1. Crisis communications: Tips for the non-PIO spokesperson Lynne Miller, Public Information Officer King County Emergency Management

2. Agenda o Your verbal message – content and delivery o Your non-verbal message – image and confidence

3. Four P’s of Crisis Communications What could go wrong? Who’s in charge? Basic protocols Designated spokespersons PLANPREPARE PRACTICEPREVENT

4. Four P’s of Crisis Communications Get the facts What can you share? Know your audience Contact the media PLANPREPARE PRACTICEPREVENT

5. 9-11 World Trade Center Attack: Where to Begin?

6. Questions to Answer o WHAT happened and where? o WHEN did this happen? o WHO is involved? o HOW did it happen? o WHAT is currently being done?

7. Gather facts Identify audience Develop message Share info Subject matter experts Analyze; verify Anticipate info needs Employees Stakeholders Public Media Key objective Talking points/ sound bites Express empathy Avoid acronyms Call to action Web Social media Email In person; on camera Prepare to Speak

8. Four P’s of Crisis Communications Test your plan Leverage planned events Regular Q & A PIO courses PLANPREPARE PRACTICEPREVENT

9. Four P’s of Crisis Communications Train all staff Address emerging issues Stay informed Solid reputation PLANPREPARE PRACTICEPREVENT

10. From Message to Messenger “Your actions speak so loud I cannot hear what you’re saying.” - Ralph Waldo Emerson

11. Message Enhancers or Distractors? o Visual aids o Non-verbal communications

12. Non-Verbal Communication

13. Thank you! Lynne.Miller@kingcounty.gov 206-205-4031