crisis communication the austin bombings n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Crisis communication & the Austin Bombings PowerPoint Presentation
Download Presentation
Crisis communication & the Austin Bombings

Loading in 2 Seconds...

play fullscreen
1 / 93

Crisis communication & the Austin Bombings - PowerPoint PPT Presentation


  • 5 Views
  • Uploaded on

A crisis communication case study of the Austin package bombings in March 2018.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

Crisis communication & the Austin Bombings


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
    Presentation Transcript
    crisis communication the austin bombings

    Crisis communication & the Austin Bombings

    CRISIS COMMUNICATIONS &AUSTIN BOMBINGS &Dr. Corinne Weisgerber

    a crisis is a situation that has reached

    A crisis is a situation that has reached a critical phase for which dramatic and extraordinary intervention is necessary to avoid or repair major damage. - Harvard Business Review A crisis is a situation that has reached a critical phase for which dramatic and extraordinary intervention is necessary to avoid or repair major damage. - Harvard Business Review

    a crisis is a situation that has reached 1

    A crisis is a situation that has reached a critical phase for which dramatic and extraordinary intervention is necessary to avoid or repair major damage. - Harvard Business Review R E P U TAT I O N & M O N E Y Poor handling of a crisis can cripple a reputation and cause staggering monetary loss. T G O O D W I L L Effective handling can cement a positive reputation and establish goodwill. U L O N G - T E R M P E R C E P T I O N How an organization handles a crisis may influence how it is perceived for years to come.  A crisis is a situation that has reached a critical phase for which dramatic and extraordinary intervention is necessary to avoid or repair major damage. - Harvard Business Review R E P U TAT I O N & M O N E Y Poor handling of a crisis can cripple a reputation and cause staggering monetary loss. T G O O D W I L L Effective handling can cement a positive reputation and establish goodwill. U L O N G - T E R M P E R C E P T I O N How an organization handles a crisis may influence how it is perceived for years to come. 

    brief recap march 2 march 12 march 18 march 20

    BRIEF RECAP March 2: March 12: March 18: March 20: BRIEF RECAP March 2: March 12: March 18: March 20:

    brief recap march 2 march 12 march 18 march

    BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention

    brief recap march 2 march 12 march 18 march 1

    BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime

    brief recap march 2 march 12 march 18 march 2

    BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime New method, question of new motive BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime New method, question of new motive

    brief recap march 2 march 12 march 18 march 3

    BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime New method, question of new motive National and inter- national news story BRIEF RECAP March 2: March 12: March 18: March 20: Little media attention Major story in Austin, treated as hate crime New method, question of new motive National and inter- national news story

    warning signs of a crisis surprise insufficient

    WARNING SIGNS OF A CRISIS SURPRISE INSUFFICIENT INFO ESCALATING EVENTS LOSS OF CONTROL OUTSIDE SCRUTINY SIEGE MENTALITY PANIC WARNING SIGNS OF A CRISIS SURPRISE INSUFFICIENT INFO ESCALATING EVENTS LOSS OF CONTROL OUTSIDE SCRUTINY SIEGE MENTALITY PANIC

    c effective crisis communication s of concern

    . C EFFECTIVE
 CRISIS COMMUNICATION S OF CONCERN

    c effective crisis communication s of concern 1

    . C EFFECTIVE
 CRISIS COMMUNICATION S OF CONCERN CLARIT Y

    c effective crisis communication s of concern 2

    . C EFFECTIVE
 CRISIS COMMUNICATION S OF CONCERN CLARIT Y CONTROL

    c effective crisis communication s of concern 3

    . C EFFECTIVE
 CRISIS COMMUNICATION S OF CONCERN CLARIT Y CONTROL CONFIDENCE

    c effective crisis communication s of concern 4

    . C EFFECTIVE
 CRISIS COMMUNICATION S OF CONCERN CLARIT Y CONTROL CONFIDENCE COMPE TENCE

    slide16

    . C O M P E T E N C EC O N T R O LC O N C E R N Does he come across as concerned & caring? 1 53 Does he look like he knows what he’s doing? Does he control the situation and the environment?

    slide17

    . C O M P E T E N C EC O N T R O LC O N C E R N Does he come across as concerned & caring? 1 53 Does he look like he knows what he’s doing? Does he control the situation and the environment?

