1. Communications Audit: Perfecting Your Plans, People & Processes Presented by: Cindy Lawson

2. Obtain Feedback

3. Compile & analyze feedback from constituent groups Compile & analyze media coverage Which outlets were fair or biased in their coverage of the issue?

4. What Went Right?

5. Case Study: The Bonfire Collapse

6. Message and Focus – VICTIMS & THEIR FAMILIES FIRST AND FOREMOST – Privacy – Accommodations – Communications – Relief fund – Counseling

7. The Media and Logistics – Two fronts – the office and on-site – Single spokesperson – Media proximity – Media updates every hour on the half hour – The WEB!!! – Accommodating the media – a sense of calm and control – Using the media effectively

8. Personnel-related issues – Massage therapist – Psychological counseling – Grieving

9. Other – Independent investigation – openness – Personally responding to each and every e- mail, phone call, etc.

10. What Could Have Been Handled Better or More Effectively?

11. No crisis communications plan (no sense of purpose) No dedicated line No “second string” No one monitoring e-mails (offers to help) No one monitoring the media

13. Spanish translators Website crashes And then there was the library

14. What Changes, If Any, Do We Need to Make to Our Issues Management Process?

15. Survival kit Reliable telecommunications Dedicated internal “Hotline” number Log all media inquiries

16. Assign someone specifically to monitor media coverage (rumors and errors) I.D. badges or armbands to get on site Feast to famine Offers of help you didn’t know were there

17. Counseling, an absolute necessity Don’t underestimate any disaster Take your mom’s advice Media badges/privileges

18. Alert IT to staff up Telecommunications backup is a must

19. Communicate the Results

20. With team members With the campus community With external constituents if appropriate

21. Image Restoration

22. Implement damage control Image campaign Web site updates Advertorial Letter to the editor Editorial board meetings Other

23. Finally, Don’t Forget There WILL Be… Finger-pointing: Respond to intense media scrutiny about how the issue or event was handled.