1. Risk and Crisis Communication AGED 3142

2. Definition of Crisis Communication Public communication to control the effects of an unpredictable event that may damage an organization and its employees, products, services, financial condition, and reputation.

3. Potential Crisis Points Controversial personnel, products, or services Internal conflicts Weak managers/poor managerial decisions Changing public attitudes related to the organization

4. Plan for the Unexpected Develop a team, including the top brass Ask “What if…” during non-crisis times Have a written plan in place –Delegate responsibilities Most importantly, determine a spokesperson –Develop a method to call a team meeting

5. Plan for the Unexpected, cont’d. At the meeting… –Determine positioning Develop a simple internal statement that describes the organization’s overall viewpoint on the crisis –“We will learn and grow from this tragedy.” All spokespeople must be on the same page regarding the official position –Decide on a strategy Do nothing Block and delay Respond and defend Take the opportunity to act in the public interest

6. Meet the Public Tell it all, tell it fast, and tell the truth Coordinate a media area Have a prepared statement as soon as possible Follow the rules of dealing with reporters (See previous lecture)

7. Risk Communication Communication that informs an audience abut potential risks and moves them to act accordingly Why is communicating about risk a positive action for an organization? –Increases the effectiveness of risk management decisions by involving concerned publics –Improves dialogue and reduces unwarranted tension between communities and agencies –Explains risks more effectively –Alerts communities to risk in constructive ways

8. Ways to Lose Trust and Credibility Don't involve people in decisions that directly affect their lives Hold onto information until people are screaming for it Ignore peoples' feelings Don't follow up If you make a mistake, deny it

9. Ways to Lose Trust and Credibility, cont’d. If you don't know the answers, fake it Don't speak plain English Present yourself like a bureaucrat Delay talking to other agencies or people involved Have an employee who has trouble relating to people, hates to do it, and has begged not to, speak to the press