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Date Submitted: 02/07/2011 01:59 AM
Crisis Communication Plan
Module Summary
• In-depth discussion of the phases of a crisis • Gaining acceptance for the role of communication • Elements of your plan • Nine steps of crisis response • Surviving the first 48 hours • Exercise: Consequences of an incomplete plan
Precrisis Phase
• • • • Be prepared Foster alliances Develop consensus recommendations Test messages All the planning, most of the work
Initial Phase
• • • • • Express empathy Simply inform public about risks Establish organization/spokesperson credibility Provide emergency courses of action Commit to communicate with the public and stakeholders Reputations are made or broken here
Crisis Maintenance Phase
• Help public understand their own risks • More encompassing is information needed by some • Gain support for recovery plans • Explain and make a case for public health recommendations • Get and respond to public/stakeholder feedback • Empower risk/benefit decisionmaking • Requires ongoing assessment of event
Crisis Resolution Phase
• Provide educational opportunities • Examine problems and mishaps • Gain support for new policies or resource allocation • Promote the organization’s capabilities
Evaluation Phase
• Ongoing in various ways during all phases • Integrate results into precrisis planning activities
Getting a Seat at the Decisionmaking Table
• Have a solid communication plan (linear thinkers want to see it on paper). • Have that signed endorsement from the director at the front of your plan. • Enlist third-party validators to make your case.
Seat at the Table
In the precrisis phase (don’t wait for an event to make your case): • Explain the benefits and risks of not including communicators. • Show your expertise by training leadership. • Do community relations so partners and stakeholders have an expectation of your involvement.
Seat at the Table
• While developing your communication plan, meet with other parts of your emergency response team...