Crisis ManagementTell the truth, tell it fast, tell it all

Crisis

Critical event or point of decision, which, if not handled in an appropriate and timely manner (or if not handled at all), may turn into a disaster or catastrophe.

Synonyms: crisis, crossroad, exigency, head, juncture, pass

Crisis Typology

What’s in the News?

What are current crisis situations that the city of Montreal is facing today based on the previous typology?

Violent vs. Nonviolent and three levels: act of nature, intentional and unintentional. Find a crisis for each typology.

Write down your answers in the comment box below. (Yes, this is difficult---we are moving to the first stage of the writing process—brainstorming topics)

Step Back

Issues Management

Intervening in a developing situation before it becomes a crisis.

Can you think of any issues that are developing today in the city of Montreal---that could become a crisis situation in the future? Write down your ideas in the comment box below before sharing them with the class.

Crisis, for our purposes, is a critical event.

Outline of Crisis Communication Plan

Triggering Event

Recovery

Evaluation

Politics

The Media

A Joke

Publicity Services

Designate a Spokesman

Develop a Crisis Communication Plan

Select the Media

Memos, television, commercials, social media….

Internal Communication

External Communication

Form a team of public relations and crisis communication consultants

Consider Creating a “Dark” Website

Hold an Internal Meeting… Take detailed notes! Your job as a writer might be to create a

memo to circulate within the company After the meeting, issue a response to

the crisis. Spokesperson might talk to the

broadcast media Make sure to have your own video and

pictures for release to the public Continue to issue bulletins

Preparing for Social Media

How to Handle Social Media

Developing Social Media Skills

Monitor the Chatter

Maintain a Social Footprint

Deputize a Quick Response Team

Incrementally Release Information

Formulate a Crisis Escalation Process

Employee Scalable Technology

Invest in technology ahead of time. Traditional media outlets will be overwhelmed—phone lines and bandwidth for your website—

Have laptops, texting cellular phones, expandable bandwidth available

Know Your Audience

Affected Influentials Vocal

bystanders Determined

detractors

Speak the Same Language

Respond in a conversational tone on blogs, podcasts, forums, video and social networks

Prepare Traditional Responses

Prepare for social media responses to bubble up into main stream journalism

It’s About Relationships

It’s about relationships, not disseminating marketing information.

What are the Basic Tools Needed?

Issue a statement—a clear and concise press release

Prepare for a media Q&A Provide employee communication Respond to regulatory agencies Prepare customer-service phone

scripts

What are the Rules?

Communicate Never lie Assist the people most affected by

the crisis Communicate your concern about

the victims Don’t appear defensive

…continued

Don’t ramble Take reporters slowly through the

issues Monitor media accounts Don’t engage in a legal battle with

the media Prepare and repeat key points Stay with the crisis and follow up