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CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key.

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Presentation on theme: "CRISIS COMMUNICATIONS PLANNING A rehearsal for crisis Planning is key."— Presentation transcript:

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 don’ts… Timely Honest, 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 reporter’s 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?”

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