1. Crisis Communications Management: What Executives & Managers See and Hear When Communicating with Communication Professionals Presented By: George Earl Johnson, Jr. Communications Director Oklahoma Department of Human Services _________________________________________________________________________________ The Dangers and Opportunities in Everyday Crises _________________________________________________________________________________ This Media Relations Presentation Has Been Modified for this Class and is being Used with the Permission of G.B. Johnson, Inc. + © 2005-2010 + Moving People to THINK!!

2. Crisis Communications Management… Every Crisis or Disaster has Human Services Impact Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

3. A Short List – May 10, 2010 Tornados Claim five Lives – H1N1 – Trooper Gate – Foster Care Shootings – Edmond Apartment Fires – January 2009 Ice Storms – Christmas Eve 2009 – Wild Fires in Metro – Bicycle Bob Killed in Edmond – National Health Care Crisis 2009 – 2010 $1.2 billion State Revenue Failure – Cutting Meals to Elderly – Job Losses – Employee Furloughs All Crises Have Human Services Impact Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

5. Crisis DangerOpportunity Wēi / Jī Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

6. WēiJī is defined much differently in Chinese [Eastern Culture] than it is in English [Western Culture]. WēiJī Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

7. Fast Facts About Media & PSAs … Did you know… –20,000 Major Media Outlets in United States 718+ Print and Broadcast Outlets In Oklahoma… –1.5 million Non Profits Vying For Free Space 10,000 registered non profits in Oklahoma –National Ad Council is a Driving Force Keeping PSAs Alive… NAC runs 25-35 Campaigns Annually –$1.7 Billion in donated public service airtime nationally in 2004… 65 percent on radio –Children and Education Were Hot Topics for Media PSAs Last Few Years –55 percent of PSAs Run 1-8 a.m. SOURCE: PSA Research.com\OK Assoc. of Broadcasters\National Association of Broadcasters\OK Press Association\ United Way of Central Oklahoma Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

8. Fast Facts about Oklahoma Media … What You have To Work With… – 44 Daily Newspapers –177 Weekly Newspapers –211 Other Print Publications [magazines\college\faith\etc.] – 40 Television Stations –22 UHF & VHF Metro & Non Metro Commercial –18 Non Commercial, Non Metro and Low Power –221 Radio Stations – 17 Cable Systems – 17 Outdoor Companies –??? Social Media (new ones come up every week???) SOURCE: PSA Research.com\OK Association of Broadcasters\OK Press Association Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

9. Nielsen Media Research Local Universe Estimates* (U.S.) City RankDesignated Market Area (DMA®) Number TV Households Percent U.S. 1New York7,376,3306.804 2Los Angeles5,402,2604.983 3Chicago3,399,4603.136 4Philadelphia2,874,3302.651 5San Francisco-Oak-San Jose2,440,9202.252 6Boston (Manchester)2,391,8302.206 7Dallas-Ft. Worth2,255,9702.081 *Estimates used throughout the 2003-2004 television season which began September 22, 2003 Fast Facts About Media Markets Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

10. Nielsen Media Research Local Universe Estimates* (U.S.) City RankDesignated Market Area (DMA®) Number TV Households Percent U.S. 8Washington, DC (Hagerstown)2,224,0702.052 9Atlanta2,035,0601.877 10Detroit1,923,2301.774 ________________________________________________ 45Oklahoma City647,3900.597 ________________________________________________ 61Tulsa505,0000.466 *Estimates used throughout the 2003-2004 television season which began September 22, 2003 Fast Facts About Media Markets Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

11. Good Crisis Communications Can Add Value to Your Organization With The Right Message… And the Right Person or Persons Delivering The Message… With Passion Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

12. Spokespersons Qualities– –Spokespersons give their organizations human form –They connect with their audiences –They are made; few are born –They don’t just read statements; they are the statements –They are committed, not showy –They are not full of themselves at the end of the day… SOURCE: Adapted from CDC CERC Please go to www.CDC.gov for detail CERC Training Information…www.CDC.gov Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

13. …First… Have A Message Worthy of Being !!!Communicated!!! Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

14. Crisis Communications Getting Through The First 24 Few Hours –Assemble Your Crisis Team –Get the Facts On Topic & Related Issues –Communicate Quickly & Accurately –Show Compassion [ sincerely ] –Then Handle Tough Issues Up Front –Fire & Law Enforcement get this one today… –The Rest of Us are Playing Catch-up… Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

15. The STARCC Principle Your Public Messages in a Crisis Must Be: Simple Timely Accurate Relevant Credible Consistent SOURCE: Adapted from CDC CERC Please go to www.CDC.gov for detail CERC Training Information…www.CDC.gov Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

16. What The Public Will Ask First –Is My Family and Am I Safe? –What have you found that may affect me? –What can I do to protect myself and my family? –Who caused this? –Can you fix it? SOURCE: Adapted from CDC CERC Please go to www.CDC.gov for detail CERC Training Information…www.CDC.gov Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

17. Emergency Risk Communication Principles –Don’t Over-reassure –Acknowledge that there is a process in place –Express wishes –Give people something to do –Ask more of people –Consider the ‘What if Questions’ SOURCE: Adapted from CDC CERC Please go to www.CDC.gov for detail CERC Training Information…www.CDC.gov Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

18. A Spokesperson’s Role A spokesperson’s role in a crisis or emergency is vital to success in a crisis response The person must be trained and must practice The person has to be “the organization first,” then themselves Leaders model good behaviors and empathize with their communities There is no “Off the Record” in Crises SOURCE: Adapted from CDC CERC Please go to www.CDC.gov for detail CERC Training Information…www.CDC.gov Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

19. So how can you now make your life Crisis Proof? WēiJī Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

20. Sorry!!! There’s No Way!!! Our lives cannot be crisis-proof. The only thing we can really do is to prepare ourselves to face them head-on as they come our way… WēiJī Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

21. Judy Wallman, a professional genealogy researcher in southern California, was doing some personal work on her own family tree. She discovered that Congressman Harry Reid's great-great uncle, Remus Reid, was hanged for horse stealing and train robbery in Montana in 1889. On the back of the picture Judy obtained during her research is this inscription: 'Remus Reid, horse thief, sent to Montana Territorial Prison 1885, escaped 1887, robbed the Montana Flyer six times. Caught by Pinkerton detectives, convicted and hanged in 1889.'

22. Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think! Congressman Harry Reid Believe it or not, Congressman Reid's staff sent back the following biographical sketch for her genealogy research: _________________________ "Remus Reid was a famous cowboy in the Montana Territory. His business empire grew to include acquisition of valuable equestrian assets and intimate dealings with the Montana railroad. Beginning in 1883, he devoted several years of his life to government service, finally taking leave to resume his dealings with the railroad. In 1887, he was a key player in a vital investigation run by the renowned Pinkerton Detective Agency. In 1889, Remus passed away during an important civic function held in his honor when the platform upon which he was standing collapsed."

23. Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!

24. OKDHS Communications George.johnson@okdhs.org (405) 521-3027 Crisis Communications Management: An Every Day Event © 2005-2010 G.B. Johnson, Inc. – Moving People to Think!