1. Chapter 19 Crisis Management

2. http://www.youtube.com/watch?v=mQl79 8fUL2s&feature=related

3. Sectors Who Have Had Crisises Government Business Education Health Care Religion Charitable Institutions Journalism Public Relations

4. Issues Management The capacity to understand, mobilize, coordinate, and direct all strategic and policy planning functions, and all public affairs/public relations skills, toward achievement of one objective: meaningful participation in creation of public policy that affects personal and institutional destiny.

5. Five Step Process 1.Identifies issues 2.Analyzes and delimits each issue 3.Displays the various strategic options 4.Implements an action program 5.Evaluates its program

6. Issues Management Includes Anticipating emerging issues Identifying issues (selectively) Dealing with opportunities/vulnerabilities Planning from the outside in Bottom-line orientation Action timetable Dealing from the top

7. 7 Steps to Planning A Risk Communication Program 1.Recognize risk 2.Encourage management to join the ‘communications loop’ 3.Develop credible outside experts to act as sources 4.Become an in-house expert in your own area of risk

8. Cont. 5. Approach the news media with solid facts before they approach you 6. Research perceptions of your organization 7. Understand your target audience and how to reach them

9. 7 Crisis Warning Signs 1.Surprise 2.Insufficient information 3.Escalating events 4.Loss of control 5.Increased outside scrutiny 6.Siege mentality 7.Panic

10. 4 Major Planning Issues 1.Define the risk 2.Describe the actions that mitigate that risk 3.Identify the cause of the risk 4.Demonstrate responsible management action

11. Be prepared Be available Be credible Act appropriately

12. Tell It All And Tell It Fast Terminate the crisis quickly Limit the damage Restore credibility

13. When Dealing With The Media Set up a headquarters Establish rules Give specifics Don’t speculate Feed the beast Speed triumphs Cable rules

14. When Speaking On A Personal Level To The Media Speak first and often Don’t speculate Go off the record at your own peril Stay with the facts Be open and concerned, not defensive Make your point and repeat it Don’t wage war with the media

15. Cont. Establish yourself as the most authoritative source Stay calm Be truthful Be cooperative Never lie