Effectively Managing Crisis CommunicationAug. 17, 2012.ppt

Questions? * The child sex abuse scandal involving assistant coach Jerry Sandusky has damaged Penn States renown sports program for the near future. The implications are also devastating, says Argenti. The universitys entire reputation was built off money they were making off of sports. Consider if your kid were applying to school right now. Now Penn State has a big black mark.?Instead of trying to cover up the scandal, the school should have been more transparent early on, he says.?Read more: /2011-12-24/strategy1_disasters-reed-hastings-anthony-weiner#ixzz1jIeOFCgo * * Effectively Managing Crisis Communication Aug. 17, 2012 What is a Crisis? Emergency/out-of-the-ordinary situation Human error/inappropriate behavior Brief or extended Can involve other organizations Good thing (award/achievement) Yes, you CAN prevent many crises Make sure policies are written, publicized and practiced Encourage consistency Be fair and honest Listen to your stakeholders Crisis Team Leadership team/decision maker(s) Content expert(s)/operations Public Relations professional(s) Risk management Devil’s advocate Scribe Planning Consider potential crises Assemble key team members Discuss possible responses Put processes in writing Test them Adjust response plan accordingly Test again Commit to memory!!! Things to have ON PAPER 24/7 contact information for everyone Instructions for posting to your Web site Instructions for changing voicemail messages Templates for “likely” emergencies Spotting a Crisis Milestone events “Celebrity” employees/stakeholders Disgruntled employees Passionate stakeholders Initiatives going/gone wrong Units with little supervision Industry/national environment Current events Leaders who think rules don’t apply to them Process (in place in advance of a crisis) Have a designated meeting place Assign one person to gather information Consider what types of things should be in writing Determine information flow Information Flow Who handles incoming