1. 1. Oh, the Humanity: Crisis Messages that Fly Paul Barton, ABC Tuesday, June 16, 2015
2. 2. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 2 Oh, the humanity! -Herb Morrison May 6, 1937
3. 3. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 3
4. 4. Oh, the Humanity: Crisis Messages that Fly / June 16, 2915 4 What do you say when theres no time to think
5. 5. Oh, the Humanity: Crisis Messages that Fly / June 16, 2915 5 2 rules of human nature + 3powerful message generators
6. 6. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 6 People need to know you care before they care what you know
7. 7. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 7 3 Positives = 1Negative
8. 8. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 8 What action are you taking?
9. 9. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 9 Whats the Good News?
10. 10. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 10 Who are the Heroes?
11. 11. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 11 3Hs
12. 12. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 12 Heart Heroism Hope
13. 13. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 13 Heart Compassion Care Humanity
14. 14. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 14 Heroism Conviction Resolve Do Right
15. 15. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 15 Hope Optimism Forward Together
16. 16. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 16 Heart Heroism Hope
17. 17. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 17 Heart Heroism Hope Key Message #1 Key Message #2 Key Message #3 Support Message 1.1 Support Message 2.1 Support Message 3.1 Support Message 1.2 Support Message 2.2 Support Message 3.3 Support Message 1.3 Support Message 2.3 Support Message 3.4
18. 18. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 18 Heart Heroism Hope It is with great sadness that we report Our immediate concern is for the safety and well-being of our passengers and crew members. We will find out what caused this terrible accident and make sure it never happens again. If we cant guarantee safety, we wont fly. Working together, we will get through this difficult time. We ask for your thoughts and prayers. We are closely monitoring the status of the injured and offering support to them and their families. We will do everything within our power to help them. Regardless of cost, we will do whatever it takes to ensure the safety of our passengers and crew members. The captain and crew acted heroically and prevented further loss of life. The good news is, most of the injured are expected to make a full recovery. Our hearts go out to the injured. We have brought in the worlds best doctors and top burn specialists to treat them. We are cooperating fully with investigators. We will leave no stone unturned. Clean-up efforts are preceding faster than first anticipated. We are optimistic the field will return to normal soon. We are offering free counseling services for passengers and crew members as they deal with this terrible tragedy. We will pay funeral costs for the victims and pay all medical bills for the survivors. We are confident we will determine the cause and put processes in place to ensure complete safety.
19. 19. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 19 Dont forget your Employees
20. 20. Oh, the Humanity: Crisis Messages that Fly / June 16, 2015 20