Crisis Communication Plan PURPOSE The purpose of a

Transcript:Crisis Communication Plan PURPOSE The purpose of a:
Crisis Communication Plan PURPOSE The purpose of a crisis communication plan is to provide steps and actions to follow in communicating with all stakeholders after a crisis has occurred. Stakeholders include: Residents (including Talia as needed) Employees Volunteers Board Donors Sponsors/Supporters Community Members IMPORTANT CONTACTS CRISIS ANTICIPATION COMMUNICATION CHANNELS Each crisis is situational and not every stakeholder will need to be contacted. Evaluate the urgency of the situation and the most appropriate audience for communication. IMMEDIATE RESPONSE CHECKLIST Safety: Make sure everyone is okay. Contact proper authorities if necessary. Notification: Notify the Executive Director immediately. Crisis Team: Evaluate the situation and determine the messages that need to be released, which channels should be used, and when this information should be shared publicly. Before Going Public: Assemble the crisis team: Determine crisis communications lead person who is responsible for ensuring all tasks are completed (most likely the director of communications). Determine the crisis communication spokesperson who will answer all media and other inquiries (most likely the Executive Director). In an ideal world, this person will be the person who ALWAYS communicates with the public, regardless of the situation. This establishes trust and consistent language. Compile the facts. If you have to act before you have all the facts, act where you must, but wait for the facts when you can. Determine appropriate response/action. Create plan of action for internal and external communications and how best to disperse messages to each audience. Develop factual, detailed messages that reflect the status of the crisis, Harmony House’s response, and, if possible, proactive steps to resolve the situation. Prepare talking points and provide a script for the receptionist receiving incoming calls. Determine if web and/or voicemail updates are necessary. Assess what resources are necessary to manage the crisis (i.e. cell-phone availability, press conference needs, on-location resources – signs, lectern, visuals, etc). Keep the Board informed IMMEDIATE RESPONSE CHECKLIST Going Public: Begin placing telephone calls to critical internal audiences, including staff, board and/or legislators, etc. Begin media and other external audience outreach, use press release if appropriate. Update web site and organization phone mail, if needed. Evaluate message effectiveness as the situation progresses. Implement methods for updating key audiences with ongoing information. SITUATIONAL ASSESSMENT The following questions can help determine the most appropriate crisis communication response: What is the situation? What will happen next? What staff members need to be involved? What immediate steps need to