Session 211 Building an Effective Crisis Communications Capability in a Changing Media World Session 21 Slide Deck Slide 21-

Session 212 Session Objectives 21.1Discuss the changing media world. 21.2Discuss how to develop a communications plan. 21.3Examine processes for information coming in and going out. 21.4Identify messengers to deliver information. 21.5Discuss staffing, training and exercise requirements. 21.6Discuss the importance of monitoring, updating and adapting communications activities. Slide 21-

Changing Media World Emergency management world is changing rapidly Examine all processes including communications First Informers – Citizen Journalists New communications networks Session 213

Changing Media World New media New partnerships Communications principles Session 214

Seven elements of an effective crisis communications capability A Communication Plan Information Coming In Information Going Out Messengers Staffing Training and Exercises Monitor, Update and Adapt Session 215

A Communications Plan – Response Phase Timely and accurate information Protocols: –Collecting information –Analyzing data –Disseminating information Session 216

A Communications Plan – Response Phase Trusted messengers Vulnerable populations Roster of contacts Protocols: –Monitoring the media –Identifying new information sources –Measuring effectiveness Session 217

A Communications Plan – Recovery Phase Timely and accurate information Information sources Audiences and communications mechanisms Information collection: –Community relations staff –Community leaders –First informers Communities passed over Session 218

A Communications Plan - Mitigation and Preparedness Programs Goal Objectives Audiences Tools Messengers Timetable Evaluate Session 219

Information Coming In Basis of crisis communications Receiving and processing information Information sources Session 2110

Information Coming In Information Sources: Government damage assessment teams First Responders Voluntary Agencies Community Leaders First Informers New Media Online News Sites Traditional Media Session 2111

Information Coming In Develop partnerships: Types of information Government agencies Voluntary agencies New partners Session 2112

Information Coming In Developing partnerships with non-governmental, non-traditional information sources: Neighborhood communications networks Protocol for first informers Point of contact Electronic portal for information from the field Training and exercises Traditional media After action debrief Session 2113

Information Going Out Goal of crisis communications Saves lives Communications mechanisms –Traditional media –New Media –Neighborhood Communications Networks Session 2114

Information Going Out Prior to the next disaster: Starting a blog Create a bulletin board Get on Wikipedia Create a Facebook page Create a Twitter account Start a YouTube site Create a Google Map Session 2115

Information Going Out When disaster strikes: Regular updates on your blog Regular updates on your bulletin board Review and update Wikipedia Post on your Facebook page Post on your Twitter account Post on YouTube Update Google Map Display on Google Earth Session 2116

Messengers Critical role in disaster communications Human face on disaster response Build confidence Public Information Officers (POIs) Elected and appointed officials Emergency managers Session 2117

Messengers Elected officials: –California Governor Arnold Schwarzenegger –New York City Mayor Rudy Giuliani –Oklahoma Governor Frank Keating Emergency managers: –FEMA Director James Lee Witt –California Office of Emergency Services Director Dick Andrews –Florida Division of Emergency Management Director Craig Fugate Session 2118

Messengers Pre-Disaster determine: Primary messenger(s) Types of information Protocols Who will lead Senior staff Session 2119

Staffing Existing staffing levels: Federal agencies State agencies Large cities Small to mid-size communities Session 2120

Staffing Future staffing requirements: Small to mid-size communities –Use local government communications staff –Pay for part of salary –Consistent presence –Learn emergency management issues Session 2121

Staffing Future staffing requirements: Large cities, Federal and State agencies –Reorder priorities –New media outlets –Day-to-day communications –Additional staff Session 2122

Training and Exercises Well-trained messengers Media training Confident and comfortable communicators Senior staff Session 2123

Training and Exercises Well-trained communications staff Media relations New media Marketing Session 2124

Training and Exercises Future Exercises Include reporters Include new media Include community messengers Session 2125

Monitor, Update and Adapt Monitor Staff Traditional media New media Importance Session 2126

Monitor, Update and Adapt Monitor Identify: –Problems –Issues –Trends –Rumors –Misinformation Session 2127

Monitor, Update and Adapt Update Communications plans, strategies and tactics Allocate staff resources Training and exercise programs Session 2128

Monitor, Update and Adapt Adapt Accept new technologies Identify emerging technologies Do fix on one media Session 2129

Conclusion Must communicate Larger role in emergencies New media Session 2130