Developing an Issues Management Plan

Poor Crisis Management NEW YORK (AP) -- Lingering images of passengers stranded at sea for days as toilets back up and air conditioners fail have been enough to keep vacationers away from Carnival Cruise Lines, even as the company continues to discount sailings. The cruise industry has mostly rebounded from the economic downturn but Carnival Corp.'s namesake brand can't seem to shake a spate of bad publicity from earlier this year when three ships suffered mechanical problems and fires.

What is an Issues Management Plan?  Contains a clear media relations policy establishing who is responsible for dealing with the news media  Creates a policy for employees who are contacted by the media but are not authorized spokespersons

What is an Issues Management Plan?  Anticipates the most likely problem areas for the organization  Lists contingencies for dealing with these types of issues

Important Components  Up to date  Honest analysis  Can be implemented quickly  Is practice  Takes legal issues into account  Does not overburden management

What is an Issues Management Plan?  Includes a legal component  Recognizes and has provisions for times when the organization’s offices are closed or key executives are not immediately available  Takes into account public perception of the organization’s actions  Identifies outside support staff such as media relations experts

What is an Issues Management Plan?  Is flexible enough to allow for unexpected issues  Has been tested, updated and rehearsed

Table of Contents  Introduction   Death of a Corporate Executive*   Kidnapping of a Corporate Executive*   Regulatory Action – Federal, State & Local*   Rumor*   Data Security Breach*   Death of an Employee   Product Recall   Health Related Issues   Consumer Complaint Alleging Personal Injury or Dangerous Product

Definition of a Priority Issue The safety and well-being of our customers or employees Our ability to conduct business Our company's image Our Stakeholders

Media Policy “I am not a spokesperson for ____________ and cannot be quoted in your story. However, I can take your name, telephone number and the nature of your inquiry and see that it is referred to our corporate office for a response." This should be your consistent response even if the reporter continues to press the issue. Remember: Anything you say to a reporter can be quoted. Never use terms such as “No Comment”.

Who Activates the Team? The issues management committee shall be called together by the team co-chairman or company CEO. In the event that they are unavailable, any member of the Issues Management Committee may initiate the team or decide which team members or ad hoc team members should be called together to address a specific issue. Legal counsel is responsible for determining whether the situation is a “Material Issue” that requires notification of regulatory agencies, insurance carriers or the Board of Directors.

Robbery, hostage taking, workplace violence  Draft Statement  “At approximately ______we were notified that (the following situation) has occurred at our location at ________. The issue is being managed by law enforcement agencies on the scene. At this time we are referring all questions to these agencies.”  Note: In this type of situation you will also want to provide internal communication to your associates within the organization – especially if there have been injuries, is an ongoing hostage situation or a death has occurred.  Do not allow photography inside the building or allow reporters to enter the building. Public safety officials will assist with this issue. Under the media relations policy, employees should not give media interviews.

Robbery, hostage taking, workplace violence  Notification  The first employee aware of the incident should first notify the police. The employee should then notify XX.  Issues Management Committee  Decides what type of aid the corporation will make available immediately to the victim’s family.  Human Resources  Notifies the employee’s family  If the injury is serious, the family may be notified by public safety officials or the hospital where the employee is being treated. If this notification has not taken place then a representative of the Human Resources Department may communicate with the family.  The Issues Management Team implements the communications plan and determines whether an on ‐ scene company spokesperson is required due to continued media coverage. Issues Management Team will identify designated corporate spokesperson. 

When You Don't Have All the Answers

When You Don’t Have All the Answers

Initial Powell Video

Kunkle on Powell

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Interview with State Fair Director

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Assignment  Select a company  Research and identify five likely crisis situations for the organization  Illustrate your choice with an example of such a crisis from the news media  Attach examples to a one page report explaining why you think they are relevant

Who Are the Players?  News anchor – local  News anchor - national  Newscast Producer  Executive producer - local  Executive producer - national  Segment producer  News director

Who Are the Players?  Assignment editor  Legal counsel  Ombudsman  Station Manager  Station President/Vice President  Reporter – local  Reporter - national

Who Are the Players - Print  Newspaper managing editor  Newspaper publisher  Newspaper editor