PowerPoint Presentation

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Communicatingin a CrisisIngrid SvendsenDirector, aged care & health, Grounded CommunicationsRussell Kennedy Crisis Management Seminar24 May 2016

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Crisis communications

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Crisis comms aged care, health, human services, transport, infrastructureIssues managementCampaignsMedia and media training

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For example

Train fatalityDrowningsStarvation claimsCarer sexual assaultResident assault/claims

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Crisis communications

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One hour

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Crisis communications

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First hour priorityReconnaissance

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Crisis communications

Whats happened?How serious is it?Do we need to communicate right now?

7Quickly ascertain

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Crisis communications

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Is it a crisis?

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Crisis communications

Who is affected?How badly?Who knows?Will the news spread?What would stakeholders expect of you?What are your legal obligations?

9Questions to ask

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Crisis communications

A serious issue requiring proactive management that has the potential to: negatively affect the reputation of the organisationimpact on the smooth running of the organisationinvolve significant adverse media or stakeholder attention

10Defining a crisis

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Crisis communications

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First hour actionsImmediate public response if neededCrisis communications planning

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Crisis communications

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One day

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Crisis communications

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First day priorityResponse

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Crisis communications

Convene crisis communications teamBriefing/scopingWho is affected, who needs to knowCommunications channelsMessaging. Apology?SpokespeopleMedia engagement if neededStakeholder engagement internal/external

14A day one checklist

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Crisis communications

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Crisis communications

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Crisis communications

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One week

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Crisis communications

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First week priorityReassurance

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Crisis communications

Deal with the operational as well as the communicationsDont fan the media flamesKeep stakeholders informedSupport staff19Week one checklist

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Crisis communications

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One month

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Crisis communications

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First month priorityRegroup

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Crisis communications

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RegroupReviewPrepareRebuild reputation

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Crisis communications

One hourReconnaissance Initial assessment, holding responseOne dayResponse Detailed assessment, media and communications strategyOne weekReassurance Focus on stakeholders One monthRegroup Review, prepare for subsequent stages and next time, reputation rebuild23In summary

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Crisis communications

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Check your crisis communications preparednessDo we have a crisis communications protocol?Has it been reviewed in the last 12 months?Are we trained?

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25Thank you

@GroundedComms @ingridsvendsen

25Thank you!