This document discusses crisis communications strategies for senior living communities. It emphasizes the importance of advance planning, having designated spokespeople, providing clear, factual information to affected audiences, and using social media to respond quickly and control the message. Key recommendations include developing crisis plans that predict situations, assessing communication methods, determining who needs to be informed, and conducting practice drills. The goal is to minimize damage and reassure residents, families and the public during emergencies.
While department websites have become commonplace, few agencies are using social media tools to promote their organization and even fewer are doing it effectively. This program will show you how to implement a P.I.E.R.S. marketing strategy integrating old, new and social media. In addition you’ll learn what policies and guides to use to keep your social media use on target and out of hot water and how to engage, accelerate and analyze your use of social media to ensure that you’re getting enough bang for your buck. Most importantly this program will show how your Department can and must leverage Social Media channels to reach the Agents of Change in your community that will take your Social Media message and help your agency engage community support, raise funds, promote life safety education, and improve service delivery.
Find more at www.romduckworth.com
Erica led a webinar on Crisis Communication for NADO Executive Directors and emerging leaders (summer 2018). This session was designed to educate leaders on when to be proactive and how to strategically react in the event of a PR crisis. Tools for developing a crisis comm plan were shared, as well as how to implement.
Social Media for Nonprofits Conference 2016 - Avoiding a Social Media Disaste...ConnectVA
Learn how to avoid or deal with a social media nightmare by developing a crisis management communication plan. Chocked full of case studies, this session will help you prepare you and your staff for the right mindset when something goes wrong in your organization.
While department websites have become commonplace, few agencies are using social media tools to promote their organization and even fewer are doing it effectively. This program will show you how to implement a P.I.E.R.S. marketing strategy integrating old, new and social media. In addition you’ll learn what policies and guides to use to keep your social media use on target and out of hot water and how to engage, accelerate and analyze your use of social media to ensure that you’re getting enough bang for your buck. Most importantly this program will show how your Department can and must leverage Social Media channels to reach the Agents of Change in your community that will take your Social Media message and help your agency engage community support, raise funds, promote life safety education, and improve service delivery.
Find more at www.romduckworth.com
Erica led a webinar on Crisis Communication for NADO Executive Directors and emerging leaders (summer 2018). This session was designed to educate leaders on when to be proactive and how to strategically react in the event of a PR crisis. Tools for developing a crisis comm plan were shared, as well as how to implement.
Social Media for Nonprofits Conference 2016 - Avoiding a Social Media Disaste...ConnectVA
Learn how to avoid or deal with a social media nightmare by developing a crisis management communication plan. Chocked full of case studies, this session will help you prepare you and your staff for the right mindset when something goes wrong in your organization.
AVOIDING BURNOUT: BUILDING RESILIENCE THROUGH RELATIONSHIPSRobin Allen
Objectives
After today’s conversation, you will be able to:
Explain the six dimensions of resilience
Identify opportunities for improving their social support system
Create a plan for establishing and developing relationships that could contribute to their resilience
How does one handle when sudden waves of negativity -- a crisis -- strikes their business online? Here are tips for handling real and unfactual crisis online.
This is a presentation I gave at the University of Utah's law school to a class about crisis communications. This is for 2011. The next one is coming soon.
Heather Blanchard's presentation at the Public Health Preparedness Conference on February 25, 2011. For more information about the conference click here: http://www.phprep.org/
Social Media To The Rescue - Civil Protection Risk Awareness WorkshopPatrick Chemali
Set on day 2 of a two-day workshop in Cyprus organized by EuroMed PPRD South II, aimed at delivering added-value and hands-on knowledge to select countries of the Mediterranean basin, my contribution was intended to bring the fine members of the individual civil protection societies up to speed with the latest trends and best practices for effectively managing their chosen social media channels.
How Non Profits Use Tableau to Affect Social ChangeBen Jones
Presentation given at Seattle Tech4Good, October 2014, showing how non profits use Tableau to analyze their cause, optimize fundraising, share their message, and mobilize advocates
In this compelling workshop, Bridgett will review multiple ways to manage your business reputation, appropriate ways to respond to negative feedback and how you can stay a step ahead of the media.
Crisis and online communications: Years of good reputation can be lost over a single incriminating video or post online. Learn ways to avoid he danger and when it happens how to effect damage control decisively.
Managing Media Before, During, & After an IncidentMichelle Hundley
This presentation provides advice and guidelines on how to develop a good working relationship with local media, as well as how to manage their participation during an incident or crisis, and finally how to maintain your relationship afterwards.
AVOIDING BURNOUT: BUILDING RESILIENCE THROUGH RELATIONSHIPSRobin Allen
Objectives
After today’s conversation, you will be able to:
Explain the six dimensions of resilience
Identify opportunities for improving their social support system
Create a plan for establishing and developing relationships that could contribute to their resilience
How does one handle when sudden waves of negativity -- a crisis -- strikes their business online? Here are tips for handling real and unfactual crisis online.
