1. Crisis Management Planning

2. FYI… Today – section 6 due Today – section 6 due Exam Thursday Exam Thursday Multiple Choice (29 ?’s) Multiple Choice (29 ?’s) Essay (2 at 5 points each) Essay (2 at 5 points each) Short answer (12) Short answer (12) Notes & readings Notes & readings Questions… Questions…

3. What is a crisis

4. Crisis…. A situation or event that causes, or has potential to cause, keen public or media concern A situation or event that causes, or has potential to cause, keen public or media concern - PDRMA, Park District Risk Management Agency

5. What are examples of crises that your agency could encounter?

6. If these happened, what would you do?

7. Crisis Management Planning

8. Crisis Management Plan Step 1: Create a crisis management team Step 1: Create a crisis management team Key leadership Key leadership Owner, CEO, mayor, dept. heads, mkting director Owner, CEO, mayor, dept. heads, mkting director

9. Crisis Management Plan Step 2: Select a chain of responsibility & assign responsibilities Step 2: Select a chain of responsibility & assign responsibilities Know who is in charge & in what order Know who is in charge & in what order Set responsibilities for each team member Set responsibilities for each team member Marketing Director: Establish media center Establish media center Draft release statement Draft release statement Prepare spokesperson for questions Prepare spokesperson for questions

10. Crisis Management Plan Step 3: Select a spokesperson Step 3: Select a spokesperson One person – PIO, SID One person – PIO, SID Knowledge of entire operation Knowledge of entire operation Savvy, effective communicator Savvy, effective communicator Doesn’t have to be CEO or crisis team head Doesn’t have to be CEO or crisis team head

11. Crisis Management Plan Step 4: Develop action steps Step 4: Develop action steps How to implement plan How to implement plan How to notify team members How to notify team members How to move the process along How to move the process along How to notify staff & victims families How to notify staff & victims families Attorney, insurance company, staff members, boards Attorney, insurance company, staff members, boards Who should notify victims’ families? Who should notify victims’ families?

12. Crisis Management Plan Step 4: Develop action steps Step 4: Develop action steps How to compile as much information as possible How to compile as much information as possible Increases media response time and accuracy Increases media response time and accuracy Information to collect… Information to collect… Photograph site Photograph site Talk with witnesses Talk with witnesses Gather onsite staff for debriefing & to protect them Gather onsite staff for debriefing & to protect them Tape news reports Tape news reports Monitor radio stations Monitor radio stations

13. Crisis Management Plan Step 4: Develop action steps Step 4: Develop action steps Create evacuation & lockdown plans Create evacuation & lockdown plans Create system for setting up news conferences Create system for setting up news conferences Media to contact Media to contact Where to hold it Where to hold it How quickly to hold it How quickly to hold it

14. Speaking to the Media

15. Crisis Management Plan Determine what information to release Determine what information to release Never: Never: Release victim information until family is notified Release victim information until family is notified Speculate on liability, damage, costs, causes, etc (until verified) Speculate on liability, damage, costs, causes, etc (until verified) Fix blame on others Fix blame on others Mislead anyone Mislead anyone Speak off the record Speak off the record Say “no comment”….. Say “no comment”…..

16. “At this time it would be premature and speculative to discuss this matter pending further investigation.”

17. Crisis Management Plan Determine what information to release Determine what information to release Okay to: Okay to: Admit crisis but not guilt Admit crisis but not guilt Give facts if they are known Give facts if they are known Highlight rescue efforts Highlight rescue efforts Highlight positive safety record Highlight positive safety record Balance any false statements made by the press or public Balance any false statements made by the press or public Say “I don’t know” Say “I don’t know” Be honest & sincere Be honest & sincere Read a written statement Read a written statement

18. NBA star John Smith was out with teammates celebrating a big win on Sunday night. Smith leaves the bar at 1:00 a.m. after several drinks. On his way home, he crosses the centerline and hits an oncoming car. The car had a family of four in it. The parents walked away from the incident uninjured but the two girls were taken to a local hospital and are listed in serious condition. It is not known if the girls will survive the accident. At 2:30 a.m. Smith is taken to the police station and arrested for driving under the influence with a blood alcohol level at 0.15, with a 0.08 legal limit. He was tested at the site of the accident. The charged may escalate to manslaughter if the victims do not survive.

19. The National Basketball Association has been informed that earlier this morning at approximately 1:00 a.m. the following occurred: John Smith left The Pub II in Normal, IL. On his way home from the Pub II he was involved in a car accident in which his car collided with another car. There were 4 passengers in the other car. The parents were uninjured and the 2 children were taken to a local hospital where they are listed in serious condition. At this time, the specific facts and circumstances surrounding this event have neither been fully substantiated nor confirmed. We are currently in the process of investigating this matter in full cooperation with the Normal Police Department. Pending the outcome of our investigation and in fairness to the families and parties involved, it is premature to discuss this matter at this time. When all the facts regarding this situation are established, information will be disseminated to the media.