business developer and includes many business leaders across the country. In the near future, we must continue to mold and build the world’s business leaders. The Crisis Communications Plan provides the components necessary for an effective strategy should the Zeta Psi chapter of Alpha Kappa Psi face a crisis in the future. I am proud of brothers in good standing who work diligently for the fraternity. These individuals had a successful venture in the past and a solid foundation for great things to transpire in the near future. Sincerely, De’Sean Keys President, Zeta Psi
- 4. Acknowledgements We, the executiveboard listed below, have read and been informed about the importance, requirements, and obligations of the Crisis Communications Plan for the Zeta Psi Chapter. I have carefully read, analyze, and willingly agreed to adhere to the procedures of the Crisis Communications Plan. If any questions shall arise, I understand I direct those requires to Compliance Officer, or a member of the Crisis Communications Team. Should a crisis occur, it is the responsibility of brothers to follow the guidelines instructed in this document. Brother’s signature: _____________________________ Printed Name: Alexis Porter Date: ______________ Brother’s signature: ________________________________ Printed Name: Katlin Maxwell Date: ____________ Brother’s signature: ________________________________ Printed Name: Arin Cooper Date:_______________ Brother’s signature:_____________________ Printed Name: Mia F. Griggs Date:_______________
- 5. Rehearsal Dates It isessential and crucial that the Crisis Communications Plan be rehearsed regularly to ensure comprehension and understanding shall a crisis occur. The plan should be included within the chapter’s agenda and rehearsed twice a semester to guarantee new members know their expectations when facing a crisis. This thorough practice will teach brothers to treat the plan as if a real-life crisis has taken place. The dates determined for a simulation of a crisis: • Wednesday, April 20, 2016 • Wednesday, September 14, 2016 These dates are important because they are after a pledge class been initiated into the fraternity and before a rush process of the next pledge class. The two dates allow time for new brothers and reactivated brothers to become familiar with Zeta Psi Crisis Communications Plan. The number of times of rehearsal does not compare to the timing of a crisis. Therefore, potential occurrences must be analyzed and simulated periodically. This plan makes Zeta Psi proactive against a potential crisis.
- 6. Purpose & Objectives Purpose: Ina crisis, the chapter must be honest and open with information and details given to the brothers and media. For a guarantee to return to normalcy, the chapter must be transparent about the crisis. To recover successfully, we must get information out the media and continue to run the chapter’s business. Objectives: 1. To be seen on campus and in the media as a fraternity who cares about its members and fellow peers; 2. To make all communications accurate and thorough; 3. To showcase unity and brotherhood but hold brothers accountable; and 4. Remind our publics that we are college students who are making strides into adulthood and the business world
- 7. Key Publics • Brothersof Zeta Psi • Media • Sponsors • Media • Competitors • Jones A. Jennings’ College of Business • Legal Counsel • Community leaders • Faculty Advisors • Regional Office
- 8. Notifying the Publics Internal Brothers: TheBrothers of Zeta Psi must follow the chain of command. Therefore, if a brother should report a crisis, you should do the following: Contact the chapter’s president and he or she will contact the following: Chapter and Faculty Advisor The chapter’s president will notify the overseers of a crisis via email or phone. The president has a direct and open line of communications with the advisors. From the initial contact of the advisors, they will work closely with the president to handle the crisis. The chapter advisor will be notified, that person, too, will follow the chain of command and contact the regional and offices. Chapter Advisor Regional Director Her6age Center Na6onal Director of Risk Management
- 9. If the presidentis unavailable, please contact an Executive Board member in the following order The executive board members can be notified by telephone or email. Please check the brother’s contact list for this information. Sponsors Sponsors of the Zeta Psi chapter will receive an email and phone call dispersing the information regarding the crisis. This personal interaction is important because the sponsors fund the chapter and many of its events. Sponsors will received updates regularly about the crisis. External The media will be notified in several ways. Media will receive a press release regarding the crisis. The release will include all the essential and important information regarding the crisis. Media personnel will be given the proper telephone numbers to ensure an open line of communication for updates and questions. A media kit will be sent as well, therefore, information regarding the fraternity’s overview and facts will be presented. If needed, media will be contacted for a press conference. Compliance Officer Chief Opera6ons Officer Chief Financial Officer Admisntra6ve Assistant Vice President of Membership Director of Human Resoucres
- 10. Others All other publicswill receive emails with the proper information given.
- 11. Crisis Communications Team •Director of Public Relations (Team Manager) • Compliance Officer (Assistant Team Manager) • Annual Chapter Report Administrator (ACR) • Director of Human Resources These four executive board members are selected for the crisis communications team because their position requires tasks within the chapter that will be essential during a crisis. The Director of Public Relations runs all the social media accounts and has a great relationship with the campus. The Compliance Officer studies risk management deeply under the fraternity’s manuals and retains a close relationship with Heritage Center. The ACR Administrator holds the planning guides, which are documents that track the chapter’s events and all dealings for the semester as well other fraternity information. Lastly, the Director of Human Resources handles conflict within the chapter, but is the first person a pledge will report to if the pledge is displease with an aspect of their process.
