Crisis Communications Basics

What kinds of crises are likely?

Natural Disasters Technological crisisConfrontation/Reviews

Organizational MisdeedsIllness/Harm

How many spokespeople do we have?

WORD WILL OUT.

Our functions:

Empathize, reassure and inform

Empathia/Black Swan

Web site• Repository for updates• Place where people can check in or check on loved ones

Phone number• Call if you can’t locate your loved one• Professional grief counselors• Call to find out details—keep our front desk from getting

swamped with curious people

NOTE: Karen OK-ed several slides

While we’re crafting messages…

BP Public Relations @BPGlobalPR Dec 19

Allegations that our oil causes lung disease in dolphins are ridiculous. Plus, blowholes are basically cigar holders. http://on.wsj.com/19y8oNa

Some employees don’t help.

To Do List:

• Task 1: Get the right information (verify facts).

• Task 2: Act quickly.

• Task 3: Remember your main audience.

Get information out

• Hold regular news conferences.

• Post information frequently.

• Expect interview requests.

• If you are interviewed,

– stay on message

– Have someone to keep a record of information we need to retrieve for next news conference

Suggestions

• Use our web News site for posting online updates; share links in social media

• Flash

• Divide the monitoring, or at least separate it from speaking/writing

• PR emergency kits

• Expand ELT mock emergencies