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.
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. Information needs to be
timely, relevant, consistent
and reliable.
“
”Clause 66(2); Emergency information management,
National Civil Defence Emergency Management Plan
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)
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
49. real-time feedback
Whoever is managing
the @ChristchurchCC
account is showing how
communication with
users and
announcements should
be done. #chch #eqnz
62. 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
63. current & back-up website
WordPress is an
easy alternative
Accessible from
anywhere, anytime
64. know your local webbies
Open access to data,
others can mash-up
65. know google can help
Google
Public Alerts
Google Maps &
Google Earth
www.google.org/
crisisresponse
66. 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
97. 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
98. Jason Dawson
General Manager – Customer Relationships
07 838 6507 | 021 912 571
jason.dawson@hcc.govt.nz
www.hamilton.govt.nz
Thanks.