- 12. Crisis Directory Key Managers De’SeanKeys President Phone: (615) 818-4173 Email: ceo.zetapsi@gmail.com Address: 1345 Wenlon Drive Murfreesboro, TN 37130 Janieka Knight Chief Operations Officer Phone: (615) 240-3852 Email: coo.zetapsi@gmail.com Address: 2707 S. Rutherford Blvd. Murfreesboro, TN 37130 Julia Johnson Faculty Advisor Phone: (615)826-9568 Email: Julia.Johnson@mtsu.edu Address: 1301 E. Main St. Murfreesboro, TN 37132 KUC Rm. 322 Dr. Timothy Dunne Faculty Advisor Phone: (615) 898-2736 Email: timothy.dunne@mtsu.edu Address: 1301 E. Main St. Murfreesboro, TN 37132 Room N121
- 13. Crisis Communications Team AlexisPorter Director of Public Relations Phone: (615) 946-4350 Email: dpr.zetapsi@gmail.com Address: 1955 Old Castle Dr. #100 Murfreesboro, TN 37127 Katlin Maxwell Annual Chapter Report (ACR) Coordinator Phone: (615) 620-7537 Email: acr.zetapsi@gmail.com Address: 2315 N. Tennessee Blvd. Murfreesboro, TN 37132 Arin Cooper Compliance Officer Phone: (901) 338-3713 Address: 285 N. Rutherford Blvd. Murfreesboro, TN 37130 Mia F. Griggs Director of Human Resources Address: 1301 E. Main St. Murfreesboro, TN 37132 MTSU Box 9422
- 14. Media Spokesperson CEO/President The presidenthas knowledge about the fraternity and polices, bylaws and procedures. President also has a connection with each of the members and during officer training has been given the information to properly handle a crisis. Compliance Officer The officer deals directly with risk management within the chapter. The compliance officer is knowledgeable regarding the boundaries of risk management and the guidelines to follow to ensure no violations. ACR Administrator The ACR administrator has proper documents that showcase a paper trail and can breakdown the analysis of what’s happening within the chapter. This person brings credibility to the chapter.
- 15. Emergency Personnel andLocal Officials Police Murfreesboro Police Department 302 S. Church St. Murfreesboro, TN 37130 (615) 849-2685 Middle Tennessee State University Campus Police 1412 E. Main St. Murfreesboro, TN 37130 (615)898-2424 Paramedics Rutherford County Emergency Medical Service 606 East Burton Street Murfreesboro, TN 37130 Emergency: 911 Non-emergency: (615) 896-2520 Poison Control Center: 1-800-222-1222 Hospital Saint Thomas Rutherford Hospital 1700 Medical Center Parkway Murfreesboro, TN 37129 (615) 396-4100
- 16. Media List The Tennessean 1100Broadway Nashville, TN 37203 Dave Boucher Investigative Reporter dboucher@tennessean.com (615)259-8892 Twitter: Dave_Boucher1 Murfreesboro Post 307 N. Walnut Street Suite 2 Murfreesboro, TN 37130 Cat Murphy News Editor (615) 896-0800 editor@murfreesboro.com Twitter: CatCurtisMurhpy MTSU Sidelines 1301 E. Main St. Murfreesboro, TN 37132 Editor-in-chief Megan White editor@mtsusidelines.com WMTS 88.3 FM (MTSU Radio) SPC 508 1301 E. Main St. Murfreesboro, TN 37132 Austin Fulwider Program Director program@whts.org (615)898-5051 WKRN-News 2 441 Murfreesboro Rd. Nashville, TN 37210 Andy Cordan Reporter acordan@wkrn.com (615)396-7221 Twitter: AndyCordan
- 17. NewsChannel5 474 James RobertsonParkway Nashville, TN 37219 Sandy Boonstra News Director Sandy.boonstra@newschannel.com (615) 248-5250 The Diary (Fraternity’s magazine) 7801 E. 88th Street Indianapolis, IN 46256 (317) 872-1553 Online submission WGNS News Radio 306 S. Church St. Murfreesboro, TN 37130 (615) 893-5373 news@wgnsradio.com WSMV-News Channel 4 5700 Knob Rd. Nashville, TN 37209 Larry Flowers Reporter lflowers@wsmv.com
- 18. Spokesperson for RelatedOrganizations Murfreesboro Police Department Michael Bowen Chief of Police 302 S. Church Street Murfreesboro, TN 37130 (615) 893-1311
- 19. Crisis Communications ControlCenter Location I: Carson-Kennedy Nursing Building Room 121 1301 E. Main St. Murfreesboro, TN 37132 Location II: Vie at Murfreesboro Clubhouse 1355 Wenlon Drive Murfreesboro, TN 37130 Location III: James E. Walker Library Study Rooms 1301 E. Main St. Murfreesboro, TN 37132 Location IV: Home of a crisis communication team member
- 20. Equipment & Supplies •Chairs • Desk/tables • Whiteboard • Flipcharts • Pens • Pencils • Dry Erase Markers • Computers & typewriters • Printers/scanners • Telephones/cell phones • Flashlights • Walkie-talkies • Directories • Media kits • Cameras • Crisis Communications Plan • Binders
- 21. Pregathered Information • AnnualChapter Reports • Planning Guides • Chapter’s Governing Documents 1. Chapter Bylaws 2. Board of Directors Statement of Policy 3. Constitution & Statutory Code • Brothers’ Contact List • Minutes from each meeting
- 22. Key Messages • Identifythe crisis • Description of what happened • Show compassion toward victims • Suggestions for the crisis • Release facts • Background information • Communicate actions and concerns 1. State members’ status: good standing, suspended, or alumni 2. Prepare statement for brothers and media 3. Statement must be approved by the national director of risk management Sample Statements Hazing Allegations We have been asked to comment on the recent hazing allegation against our chapter. Due to an internal investigation underway, we have been advised not to comment on the ongoing allegation. Member arrested for a crime Fraternity statement: He was an active Brother of the Fraternity. We have no knowledge of the incident or the investigation in question. Our national headquarters will have more information and you may contact them for comment.
