The document discusses various types of crises, including natural disasters, technological crises, and man-made disasters, and emphasizes the importance of communication management throughout the crisis lifecycle: pre-crisis, during crisis, and post-crisis. It introduces strategies for anticipating, preparing, responding, and recovering from crises while highlighting that every crisis presents an opportunity for organizations to reassess their communication strategies. The document also outlines the roles and resources necessary for an effective crisis communication team.

1. Crisis and Communication
“ Quantum Leap vs Chronic Unease “
Alaa al-Ansari
Consultant, Risk/Crisis Management and Oil Spill Response

2. Crisis and Communication
Quantum Leap vs Chronic Unease

3. Types of Crises
1. Natural disaster (earthquakes, volcanic
eruptions, tornadoes and hurricanes, floods, landslides,tsun
amis, storms, and droughts that threaten life, property, and
the environment itself)
2. Technological crises (Chernobyl disaster, Exxon Valdez oil
spill 1989, Deep Water 2010, Heartbleed security bug)
3. Confrontation (boycott of Nike)
4. Malevolence (tampering, kidnapping, malicious rumors,
terrorism, and espionage)
5. Organizational Misdeeds (Organization misconduct)
6. Workplace Violence
7. Rumours (False information)
8. Terrorist attacks/man-made disasters

4. Crisis Life Cycle
Pre- Crisis
During
Crisis
Post-
Crisis

6. Communication in Crisis Management
• Pre-Crisis (planning stage)
• During-Crisis (response and management stage)
• Post-Crisis (recovery stage) – every crisis is an opportunity

7. Communication in Crisis Management
- Communication Channel Inventory
• Detectors (F&G Systems – Fire Detection Systems – Financial sensors)
• PAGA Systems (in oil and gas plants)
• SCADA (in oil and gas plants)
• IVMS (in vehicle monitoring systems)
• Notification/Mass-Messaging Systems
• Mobiles/Phone numbers
• Walki-Talkies
• Panic buttons
• Push buttons
• Emails
• Mainstream Media Contacts (TV, Radio, News, etc.)
• Online Channels (Twitter, Facebook, Instagram, Youtube, etc.)
• Community outreach programs
• Community education
• Culture and beliefs understanding programs

8. Communication & Media Landscape

10. Quantum Leap Theory

11. Chronic Unease Theory

12. Quantum Leap vs Chronic Unease
Quantum Leap
Chronic Unease

13. At the time of peace stay at ease??
– plans are not enough

14. Apply all this to Communication in Crises
1. Anticipate
 Identify potential threats (Risk Assessments)
 Monitor areas of risk (listen to media,
community and employees)
 Manage issues (Minimize threats, address issues
and potential problems proactively)
2. Prepare
 Setup Plans and Teams (updated always)
 Assign responsibilities and train teams
 Exercise the Plans
 Resolve lessons learned and adopt solutions
 Define key information in advance
3. Respond
 React quickly and efficiently
 Utilize standard processes and
procedures
4. Recover
 Recovery Plans and Business
Continuity
 Crisis as Opportunity

15. “ Crisis as opportunity
- see where the organization standing during and after the time
of crisis, through positive reading for messages and
communication with the relevant stakeholders “
Wei Chi
crisis = danger + opportunity

16. Crisis Communication Team
• Spokesperson
• Media Relations Lead
• Social Media Lead
• Communications Counsel
• Legal Counsel
• Front Line Lead & Team Members
• Operations Lead
• Board Liaison
• Employee Liaison
• Funder Liaison
• Volunteer Liaison
• Liaison to National Organization/Parent

17. Crisis Communication Resources
• Updated lists, contact information, and details:
• Management Phone Trees
• Media Lists
• Employee Distribution Lists
• Communications Consultant Contact Information
• Legal Consultant Contact Information
• Monitoring Services
• Media Statement Template
• News Release Template
• Fact Sheets
– For likely issues
• Fact Sheet Template

18. ??
But you are already here

19. Alaa al-Ansari
Consultant & Coach , Risk/Crisis Management/Oil Spill Response
alaa.aalansari@gmail.com