This is a presentation I gave at the University of Utah's law school to a class about crisis communications. This is for 2011. The next one is coming soon.
Heather Blanchard's presentation at the Public Health Preparedness Conference on February 25, 2011. For more information about the conference click here: http://www.phprep.org/
Social Media To The Rescue - Civil Protection Risk Awareness WorkshopPatrick Chemali
Set on day 2 of a two-day workshop in Cyprus organized by EuroMed PPRD South II, aimed at delivering added-value and hands-on knowledge to select countries of the Mediterranean basin, my contribution was intended to bring the fine members of the individual civil protection societies up to speed with the latest trends and best practices for effectively managing their chosen social media channels.
How Non Profits Use Tableau to Affect Social ChangeBen Jones
Presentation given at Seattle Tech4Good, October 2014, showing how non profits use Tableau to analyze their cause, optimize fundraising, share their message, and mobilize advocates
In this compelling workshop, Bridgett will review multiple ways to manage your business reputation, appropriate ways to respond to negative feedback and how you can stay a step ahead of the media.
Crisis and online communications: Years of good reputation can be lost over a single incriminating video or post online. Learn ways to avoid he danger and when it happens how to effect damage control decisively.
Managing Media Before, During, & After an IncidentMichelle Hundley
This presentation provides advice and guidelines on how to develop a good working relationship with local media, as well as how to manage their participation during an incident or crisis, and finally how to maintain your relationship afterwards.
Presentation at NJ GMIS Conference, April 11, 2013. (Template is copyrighted. If you want a PDF copy, contact us via MorrisCountyNJ.gov feedback form.)
Think associations can’t face PR problems? Think again. The mayor of the city hosting your association’s annual meeting is accused of a horrible crime and still wants to give the opening address at your conference. A program run by a member has put lives at risk and someone died. Your members openly ignore the best practices you recommend and now face a public drumming down, including a funding cut. How do you anticipate a public relations problem before it happens? What planning can you do in advance to make managing a PR crisis easier later? What materials should you have in a folder ready for use? How do you pivot when a real-life scenario surprises you? Review real-life case studies from associations and get tips on how to prepare for a crisis. Attendees for the Association Media & Publishing 2019 annual meeting walked out of this session knowing how to assess risk, put crisis plans in place, and be confident communicators.
Apartment community disasters are big, public news events in which residents, media, government and relief organizations are all looking to the communications leadership of the apartment owner.
Jim Rettew, Chief Communications Officer for the American Red Cross, Mile High Chapter will discuss the use of social media for crisis communications in an multifamily emergency situation.
Crisis Management Through Social Media Monitoriingtracx
This presentation addresses the challenges and complications of crisis management in the age of social media, and the vital role of deep listening for critical business intelligence. It provides real-world insights from major disasters and crises including Katrina, Hurricane Sandy, Flint Michigan’s Water crisis, and more.
Speaker: Marybeth O’Leary, External Affairs Specialist, FEMA Region 10
What if you could collect real-time, first-person information about a disaster that included pictures and
video? Learning to use social networking sites to augment situational awareness and information
collection could improve disaster response by your agency. Find out how the use of #hashtags,
aggregators and targeted searches can give you a wider picture than what is available through traditional
media monitoring. In addition, online surveys show that respondents have voiced their expectation that
agencies will respond directly to social media requests for assistance. Response and redirection of these
requests can avert a public relations nightmare. Will the use of social media help or hinder your response
to those affected by a disaster. In some cases a tweet for help has resulted in an avalanche of calls to 911
by Twitter followers.
Similar to Senior Living Crisis Communications (20)
1. Senior Living Crisis
Communications: Making the
Best of Bad Situations
Presented by:
Janis R. Ehlers, President
The EhlersGroup
www.TheEhlersGroup.com
groupcast.com
2. Crisis Management vs. Crisis Communications
• Operations vs. Communications
• Handling the crisis vs. Communicating the crisis
groupcast.com
4. “I am a firm believer in the people. If given
the truth, they can be depended upon to
meet any national crisis. The great point is
to bring them
the real facts.”
