CRISIS

1
CRISIS COMMUNICATIONS PLANNING A rehearsal for
crisis Planning is key
2
GOALS of crisis communication ? Control
information flow ? Establish Spokesperson/train ?
Maintain perspective ? Create the news story
and organize response
3

• Potential
• CRISES
• ASSESSMENT
• Create crisis plan
• Who creates it, approves and updates?
• Conduct regular review of possible crisis
  issues or events
• Review crisis communication plan

4
AUDIENCE ANALYSIS Who really needs to know your
messaging? Internal Audience External Audience
5
CRISIS COMMUNICATIONS TEAM

• ? Identify key members
• Train them
• Define availability, contact information

6
BOARD SPOKESPERSON
In addition to NPO director, who will speak for
BOD?
7
GETTING THE MESSAGE
OUT Tools Prepared key messages Immediate
public response (Multi-media newspaper, radio,TV
and online channels) Announcements Fact
sheets Backgrounders News releases Face
meetings E-mail blasts Website posts Social Media
8

• IDENTIFY
• DISTRIBUTION
• CHANNELS
• Key stakeholders
• Staff, BOD, top donors, administration
• ? Regional media list
• ? Key media contacts
• ? Organizations and key
• contacts linked to your NPO

9

• PARTNERS,
• ALLIES
• Civic leaders, influentials, legislators
• ? Third party links police, fire fighters,
• governmental agencies, environmental and
• community groups, health and safety officials
• ? Media and public credibility

10
COMMUNICATION INITIATIVES Critical first
several hours ? Start plan ? Collect
information ? Confirm facts ? Define crisis ?
Inform key stakeholders ? Change plan as
necessary ? Determine key actions ? Brief key
spokesperson ? Prepare media tools ? Brief
staff
11
MEDIA RESPONSE Some dos and donts Timely Hones
t, integrity, willingness to cooperate Never say
no comment. Clear and concise messaging Cool,
low-key, dignified Focus on facts, take the high
road Avoid personal attacks, cheap
shots Acknowledgement of responsibility,
maintain credibility Never cover up Determine
reporters timeline, deadline, story angle Track
coverage, follow-up when necessary
12
REFERENCE MATERIALS Back communications plan
with relevant documentation ? Annual reports,
enviro and safety reports ? Operational details,
record keeping ? Emergency response plans and
procedures ? Facility and employee data
13
POST CRISIS EVALUATION, FOLLOW-UP ? Review
crisis response internally/externally ? Survey
staff ? Public perception ? Invite feedback
from partner-agencies, third parties ? Lessons
learned What did we do well? What could
we have done better?