International Congress & Convention Association

MANAGING COMMUNICATION DURINGDISASTERS AND CRISES

INTERNATIONAL CONGRESS AND CONVENTION ASSOCIATION WWW.ICCAWORLD.COM

DOCLEAF’S EXPERIENCEDOCLEAF S EXPERIENCE

HOW PREPARED ARE YOU?HOW PREPARED ARE YOU?

Who does what?

Plans?

Activation?Activation?

Training

Testing?

LEARNING THE HARD WAYLEARNING THE HARD WAY

WHY PREPARE? -REPUTATION

The Impact on Shareholder Value

WHY PREPARE? REPUTATION

The Impact on Shareholder Value

After initial reflex (10 days),market begins to assesscompany’s response.

Effective Crisis Response

Ineffective Crisis Responses

Source: “The Impact of Catastrophes on Shareholder Value,” Rory F. Knight & Deborah J. Pretty, Templeton College, University of Oxford, p. 3.

Trading Days After the Event

25 50 75 100 125 150 175 200 225 250

LITIGATIONLITIGATION

THE GOLDEN HOURTHE GOLDEN HOUR

AND THE BIGGEST CHALLENGE?

CASE STUDY

REACTION

PICK UP

BLOGS

ARE YOU A BELIEVER?

I th b thi ki M / $ In the box thinking,no need for CM.

Money / $ ,as long as CM doesn’t

cost too much…

Focused thinking, Food, alcohol and sex,g,CM will be priority !

, ,CM : where is the bar ?

DEALING WITH MEDIA - GUIDELINES

Position  as being caring, concerned & compassionate (3C’s)

Work with the media to influence coveragecoverage

Emerge with your reputation intact & possibly enhanced

DEALING WITH THE MEDIA

Never lie

Never speculate

Never get angry

Never quote “off the record”Never quote  off the record

Never say, “no comment!”y,

DEALING WITH THE MEDIA

Always be there to answer questions

Always express sympathyAlways express sympathy

Always show warmthy

Always indicate openness

DEALING WITH MEDIA- GUIDELINES

Tell it all, tell it fast and tell the truth

‘ d ’‘Pity Praise and promise’

Appearance and mannerAppearance and manner

HOW NOT TO DO IT!

DESK TOP

I j iInjections

Have some fun

Discuss as a team

Decide

ConsensusConsensus

Feedback

Background to the incidentBackground to the incident

29th November 2008 The annual conference for the European Society of Cataract and Refractive Surgeons (ESCRS) attracts around 5 000 delegates and has been held at various European cities for the last 10 years The event usuallyaround 5,000 delegates and has been held at various European cities for the last 10 years. The event usually takes place in the winter months, and attracts delegates from all over the world (70% EU, 15% US, 15% others).

This year the society has decided to hold the conference in Sharm El Sheikh, Egypt, to make the most of the better weather at that time.

The venue chosen for the event is the brand new convention hall at the Golden Sunset Convention Centre, a new facility that has recently opened. The ESCRS will be the first organisation to hold an event in the new convention hallconvention hall.

The event organisers selected this facility due to its advertised modern facilities, and due to the impressive promotional materials of the complex, along with the discount offered to them as the first clients. The management made strong assurances that everything would be ready on time, and indeed the venue was

t d it l l fi d f t li l t d b f th f d t t tgranted its local fire and safety licences only two days before the conference was due to start.

The project deadline had been jeopardised by an industrial dispute with the construction workers, a workforce of mainly Pakistani and Filipino workers who had complained about unfair labour practices and unsafe working conditions. The dispute had attracted some negative local press coverage, which had already tested the p g p g , ymedia skills of the venue owners.

Inject 1 – 6.10am GMT – Media reportsMultiple media reports are beginning to emerge of an explosion roof at the Golden Sunset Convention Centre during the first day of the ESCRS conference.

R t t th t k t h b t it th t l fi h b k tReports at the moment are very sketchy but it appears that a large fire has broken out following an explosion at the main convention centre.

