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Crisis Communications – Internal

Crisis Communications – Internal . Bev Carlson, APR PRSA-Nebraska April 3, 2013. Crisis Identification (Big & Small). Recognize and defuse potential issues before they blow up Realize that you may be the only one who sees the problem at first

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Crisis Communications – Internal

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  1. Crisis Communications – Internal Bev Carlson, APR PRSA-Nebraska April 3, 2013

  2. Crisis Identification (Big & Small) • Recognize and defuse potential issues before they blow up • Realize that you may be the only one who sees the problem at first • Relationship-building -- Open Door Policy – Trust from ALL levels of the organization

  3. What keeps you up at night? (PR) • Tornado wipes out offices • Gunman takes over building • Massive social media attack

  4. What keeps you up at night? (COO) • Sudden death of the CEO • Hacker attack with virus that releases client information • Workplace violence

  5. Who needs to know first? • Executive Team and Communications Team • Board of Directors • Staff • External

  6. How are you going to tell them? • Up-to-date Crisis Plan with Communications involved early on • Communications tools • Current phone lists • Current email list, with single, simple all-company email (z****) • Pre-designated point of contact • All-company texting or social media tools + old-fashioned calling/texting trees • Face-to-face meeting

  7. How are you going to say it? • With confidence – Gather the facts and your thoughts. Take a deep breath. • With clarity – What information can you provide? What is your role? • With concern – Human issues before damage control. Always. • With concise answers. Don’t be vague. • With control - Emotions in check, no speculation

  8. What should you be doing now? • Establish your team as the go-to resource on staff. • Credibility, credibility, credibility • Be prepared so you are the calm in the storm. • Be prepared so you can make a decision • Be prepared so you can make a good decision • Trust your instincts. Own the decision. • Recognize when you need help. Ask for it.

  9. Questions?

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