08 Crisis Communication

08 Crisis Communication - Execution/Communication •...

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Crisis Communication
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What is different? Limitations with ROPE Model: Not a function of marketing Requires great flexibility Often requires acknowledging unpleasant factors But, you MUST plan for crises…
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Planning for a Crisis What if? scenarios How will you sustain information flow inside and outside the organization Counter rumors Develop and Practice Crisis Plans Who will do what, when?
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Developing a Plan Fundamentals: Review frequently Who are the spokespersons? Inside? Outside? Rehearse and Practice Create worst-case scenarios A dark website, loaded and ready
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Practicing for a Crisis Identify and use command posts Rehearse the CAT Rehearse the spokespersons Role playing Account for materials On laptop and CD/DVD Rom
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Handling a Crisis Vital principles Openness and Candor Take charge of the situation by sharing information fairly and easily Bad news does not age well Peanut Butter and risk communication Easily relatable, valid examples
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Unformatted text preview: Execution/Communication • Consistent themes and messages Consistent with organization’s mission • Release within ONE hour • Tailor for audience • Tailor materials to fit format of the medium • Consistency, adaptability, durability Finally • Avoid a crisis if possible • A media circus is a crisis • Counsel management with this in mind Cases LSU • The site for managing Katrina response • Coordination and Communication • Command Structure, Command Center • Media materials, briefings, tours • Stock footage, expert sources available • Hotlines, websites Cases Spinach and E Coli • 199 Cases in 26 states, unknown origin • Makeshift command post at hotel • Conference call, shared information • Media relations: responsive, simple messages • Worked industry partners • Conference calls better than websites • Lag time problems, over before it started...
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This note was uploaded on 07/14/2011 for the course ISC 441 taught by Professor Hutchinson during the Spring '11 term at Kentucky.

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08 Crisis Communication - Execution/Communication •...

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