2013 PRSA Health Academy: Presentation on Crisis Communications
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Slide deck from a 2013 presentation by Todd Von Deak (@tvondeak) and Brendon Shank (@bshank) at at the P
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2013 PRSA Health Academy: Presentation on Crisis Communications
- 1. Getting out of the Fire: A Case Study in National Crisis Response Brendon Shank - Society of Hospital Medicine Todd Von Deak, MBA, CAE - TVD Associates PRSA Health Academy - May 2013
- 2. Todd Von Deak, MBA, CAE How your organization “acts” in the years leading up to a crisis matters! Brendon Shank Think big. Crisis tempts us to get small... Big Take-Aways: Any Others? @bshank @tvondeak
- 3. “Every second counts. Stakeholders are demanding new levels of transparency and accountability. Every company is or will be in crisis. Those that answer the call transform crisis into opportunity. Those that don’t risk everything. Richard Levick, Esq. www.levick.com @bshank @tvondeak
- 4. What’s a Crisis? @bshank @tvondeak
- 5. This is a Pretty Good Sign @bshank @tvondeak
- 7. But This Was the Confirmation @bshank @tvondeak
- 9. Potential Misstep #1 @bshank @tvondeak
- 10. Action Step #1 - Set Up Watch Towers @bshank @tvondeak
- 11. Potential Misstep #2 @bshank @tvondeak
- 13. Potential Misstep #3 @bshank @tvondeak
- 14. - Do Good - Build strong external relations - Establish crisis preparation process for the first 24 hours of a crisis - Have bridge messages at the ready as a foundation - Establish leadership team and spokespeople in advance Act Before @bshank @tvondeak
- 15. Act During
- 16. And Ride the Waves... @bshank @tvondeak
- 17. SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare…we will continue to work towards becoming a model for others. We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others. SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare. We look forward to continuing to make a positive contribution to their efforts. SHM began to work with CMSS to reshape our transparency and conflict of interest policies…and we will continue to work towards becoming a model for others. Prior to when this issue was first reported in 2010, SHM began to work with the Council of Medical Specialty Societies (CMSS) to reshape our transparency and conflict of interest policies. We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others. @bshank @tvondeak
- 19. In the End, A Little Luck Doesn’t Hurt @bshank @tvondeak
- 20. Todd Von Deak, MBA, CAE How your organization “acts” in the years leading up to a crisis matters! Brendon Shank Think big. Crisis tempts us to get small... Big Take-Aways: Any Others? @bshank @tvondeak
- 21. Brendon Shank - Society of Hospital Medicine bshank@hospitalmedicine.org @bshank Questions? Todd Von Deak - TVD Associates todd@toddvondeak.com @tvondeak @bshank @tvondeak
Editor's Notes
- BRENDON STARTS... Welcome
- BRENDON LEADS introduce yourself and explain your big take away
- TODD Meet Richard Levick... - pioneer in the field of crisis management - also happen to be our professor during our time at AU - good quote to share: hits at the roots of our philosophy and how we managed our situation - stress sentence about crisis into opportunity
- TODD Brendon and I want to start with a simple question. While simple, it is a question that we think carried a lot of weight in crisis management. If I asked you to define a communications crisis - what would you say?
- BRENDON At the end of the day there are many definitions, and we ’ ll get to that in more detail in a little bit, but in SHM ’ s case, there was one clear signal that it was a crisis.
- BRENDON Set up SHM story - take it to the point that we id ’ d the situation as a crisis
- TODD Talk about how the real indication of a crisis for SHM was that this was a situation that hit each of our three key circles. Refer folks to worksheet - ask them to identify their three circles (or 2 or 4) Gather information - report out and share
- BRENDON continues to talk through SHM situation - gives broad overview short of final outcome...tease that this is coming down the road
- BRENDON As we talk about lessons learned, want to hone in on 3 things that comm departments need to be cognizant of... First - don ’ t neglect the signs of a crisis
- TODD - In addition to increasing awareness of these potential pitfalls, we want to talk about what you can do tomorrow or if you ’ re doing it, what you can go back and just make sure you ’ re comfortable with Step 1 - work with key stakeholders to identify your watch towers and how you will do your monitoring to identify a crisis...don ’ t think solely of media clips - think more broadly Get responses and share
- Second potential misstep - locking yourself in a room to manage your way through the crisis... Your staff can be your ally...treat them as such as they are going to be on the front lines if you like it or not