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WELCOME  TO
Thomas	
  Graham	
  	
  
CEO	
  
Ray	
  Thompson	
  
Principal	
  
Russ	
  Roberts	
  
U.S.	
  Public	
  Affairs	
  	
  
Opera3ons	
  Manager,	
  	
  
ExxonMobil	
  
PLANNING	
   PRACTICE	
 ...
Jessica	
  Jackson	
  
HSE	
  Global	
  Services	
  &	
  Crisis	
  
Response	
  Manager,	
  
Murphy	
  Oil	
  Corpora<on	
...
Peter	
  Symons	
  
Head	
  of	
  U.S.	
  External	
  	
  
&	
  Media	
  Rela5ons,	
  	
  
Statoil	
  
PLANNING	
   PRACTI...
PLANNING	
   PRACTICE	
   RESPONSE	
   RECOVERY	
  
PHASE	
  I:	
  PLANNING	
  
Process	
  GRAPHIC	
  OVERVIEW	
  –	
  In	
  Progress	
  
PHASE	
  I:	
  PLANNING	
  
CONDUCT	
  A	
  RISK	
  ASSESSMENT:	...
PHASE	II:	PRACTICE
CONDUCT	CRISIS	DRILLS	AND	EXERCISES:		
Test	opera+onal	and	communica+ons	readiness	and	capabili+es	for	highest	
likelihood...
PHASE	III:	RESPONSE
Process	
  GRAPHIC	
  OVERVIEW	
  –	
  In	
  Progress	
  
PHASE	
  III:	
  RESPONSE	
  
NOTIFICATIONS	
  –	
  Who	
  needs...
PHASE	IV:RECOVERY
Process	
  GRAPHIC	
  OVERVIEW	
  –	
  In	
  Progress	
  
PHASE	
  IV:	
  RECOVERY	
  
SHIFT	
  TO	
  LONGER-­‐TERM	
  ISS...
Russ	
  Roberts	
  
U.S.	
  Public	
  Affairs	
  	
  
Opera3ons	
  Manager,	
  	
  
ExxonMobil	
  
Jessica	
  Jackson	
  
H...
THANK	
  YOU!	
  
CONTACT	
  US:	
  
	
  
Thomas	
  Graham	
  
Crosswind	
  Media	
  &	
  Public	
  RelaBons	
  
	
  
	
  ...
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Crisis Communication Presentation

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When crises occur, your organization can dive, survive or thrive. Hear from leading industry professionals from ExxonMobil, Statoil and Murphy Oil discussing the 4-phases of crisis communications: Planning, Practice, Response and Recovery. Crosswind’s CPR+ program, in partnership with WPNT Communications, is designed to help you overcome the crisis and enhance your organizational reputation in the process.

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Crisis Communication Presentation