    apd chief brian manley control3 confidence4 compe

    . APD Chief Brian Manley CONTROL3 CONFIDENCE4 COMPE TENCE5 CLARIT Y2 CONCERN1

    apd chief brian manley control3 confidence4 compe 1

    . APD Chief Brian Manley CONTROL3 CONFIDENCE4 COMPE TENCE5 CLARIT Y2 CONCERN1

    apd chief brian manley control3 confidence4 compe 2

    . APD Chief Brian Manley CONTROL3 CONFIDENCE4 COMPE TENCE5 CLARIT Y2 CONCERN1 Safety is primary concern

    apd chief brian manley control3 confidence4 compe 3

    . APD Chief Brian Manley CONTROL3 CONFIDENCE4 COMPE TENCE5 CLARIT Y2 Repeats key info; “right now”; identifies “important message” CONCERN1 Safety is primary concern

    apd chief brian manley starts off by setting

    . APD Chief Brian Manley Starts off by setting expectations: brief, little info. Media staging area CONTROL3 CONFIDENCE4 COMPE TENCE5 CLARIT Y2 Repeats key info; “right now”; identifies “important message” CONCERN1 Safety is primary concern

    apd chief brian manley starts off by setting 1

    . APD Chief Brian Manley Starts off by setting expectations: brief, little info. Media staging area CONTROL3 CONFIDENCE4 COMPE TENCE5 Eye-contact; comfortable saying “we don’t know” CLARIT Y2 Repeats key info; “right now”; identifies “important message” CONCERN1 Safety is primary concern

    apd chief brian manley starts off by setting 2

    . APD Chief Brian Manley Starts off by setting expectations: brief, little info. Media staging area CONTROL3 CONFIDENCE4 COMPE TENCE5 Eye-contact; comfortable saying “we don’t know” Explains what they are doing and will do (next press briefing) CLARIT Y2 Repeats key info; “right now”; identifies “important message” CONCERN1 Safety is primary concern

    risk comm studies how people behave during high

    . Risk comm. studies how people behave during high-stress situations. Modeled on the concept that perception is reality. WHY ALL THAT REPETITION?

    risk comm studies how people behave during high 1

    . Risk comm. studies how people behave during high-stress situations. Modeled on the concept that perception is reality. WHY ALL THAT REPETITION?

    risk comm studies how people behave during high 2

    . Risk comm. studies how people behave during high-stress situations. Modeled on the concept that perception is reality. WHY ALL THAT REPETITION? In times of high stress, people can miss up to 80% of message content. Of the 20% they do receive, most is negative.

    control of the environment what does this image

    . CONTROL OF THE ENVIRONMENT What does this image convey?
 How would you feel if you were him?

    control of the environment what does this image 1

    . CONTROL OF THE ENVIRONMENT What does this image convey?
 How would you feel if you were him? CONTROL REQUIRES PLANNING Communicating at every stage:
 APD en route, staging area info, update, ready for briefing

    clarity of the message is this use of language

    . CLARITY OF THE MESSAGE Is this use of language effective for this audience?

    clarity of the message is this use of language 1

    . CLARITY OF THE MESSAGE Is this use of language effective for this audience?

    clarity of the message is this use of language 2

    . CLARITY OF THE MESSAGE Is this use of language effective for this audience?

    clarity of the message is this use of language 3

    . CLARITY OF THE MESSAGE Is this use of language effective for this audience? Do you know what an ordnance is?

    a question to remember who is your audience

    . A QUESTION TO REMEMBER:
 WHO IS YOUR AUDIENCE? The ‘Publics’ in Public Relations I N G E N E R A L I N T H I S C A S Evs.

