PIO 101 C LASS The Essentials of Crisis Communications Created by: Lisa Allen & Kirsten Clemens.

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Presentation transcript:

PIO 101 C LASS The Essentials of Crisis Communications Created by: Lisa Allen & Kirsten Clemens

W HY ARE WE HERE ? To understand the role of the PIO To work together better as a team To learn to act as the on-scene PIO

PIO R OLES & R ESPONSIBILITIES Provide accurate, timely information to the public and mass media outlets Create a positive image of the fire department to the public Ensure the public receives directions for desired action (evacuation, shelter-in-place, etc.) In a disaster scenario, to provide field command and ECC support

PIO R ESPONSE / E XPECTATIONS Range of responses On-duty response Off-duty response Primary PIO vs. Back-up PIO Call our procedure Dispatch Contact us at home

Y OUR P UBLIC EDUCATION D IVISION S ERVICES Emergency vs. non-emergency Emergency On scene vs. not on scene response Non-emergency CMW, website, monthly reports, events New: survey, newsletter Emergency Communications Center (ECC) support in large-scale emergencies RESOURCE

P RESS R ELEASE P ROCEDURES What is the purpose of a press release Who can press release What approvals are needed to press release Where to find press release template G Drive – Groups - Fire -Forms – PIO – Press Release Templates & Resources

T OOLS FOR C OMMUNICATION Emergency Update Hotline BCTV RPIN (national PIO website for mass communications) City Website

T OP 10 T ECHNIQUES FOR D EALING WITH M EDIA IN A CRISIS Know the facts – don’t guess Rehearse your message Say it in 12 seconds Humanize yourself and the Department Have positive body language Stick to the subject – don’t ramble Never go “off the record” Never say “no comment” Maintain strong eye contact Only speak on behalf our your own Department

F IRST M ESSAGE I N A C RISIS SPEED = AUTHORITY First message to public should include: Empathy Confirmed facts Statement of commitment to helping people Where people can get more information Have a key message Ease public concern Give guidance how to respond Build trust

B RIDGE Y OUR M ESSAGE Bridge Reporters Name Answer Question Theme #1 Theme #2 4 sec. 4 sec 8 sec Total Sound Bite Running Time: 12 sec.

M OST C OMMONLY A SKED M EDIA Q UESTIONS – THE 5 W’ S WHO Who responded to the fire? Who lives here? WHAT What happened? Structure fire? Car accident? WHEN What time was the call dispatched? What time did crews arrive? WHERE What is the address? What part of the structure is damaged? WHY Why did this happen? Is there damage cost estimate?

T HE O N -C AMERA I NTERVIEW …

T HE O N -C AMERA I NTERVIEW You’ll do GREAT! If you mess up, just start over… it’s not LIVE! (ask them what they are going to ask ahead) Look at the interviewer, not the camera Try to find the camera crew a safe place with a good back drop (they like action).

R EVIEW The media is a valuable resource Public information can be communicated in multiple ways, not every call requires an on- camera interview Your Public Educators are here to assist you, we are a team If you have to give an interview, follow the tips we provided and you’ll do GREAT!

Q UESTIONS ?