Crisis Communications:If You’re In the Frying Pan, Don’t Jump Into the Fire

May 24, 20129:00 - 10:15 a.m.Hub Tag: #MMCCon LS4

Content Leaders:Brendon Shank -- @bshank Todd Von Deak -- @tvondeakSociety of Hospital Medicine

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Key: Know the Difference

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Brand

RevenueMembership

Crisis (n.)

It’s no longer a question of whether crises happen. It’s a question of being prepared when they do. Ultimately, it’s all about protecting reputations – and the bottom line.

Levick Strategic Communications- www.levick.com

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So, One Day You Get a Call…

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Don’t Start with a Firewalk

• SCOPE: What’s the full range of potential impact?

• TOOLS: What resources are available to measure and address the crisis?

• OPPORTUNITIES: Are there opportunities in this crisis?

• PLAN: What’s the playbook for activity?

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• Leadership• Board

• Staff• Committees• Chapters

Communicate Internally

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Set up Your Watch Towers

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Careful: Don’t Stoke the Fire…

Having Your Say

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It’s a Game of Head vs. Heart…

Protect Against Emotional Rants Resist Temptation to Be Dismissive

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Best Thing to Do: Fireproof

• Establish leadership team and spokespeople in advance

• Establish crisis preparation process for the first 24 hours of a crisis

• Have stock messages at the ready as a foundation

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Our Lessons Learned

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What We SaidSTATEMENT FROM THE SOCIETY OF HOSPITAL MEDICINE TO CBS EVENING NEWS3:16PM ETMAY 27, 2011

SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare. We look forward to continuing to make a positive contribution to their efforts.

Prior to when this issue was first reported in 2010, SHM began to work with the Council of Medical Specialty Societies (CMSS) to reshape our transparency and conflict of interest policies. We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others.

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What We Thought They’d Use• SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of

disclosure in healthcare…we will continue to work towards becoming a model for others.

• We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others.

• SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare. We look forward to continuing to make a positive contribution to their efforts.

• SHM began to work with CMSS to reshape our transparency and conflict of interest policies…and we will continue to work towards becoming a model for others.

• Prior to when this issue was first reported in 2010, SHM began to work with the Council of Medical Specialty Societies (CMSS) to reshape our transparency and conflict of interest policies. We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others.

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Stay in the Game and Luck May Find You

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THANKS FOR YOUR TIME…

Brendon Shankbshank@hospitalmedicine.org800-843-3360 @bshank

Todd Von Deaktvondeak@hospitalmedicine.org800-843-3360 @tvondeak

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