- 23. Website & SocialMedia The national website has a tab available for fraternity’s news. Therefore, the chapter will submit the posting to the webmaster for the fraternity to post on their website with updates and feedback. A more direct connection is the chapter’s social media accounts. They currently stand as the chapter’s connection with its publics. The publics will have the opportunity to type feedback, comment, and receive a reply from Zeta Psi. The social media accounts also allow the chapter to upload the chapter’s effort and show the adjustments made.
- 24. Trick Questions &Answers You do agree that the fraternity could have avoided this tragedy, right. No, I do not agree. The fraternity is currently under investigation to determine the cause and once this investigation has concluded we will be sure to notify our publics and media. Are you aware of the hazing imposed by your fraternity? The fraternity has a hazing allegation and awaiting headquarters for details. Tell me, what does this organization do? Alpha Kappa Psi Professional Business Fraternity is coed business organization that allows collegiate students to appreciate and learn higher ideals in the business world. Do you believe your fellow Brother did this? My fellow Brother was a brother of good standing whom diligently for the chapter and its position. Would you consider your fraternity one who loves to party and drink? Our fraternity is one who loves to meet on Wednesdays at chapter meetings and discuss ideas and ways the Zeta Psi chapter can progress on the campus of Middle Tennessee State University. By the way, you guys have other allegations as well? Now, we have only this allegation and the fraternity is dealing with it properly. Haven’t you guys dealt with this before? No, we haven’t. Each case is never the same. We are bringing details as they are released. The process to become a member is long and stressful, correct. The process to become a member is on our website at www.akpsi.org. On the website, you can see all the manuals used to become a Brother.
- 25. List of Prodromes •Hazing Allegation 1. Meeting with Brothers regarding allegation 2. Details from email discussed 3. Developed a strategy for every brother to be together 4. Discussed the procedure for the investigations 5. Talked about the consequences • Sexual Harassment 1. Pledge told the Vice President of Membership 2. Vice President of Membership notified the President 3. President contacted the chapter advisor 4. Chapter advisor notified the Regional Director 5. Regional office contacted that brother accused of sexual harassment 6. Final Decision made by regional office: Brother suspended from fraternity • Member Incarcerated 1. President followed the chain of command and received all orders from upper management. 2. Chapter adhered to the instructions via the President 3. Regional Director emailed President the following guidelines and statements 4. Chapter followed the Regional Directors instructions carefully
- 26. Related Internet URLs www.akpsi.org Thefraternity’s national website has all the information regarding the operations of the fraternity and its chapters. The website even has fraternity’s manuals and documents available. www.mtsu.edu Zeta Psi is the chapter of Alpha Kappa Psi Professional Business Fraternity on the campus of Middle Tennessee State University. The university’s website shown the fraternity as campus organization and offers the perspective offices the organization reports to on campus. It also offers contact information for faculty advisors and other related fraternity information.
- 27. Evaluation Form Crisis EvaluationForm Crisis Team Member: _________________ Date:_______________ Location:______________________________ Type:________________ The Crisis Communications Plan was followed: Not at all Somewhat Completely 0 1 2 3 4 5 6 7 8 9 10 What was the crisis? ______________________________________________________________________________ ______________________________________________________________________________ _____________________________________________________________________________ Was the crisis communicated effective to you? ______________________________________________________________________________ _____________________________________________________________________________ How were you notified about the crisis? ______________________________________________________________________________ ______________________________________________________________________________ What would you have done differently? ______________________________________________________________________________ _____________________________________________________________________________
- 28. Which methods weremost effective? ______________________________________________________________________________ ______________________________________________________________________________ Do you feel the plan was a proper guideline for the crisis? ______________________________________________________________________________ ______________________________________________________________________________ What needs to be done still despite the crisis being over? ______________________________________________________________________________ ______________________________________________________________________________