Insider's Guide to public information during crisis
-
Upload
jason-dawson -
Category
Government & Nonprofit
-
view
138 -
download
0
Transcript of Insider's Guide to public information during crisis
The objective is to promote the effective management and exchange of information to aid decision making, support and communication.
“
”Clause 66(1); Emergency information management,National Civil Defence Emergency Management Plan
Information needs to be timely, relevant, consistent and reliable.
“
”Clause 66(2); Emergency information management,National Civil Defence Emergency Management Plan
Public InformationManager
Public InformationManager
Public InformationManager
National Controller
GroupController
LocalController
Nationallevel
Group (Regional)Level
LocalLevel
Public Information
Manager
NATIONAL CONTROLLER
Public Information
Manager 2IC
Web
Manager
Stake-
holder
Relations
(internal)
Stake-
holder
Relations
(external)
Media
Manager
Intl Media
Liaison
(3)
Media
briefing
/ VIPs
(2)
Media
phone
(2)
Research
(1)
Writers
(2)
Research
(2)
Media
monitor
(1)
Online
Content
publisher
& social
media
(3-4)
Community
Relations
Manager
Call
Centre
Manager
Marketing
Manager
Graphic
Design
(2)
Mayor Press
Secretary
All of Govt
Communication
Secretary
(emails)
Customer
Service
Officers
(30)
Market/
Comms
(2)
CmmntyAdvisors
(4)
Radio:- immediate: first and fast- entirely there to help you- more regular updates- tell people what you want them
to know
Television:- fixed to deadlines & production- live coverage during news hours- powerful film footage (sight &
sound)- more in-depth interviews
Print:- good for photos- need more detailed information- are there for long haul- move quickly to recovery failures- 24/7 online news
maildrops & visits
//www.flickr.com/redcross//www.thepress.co.nz
Know yourlocal welfare
networks
Some too traumatised to
hear officialmessages
EQ help? Call Govt
Hotline 0800779997.
Water/place to stay?
0800435700 or go to
Burnside HS, Pioneer
Stad, Rangiora Bapt
Ch. Home repairs?
EQC 0800326243
text alert all networks
your website
Make it easy toaccess & find
Update, update,update!
Provide imagegallery & timeline
Make it mobile responsive
elected members
Provide them withconstructive roles
Communities look toelected membersfor leadership and
reassurance
real-time feedback
Whoever is managing
the @ChristchurchCC
account is showing how
communication with
users and
announcements should
be done. #chch #eqnz
alerts to problems
@ChristchurchCC
extremely nasty
pot hole on Hills
Rd, right lane into
Shirley Rd, any
chance of fixing
before car gets
stuck? Thx
//www.stuff.co.nz
social media monitoring
news sites
blogs
TradeMe community
YouTube Facebook
feedback forms
topic trends & emerging issues
planning & intelligence
hard copy and electronic
• templates for media releases• public messaging scripts• instructions and policies• web URLs, usernames, passwords• contacts directories – media, staff, CDEM• photos of key spokespeople• radio frequencies• important phone numbers – utilities, Govt
know your local cultures
Tips for translation:- Use active, positive language
- One idea or question per sentence
- Avoid phrasal verbs: hand out- Avoid idioms: tip of the iceberg
Know local ethnicmedia & liaison
Places of worship &food outlets
//www.thepress.co.nz
media accreditation
Create processbefore event
If possible, includephotograph
Create ‘check in’ &‘check out’ process
Shakey town Christchurch I think you could do with some McDonald’s #eqnz
Communication is the critical thing.
If you don’t do it right, you will be
judged to have failed, regardless of
what else you do with your fire
trucks and your response.
“
”Bruce Esplin, former Emergency Services Commissioner for Victoria- Black Saturday bushfire response
Jason DawsonGeneral Manager – Customer Relationships
07 838 6507 | 021 912 571
www.hamilton.govt.nz
Thanks.