  1. 1. WELCOME  TO
  2. 2. Thomas  Graham     CEO   Ray  Thompson   Principal  
  3. 3. Russ  Roberts   U.S.  Public  Affairs     Opera3ons  Manager,     ExxonMobil   PLANNING   PRACTICE   RESPONSE   RECOVERY  
  4. 4. Jessica  Jackson   HSE  Global  Services  &  Crisis   Response  Manager,   Murphy  Oil  Corpora<on   PLANNING   PRACTICE   RESPONSE   RECOVERY  
  5. 5. Peter  Symons   Head  of  U.S.  External     &  Media  Rela5ons,     Statoil   PLANNING   PRACTICE   RESPONSE  
  6. 6. PLANNING   PRACTICE   RESPONSE   RECOVERY  
  7. 7. PHASE  I:  PLANNING  
  8. 8. Process  GRAPHIC  OVERVIEW  –  In  Progress   PHASE  I:  PLANNING   CONDUCT  A  RISK  ASSESSMENT:  Iden9fy  poten9al  scenarios  and  triggers   (highest  likelihood,  impact,  speed).       ADDRESS  THESE  FOUR  ESSENTIAL  AREAS:       •  POLICIES  –  Establish  clear  framework,  boundaries  and  authority  to   enable  responders  to  make  decisions  with  confidence.     •  PEOPLE    –  Determine  crisis  team  roles  (team  leader,  legal,  opera9ons,   HSE,  communica9ons,  etc.)  and  ensure  training,  drills  and  prepara9on.     •  PLAN  –  Create  a  Crisis  Communica9ons  Plan:  who  will  do  what,  when.   Iden9fy  key  messages  and  audiences  before  the  crisis.       •  PLATFORMS  –  Iden9fy  facili9es,  equipment,  technology,  and  resources   needed,  for  distribu9ng  informa9on,  monitoring  and  engaging.   RUSS  ROBERTS   U.S.  Public  Affairs   Opera9ons  Manager,     ExxonMobil  
  9. 9. PHASE II: PRACTICE
  10. 10. CONDUCT CRISIS DRILLS AND EXERCISES: Test opera+onal and communica+ons readiness and capabili+es for highest likelihood and highest impact scenarios. TRAIN THE WHOLE TEAM: Conduct regular training with the crisis team focusing on proac+ve communica+ons with stakeholders in addi+on to crisis communica+ons. RECOGNIZE THE TRADITIONAL AND NEW SKILLS NEEDED: See the full list of skills in your “Guide to Crisis Communica7ons.” PHASE  II:  PRACTICE   CONDUCT  CRISIS  DRILLS  AND  EXERCISES:     Test  opera1onal  and  communica1ons  readiness  and  capabili1es  for  highest   likelihood  and  highest  impact  scenarios.       TRAIN  THE  WHOLE  TEAM:   Conduct  regular  training  with  the  crisis  team  focusing  on  proac1ve   communica1ons  with  stakeholders  in  addi1on  to  crisis  communica1ons.       RECOGNIZE  THE  TRADITIONAL  AND  NEW  SKILLS  NEEDED:   See  the  full  list  of  skills  in  your  “Defini3ve  Guide  to  Crisis  Communica3ons.”       JESSICA  JACKSON   HSE  Global  Services  &  Crisis   Response  Manager,   Murphy  Oil  Corpora1on   CONDUCT CRISIS DRILLS AND EXERCISES: Test opera+onal and communica+ons readiness and capabili+es for highest likelihood and highest impact scenarios. TRAIN THE WHOLE TEAM: Conduct regular training with the crisis team focusing on proac+ve communica+ons with stakeholders in addi+on to crisis communica+ons. RECOGNIZE THE TRADITIONAL AND NEW SKILLS NEEDED: See the full list of skills in your “Guide to Crisis Communica7ons.”
  11. 11. PHASE III: RESPONSE
  12. 12. Process  GRAPHIC  OVERVIEW  –  In  Progress   PHASE  III:  RESPONSE   NOTIFICATIONS  –  Who  needs  to  know?  Clarify  roles  and  responsibiliDes,  and  the   steps  required  to  iniDate  both  a  tacDcal  and  strategic  response.       MESSAGING  –  What  can  we  say  now?  Use    the  four-­‐part  crisis  message  model  in   your  “Defini&ve  Guide  for  Crisis  Communica&ons.”        Care,  Responsible  Ac=ons,  Coopera=ve  Efforts,  Resolve       ASSESSMENT  –  How  bad  can  this  get?  Determine  the  worst  case  scenarios  and   then  manage  stakeholder  expectaDons  accordingly.         ACTIVATION  –  Who  needs  to  do  what?  Put  the  emphasis  on  over-­‐responding.  Get   caught  doing  the  right  thing!   PETER  SYMONS   Head  of  U.S.  External  &   Media  RelaDons,   Statoil   NOTIFICATIONS: Who needs to know? Clarify roles and responsibili7es, and the steps required to ini7ate both a tac7cal and strategic response. MESSAGING: What can we say now? Use the four-part crisis message model in your “Guide to Crisis Communica0ons.” Care, Responsible Ac:ons, Coopera:ve Efforts, Resolve ASSESSMENT: How bad can this get? Determine the worst-case scenarios and then manage stakeholder expecta7ons accordingly. ACTIVATION: Who needs to do what? Put the emphasis on over-responding. Get caught doing the right thing!
  13. 13. PHASE IV:RECOVERY
  14. 14. Process  GRAPHIC  OVERVIEW  –  In  Progress   PHASE  IV:  RECOVERY   SHIFT  TO  LONGER-­‐TERM  ISSUES  MANAGEMENT:     Transi9on  from  emergency  response  to  crisis  management  to  crisis  leadership.       REPAIR  AND  ENHANCE  RELATIONSHIPS:     Don’t  disappear.  Emphasize  robust  and  on-­‐going  communica9ons  with   affected  par9es  on  the  most  effec9ve  and  influen9al  channels.     CONDUCT  AN  AFTER-­‐ACTION  REVIEW:     Address  failures  and  successes  on  the  opera9ons  and  communica9ons  sides   and  address  areas  for  improvement.     REPAIR  YOUR  REPUTATION:     Do  the  right  thing  and  don’t  be  afraid  to  let  people  know.  Google  is  the  new   “first  impression.”  Consider  the  value  of  proac9ve  reputa9on  management   post-­‐crisis.  
  15. 15. Russ  Roberts   U.S.  Public  Affairs     Opera3ons  Manager,     ExxonMobil   Jessica  Jackson   HSE  Global  Services  &  Crisis   Response  Manager,   Murphy  Oil  Corpora3on   Peter  Symons   Head  of  U.S.  External     &  Media  Rela3ons,     Statoil   PLANNING   PRACTICE   RESPONSE   RECOVERY  
  16. 16. THANK  YOU!   CONTACT  US:     Thomas  Graham   Crosswind  Media  &  Public  RelaBons       Ray  Thompson   WPNT  CommunicaBons   tgraham@crosswindpr.com rthompson@wpntworld.com

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