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Published byPeter Parsons Modified over 9 years ago
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Crisis communications: Tips for the non-PIO spokesperson Lynne Miller, Public Information Officer King County Emergency Management
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Agenda o Your verbal message – content and delivery o Your non-verbal message – image and confidence
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Four P’s of Crisis Communications What could go wrong? Who’s in charge? Basic protocols Designated spokespersons PLANPREPARE PRACTICEPREVENT
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Four P’s of Crisis Communications Get the facts What can you share? Know your audience Contact the media PLANPREPARE PRACTICEPREVENT
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9-11 World Trade Center Attack: Where to Begin?
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Questions to Answer o WHAT happened and where? o WHEN did this happen? o WHO is involved? o HOW did it happen? o WHAT is currently being done?
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Gather facts Identify audience Develop message Share info Subject matter experts Analyze; verify Anticipate info needs Employees Stakeholders Public Media Key objective Talking points/ sound bites Express empathy Avoid acronyms Call to action Web Social media Email In person; on camera Prepare to Speak
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Four P’s of Crisis Communications Test your plan Leverage planned events Regular Q & A PIO courses PLANPREPARE PRACTICEPREVENT
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Four P’s of Crisis Communications Train all staff Address emerging issues Stay informed Solid reputation PLANPREPARE PRACTICEPREVENT
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From Message to Messenger “Your actions speak so loud I cannot hear what you’re saying.” - Ralph Waldo Emerson
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Message Enhancers or Distractors? o Visual aids o Non-verbal communications
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Non-Verbal Communication
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Thank you! Lynne.Miller@kingcounty.gov 206-205-4031
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