Presentation on theme: "John Hardiman Corporate Communications Director NJM Insurance Group."— Presentation transcript:
John Hardiman Corporate Communications Director NJM Insurance Group
What is a crisis? Any event or incident that can potentially draw negative media attention or interfere with normal business operations. Crisis Communications refers to the flow of information during a crisis among an organization, its employees, the media, the government, law enforcement and the public. [source: The American Library Association].
Develop a Crisis Communications Plan ◦ State the purpose of the Plan, i.e. “to effectively manage communications through a formal, clearly defined process to help mitigate a crisis and maintain the reputation of the organization.” ◦ Identify key stakeholders External and internal ◦ Identify communication channels
◦ Establish a crisis communications team; be clear about roles and alternates. The time to assemble a team is not during a crisis. Plan manager Spokesperson Copywriter Social media specialist ◦ Have a media strategy Who, what, when, where ◦ Updated information on the organization, i.e. a “fact sheet”
Establish a “checklist,” or “cheat sheet” Identify potential crises and develop a bank of talking points Drill Monitor and modify the Plan as needed
Identify the person in charge Timeliness is critical Do not downplay, defend or deny. Be honest, be factual Monitor social media Provide updates Manage expectations
Identify the challenges and gaps Modify the Plan accordingly