    board of directors investors employees

    . Board of Directors Investors Employees Organization

    board of directors investors employees government

    . Board of Directors Investors Employees Government Organization

    board of directors investors employees unions

    . Board of Directors Investors Employees Unions Government Organization

    board of directors media investors employees

    . Board of Directors Media Investors Employees Unions Government Organization

    board of directors media investors employees 1

    . Board of Directors Media Investors Employees Unions Consumers Government Organization

    board of directors media investors employees 2

    . Board of Directors Media Investors Employees Unions Consumers Government CommunityOrganization

    board of directors media investors employees 3

    . Board of Directors Media Investors Employees Unions Consumers Government Community Internal Publics Organization

    board of directors media investors employees 4

    . Board of Directors Media Investors Employees Unions Consumers Government Community Internal Publics External Publics Organization

    key stakeholders and their needs austin community1

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1

    key stakeholders and their needs austin

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Media2

    key stakeholders and their needs austin 1

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Media2 Government3

    key stakeholders and their needs austin 2

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Media2 Consumers4 Government3

    key stakeholders and their needs austin 3

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Media2 Consumers4 Investors5 Government3

    key stakeholders and their needs austin 4

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Safety, reassurance, info Media2 Consumers4 Investors5 Government3

    key stakeholders and their needs austin 5

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Safety, reassurance, info Media2 Information Consumers4 Investors5 Government3

    key stakeholders and their needs austin 6

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Safety, reassurance, info Media2 Information Consumers4 Investors5 Government3 Local, State, Federal Response

    key stakeholders and their needs austin 7

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Safety, reassurance, info Media2 Information Consumers4 Tourists, people relocating Investors5 Government3 Local, State, Federal Response

    key stakeholders and their needs austin 8

    . KEY STAKEHOLDERS
 AND THEIR NEEDS Austin Community1 Safety, reassurance, info Media2 Information Consumers4 Tourists, people relocating Investors5 Austin economy: SXSW, etc. Government3 Local, State, Federal Response

    reassurer in chief of the city of austin

    . REASSURER IN CHIEF Of the city of Austin: P e r f o r m i n g i n t h e r o l e o f

    reassurer in chief of the city of austin 1

    . REASSURER IN CHIEF Of the city of Austin: P e r f o r m i n g i n t h e r o l e o f Mayor Adler

    use of we 1 you re not alone shared concern

    . Use of ‘we’1 You’re not alone. Shared concern.

    use of we 1 you re not alone shared concern 1

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2

    use of we 1 you re not alone shared concern 2

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can.

    use of we 1 you re not alone shared concern 3

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3

    use of we 1 you re not alone shared concern 4

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3 Looking to a brighter future.

    use of we 1 you re not alone shared concern 5

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3 Looking to a brighter future. Call for action4

    use of we 1 you re not alone shared concern 6

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3 Looking to a brighter future. Call for action4 There’s something you can do.

    use of we 1 you re not alone shared concern 7

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3 Looking to a brighter future. Call for action4 There’s something you can do. Pinned Tweet5

    use of we 1 you re not alone shared concern 8

    . Use of ‘we’1 You’re not alone. Shared concern. Use of ‘small army’2 We take this seriously. We’re doing everything we can. Positive visualization3 Looking to a brighter future. Call for action4 There’s something you can do. Pinned Tweet5 Constant reminder. 1st thing you see.

    president bush addressing the nation

    . - President Bush addressing the nation on the evening of 9/11

    president bush addressing the nation 1

    . - President Bush addressing the nation on the evening of 9/11

    engaging the media set up media headquarters

    . ENGAGING THE MEDIA Set up media headquarters. Establish media rules. Speak first and often. Establish yourself as the most authoritative source. Don’t speculate. Stay with the facts. Be open; not defensive. Make your point; repeat it. Don’t wage war with media. Be calm, truthful & cooperative. Never lie.

    needs of the media inform public don t compromise

    . NEEDS OF THE MEDIA: Inform public, don’t compromise investigation

    interpret management to the public management

    . Interpret management to the public Management Public and the public to management PR
 Professionals

    interpret management to the public management 1

    . Interpret management to the public Management Public and the public to management PR
 Professionals

    interpret management to the public management 2

    . Interpret management to the public Management Public and the public to management PR
 Professionals Needs of Media

    interpret management to the public management 3

    . Interpret management to the public Management Public and the public to management PR
 Professionals Needs of Public Needs of Media

    interpret management to the public management 4

    . Interpret management to the public Management Public and the public to management PR
 Professionals Needs of Public Needs of Media Needs of Law enforcement

    slide84

    . A S S O C I A T E P R O F E S S O R O F C O M M U N I C A T I O N St. Edward’s University CORINNE WEISGERBER, PHD @ C O R I N N E W