According to the reports, the emergency services have arrived at the scene and are tending to the inj red There are conflicting stories of m ltiple fatalities and se eretending to the injured. There are conflicting stories of multiple fatalities and severe injuries.

Considerations:Considerations:

Following this information- who should be informed of this matter?What would be your first steps?What escalation procedure would you follow?What escalation procedure would you follow?Following the escalation procedure, what specific action do you need to take now that you have this information?

6.20 am GMT - News bulletinNews reports are coming in concerning an explosion during a medical conference attended by doctors from around the world.

Early reports suggest that the incident has occurred at the recently opened Golden Sunset Convention Centre.

One eye witness said:‘All of a sudden there was an enormous bang and then without warning, several large chunks of the ceiling broke off and fell on to the stands and delegates. Immediately complete panic broke out with people screaming in terror and running towards the exits.

Considerations

•Given that this information is now in the public domain, how does this affect your priorities?y p•What needs to be done about the anticipated growth in media interest?•What other proactive steps need to be taken?

Inject 2 – 6.50am GMTYou are completely inundated with telephone calls. Some callers are from friends and relatives phoning to see if their loved ones where attending this convention.

Journalists have been calling repeatedly asking for more information and wanting toJournalists have been calling repeatedly, asking for more information and wanting to know when an interview with the press will be made. They are calling every 10 minutes and are becoming increasingly demanding.

Some people have also been spotted outside the ESCRS offices in London who areSome people have also been spotted outside the ESCRS offices in London, who are thought to be journalists.

Other calls are coming into the local tourist office asking for up to date information. These calls are coming from concerned friends and family journalists nationalThese calls are coming from concerned friends and family, journalists, national medical organisations and local embassies.

Considerations:•How will you cope with the additional volume of telephone•How will you cope with the additional volume of telephone calls?•Who should be speaking to the relatives and friends of the delegates?delegates?•What information should be given to the journalists and who is responsible for issuing this?

Inject 3 – 8.10am GMTOne of your staff has called you. She is extremely distressed and in a severe state of shock.

She is quite sure that many have died as a result of the explosion though she is unsure of exact numbers.

She is concerned about one of her colleagues who is wandering around outside the concert hall dazed and confused and is alone.

Her mobile phone also has a really poor signal and it is difficult to catch everything that she says. She confirms that there is a great deal of confusion and activity in the area. She is not sure what to do or where to go.

Considerations•What follow up support would be appropriate to consider at this t ?stage?

•What are the communications issues?•What data needs to be accessed at this point and why?

10 20am GMT

BBC news - News bulletin

10.20am GMT

We bring you urgent reports of multiple deaths including UK nationals and also delegates at the European cataract surgeons’ conference who were involved in the explosion of at the Golden Sunset Conventionwere involved in the explosion of at the Golden Sunset Convention Centre in Sharm El Sheikh, Egypt.

There have been multiple deaths and severe injuries caused by the falling rubble which fell directly on to the exhibition and surrounding delegates located close by.

We have been advised that there have been at least 20 fatalities.We have been advised that there have been at least 20 fatalities.

Th l l th iti fi th t th h b t l t 20 f t liti d h

Inject 4 – 8.20pm GMTThe local authorities confirm that there have been at least 20 fatalities and have released the full names and details of the deceased.

Survivors have been taken to the University hospital.

Delegates are worried whether their basic group insurance cover will cover the treatment that they are receiving.

Yo are starting to be asked q estions as to ho are the ictims families antYou are starting to be asked questions as to who are the victims, families want answers, want to know what to do, where to go?

Considerations:

•What action should be taken following this information?•How can you gain further information on all of the injured?•What further support/assistance can you offer the injured

b f th t ?members of the party?•What needs to be done for those who did not sustain physical injury?•What support needs to be offered to delegates when they arrive pp g yhome?

FINISHING ON A POSITIVE

International Congress & Convention Association

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INTERNATIONAL CONGRESS AND CONVENTION ASSOCIATION WWW.ICCAWORLD.COM