– Abraham Lincoln
5. Value and Use of Social Media
• Facebook
• Twitter
groupcast.com
6. What is a Crisis?
• Unexpected
• Traumatic
• Conflict and drama
• Seen and unseen
• Time sensitive
groupcast.com
7. Potential Crisis Situations
groupcast.com
Death
Accidents
Fire
Abuse
Fraud-Embezzlement
Sexual Harassment
Missing Resident
Personnel Issues
Complaints or Accusations
Resident/Patient Care
Disease Outbreak
Power Failures
Flooding
Natural Disasters
Building Incidents
Construction Issues
(Asbestos, mildew, mold)
8. Crisis Communications Planning
• Answer the “what will you do if” question
• How likely could crisis occur
• Potential devastation
groupcast.com
9. Potential Damage Ranking
• 0 – No Damage / Not a serious consequence
• 1 – Little Damage / Not serious enough for media concern
• 2 – Some Damage – Slight chance of media being involved
• 3 – Considerable Damage – Not a major media issue
• 4 – Considerable Damage – Definitely a major media issue
• 5 – Devastating front page news – Far reaching effects
groupcast.com
10. Crisis Communications Preparations
• Predict potential crisis situations
• Assess communications methods
• Assess media awareness and reputation
• Determine audiences affected
• Review a crisis plan and if it includes communications
• Crisis team members
groupcast.com
11. Crisis Communications Preparations Cont.
• Crisis resources (attorney, health department, police and fire
departments)
• Spokesperson
• Media policy
• Media kit & resources
• Social media policy
• Scheduled trial runs
groupcast.com
12. Predicting Potential Crisis Situations
Create a written plan that goes into effect
• Relevant to your geographic area
• Natural disasters or sudden scenario
• Missing person
• Lingering crisis
• Special features
groupcast.com
13. AssessAvailable Communications Methods
• How will information be disseminated?
• Are the methods effective?
• What emergency notification systems go into effect?
groupcast.com
14. Determine the Audiences Affected by a Crisis
Internal
• Residents
• Employees/Staff
groupcast.com
External
• Residents’ families
• Employees’ families
• Referral sources
• Business/Vendors
• General public
• Other
15. Using an Internal Communications Manager
• Person responsible for the communications
• Spokesperson vs. Communications manager
• Needed tools:
oHome and cell phone numbers
oEmail address
oFax numbers
oKept current
groupcast.com
16. Using an Internal Communications Manager Cont.
• Value of emergency notification system
• Person who can write press releases, updates, all communications
• Media contact list
groupcast.com
17. AssessYour Communications Quotient
• Be prepared with media relationships
• Get your community known in good times
• Have go-to people
• Resources to tap for specialists
groupcast.com
18. Media Kit
• Community fact sheet
• Community principals background
• Spokesperson background
• Business and civic contributions
• Press releases / backgrounders
groupcast.com
19. Media Policy
• Creates awareness how media is handled at the community
• Establishes who speaks on behalf of the community
• Guards residents’ and employees’ privacy
• Media procedures for inquires and visits
• Maintain a log of media inquiries
groupcast.com
20. Social Media Policy
• Spells out what can be shared on public forums
• Assumes nothing is private
• Establishes rights to delete and/or block posts
groupcast.com
21. Crisis Communications Strategies
• Keep information clear and simple
• Be accurate
• Stick to the facts
• Use talking points to explain the situation
• Make sure everyone has the same information
• Rely on spokesperson or internal communications person
• Have a timetable or communication messages
• Respond quickly
groupcast.com
22. Good vs. Bad Crisis Communications
GOOD
• Factual
• Timely
• Spokesperson stays on
point
• Spokesperson offers
reassurance
groupcast.com
BAD
• Incorrect
• Lag time
• Saying as little as possible
• Person with authority not
available
• Rumors start
• No reassurance by someone
with authority
23. Key Crisis Messages
• Concern for residents is #1
• Concern for employees is #1
• Information and talking points answer 4 “w” and “how”
oWhat
oWhen
oWhere
oWho
oHow
groupcast.com
24. Key Crisis Messages Cont.
• Explain what the community/company is doing
• Express regret
• Offer reassurance
groupcast.com
25. CRATechnique for Crisis Messaging
Context
“In the five years we’ve been operating this community, we never
have had a situation like this.”
Regret
“Our main concern is for our residents. We are working closely
with families to provide support …working with
authorities…working with specialists.”
Action
“We are reviewing our procedures and meeting with employees to
ensure this situation does not occur again.”
groupcast.com
26. Dealing with the Media
• They are doing their job
• If crisis warrants media, they will do the story
• Be prepared
• Stay on point
• Stick to the facts
• Balance bad news with good news
• Offer a positive perspective on the community/company
groupcast.com
27. Dealing with the Media & “No Comment”
• Efforts to help the media go rewarded
• No comment may imply guilt/wrong doing
groupcast.com
28. Social Media in a Crisis
• Plan for internet rants
• Take control of situation with social media
• Value of blogs, Facebook andTwitter
• Value of text messages
• Monitor chatter
groupcast.com
29. Positive Crisis Resolutions
• Listening to the customer
• Crisis response plans ready
• Tone
• Top-down adoption of social media
• Follow through
groupcast.com
31. Real Crisis – Real Communities
Senior Living Community Faces Hurricane Sandy
• Poor communication with families
• Poor communication with external community
• Social media portrayed community in a bad light
groupcast.com
32. Real Crisis – Real Communities
Senior Living Community & the Mannequin
• Multiple people speaking to the media
• No reassurance
• No leadership
groupcast.com